Automation Rules

Automate repetitive tasks with rules that trigger on chatbot events. No code required.

How It Works

Each rule has three parts:

Trigger — What event starts the rule
Conditions — Optional filters (e.g., "locale equals pt-BR"). All conditions must match (AND)
Actions — What to do when conditions match

Triggers

Currently firing triggers:

Trigger	Fires When
`session.created`	New conversation starts
`lead.captured`	Lead is collected

Additional triggers (message.received, ticket.created, handoff.escalated) are defined but not yet active.

Conditions

Operator	Example
`contains`	lead.email contains "@gmail"
`equals`	locale equals "pt-BR"
`starts_with`	lead.email starts_with "test@"
`ends_with`	lead.email ends_with "@gmail.com"
`not_contains`	lead.name not_contains "test"
`regex`	lead.email matches `@(gmail\|outlook)\.` (case-insensitive)

Fields available today: lead.name and lead.email (on lead.captured), locale and deviceType (on session.created). Nested fields use dot notation.

Actions

Action	Status
`resolve`	✅ Auto-resolves the conversation
`add_label`	🚧 Accepted, execution in development
`set_priority`	🚧 Accepted, execution in development
`escalate`	🚧 Accepted, execution in development
`send_notification`	🚧 Accepted, execution in development
`auto_reply`	🚧 Accepted, execution in development

Example Rule

"Auto-resolve short-lived sessions from a locale"

{
  "name": "Auto-resolve pt-BR sessions",
  "trigger": "session.created",
  "conditions": [
    { "field": "locale", "operator": "equals", "value": "pt-BR" }
  ],
  "actions": [
    { "type": "resolve", "value": "" }
  ]
}

API

Method	Endpoint	Action
`GET`	`/api/automations`	List all rules
`POST`	`/api/automations`	Create rule
`PATCH`	`/api/automations`	Update rule
`DELETE`	`/api/automations`	Delete rule

Rules execute in priority order (higher priority first). Disable a rule by setting active: false.

Automation Rules

Automation Rules

How It Works

Triggers

Conditions

Actions

Example Rule

API

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