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., "message contains billing")
Actions — What to do when conditions match

Triggers

Trigger	Fires When
`session.created`	New conversation starts
`message.received`	User sends a message
`lead.captured`	Lead is collected
`ticket.created`	Ticket is created
`handoff.escalated`	AI escalates to human

Conditions

Operator	Example
`contains`	message.text contains "billing"
`equals`	session.locale equals "pt-BR"
`starts_with`	lead.email starts_with "test@"
`ends_with`	lead.email ends_with "@gmail.com"
`not_contains`	message.text not_contains "thank"
`regex`	message.text matches `^(help\|urgent)`

Conditions support nested fields: message.text, lead.email, session.locale, deviceType.

Actions

Action	Description
`add_label`	Add a label to the conversation
`resolve`	Auto-resolve the conversation
`set_priority`	Set ticket priority
`escalate`	Escalate to human agent
`send_notification`	Send alert notification
`auto_reply`	Send an automatic response

Example Rules

"Tag billing questions"

{
  "name": "Tag billing questions",
  "trigger": "message.received",
  "conditions": [
    { "field": "message.text", "operator": "contains", "value": "billing" }
  ],
  "actions": [
    { "type": "add_label", "value": "billing" }
  ]
}

"Auto-resolve thank you messages"

{
  "name": "Auto-resolve thanks",
  "trigger": "message.received",
  "conditions": [
    { "field": "message.text", "operator": "regex", "value": "^(thanks|thank you|thx)" }
  ],
  "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 Rules

API

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