Example automation rules

Route billing emails to accounting

• Trigger: Conversation opened
• Condition: Mailbox = billing@
• Action: Assign team → Accounting

Flag customers who have not replied for 48 hours

• Trigger: Inactivity for 2,880 minutes
• Condition: Status = Waiting for customer
• Action: Write an internal note and send a notification

Escalate high-priority requests with breached SLA targets

• Trigger: Conversation changed
• Conditions: SLA breach and priority = High
• Actions: Raise priority one level and notify team leaders

Start with narrow conditions and review the execution log to check the results.