Use narrow rules to tag, assign, or close conversations when a clear condition is met.
Automation rules perform a small action when a conversation matches a condition. Keep them narrow and predictable: an operator should be able to explain why a rule ran by reading one line.
Open Automation Rules to see the rule name, type, condition, action, and enabled state. The current editor supports keyword-based tagging, language-based assignment, and closing conversations after a period of inactivity.
Select New Rule, name it, and choose the rule type. Auto Tag matches a keyword and adds a tag. Auto Close uses inactivity hours and a closing message. Auto Assign matches a language code and currently requires the target operator UUID, not a name or email.
The example below tags conversations containing “invoice” with billing. Use the exact language code, tag, or inactivity threshold your workspace already follows; inconsistent values create rules that appear valid but never match useful work.
New rules are enabled immediately when created. Check every value before submitting; if a rule should stop running, turn it off from the list. The current page does not edit existing rule fields: to change a condition or action, delete the rule and create the corrected version.
Last updated: Jul 23, 2026
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