How do automation rules work?

Under Customer Service settings → Automation, create rules following "when this happens, if these conditions match, do this".

Triggers

• Conversation opened
• Conversation changed
• Customer message received
• Internal note added
• Inactivity for a specified period: at least five minutes, checked every five minutes

Conditions: status, priority, channel, brand, team, assignee, type, tag, company, SLA breach, elapsed time since different events and mailbox

Actions

• Change status
• Set priority or raise it one level
• Assign a team or agent, or remove the assignment
• Add or remove tags
• Write an internal note
• Send a notification

Each change made by a rule is recorded as an internal note in the conversation. Check the execution log to see when rules ran.