Automation Rules

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

How It Works

Each rule reads like a sentence: If something happens and conditions match, then do something. Build rules in Settings → Automations with the guided if → then builder, or start from a quick start (for example, "Hand over when the visitor asks for a person").

Trigger: what event starts the rule
Conditions: optional filters. All conditions must match (AND)
Actions: what to do when they match

Rules run in priority order (higher first). Rules created without a chatbot apply to all your chatbots.

Triggers

Trigger	Fires when	Condition fields
`message.received`	A visitor sends a message (runs before the AI answers)	`message.text`
`session.created`	A new conversation starts	`locale`, `deviceType`
`lead.captured`	A lead is collected	`lead.name`, `lead.email`
`ticket.created`	A ticket is opened	`ticket.subject`, `ticket.priority`, `ticket.email`
`handoff.escalated`	The AI (or a rule) escalates to a person	`reason`

During a handover (queued or human) the widget stores visitor messages without calling the AI, so message.received rules do not run for those.

Conditions

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

Actions

Action	What it does
`escalate`	Hands the conversation to a person (queued). Value: optional reason
`assign_agent`	Assigns the conversation to a team member (value: their user id; the builder shows a picker)
`auto_reply`	Shows the visitor a fixed message. On `message.received` it replaces the AI answer
`add_label` / `remove_label`	Adds or removes a label by name (created if it doesn't exist)
`set_priority`	Sets a ticket's priority (`ticket.created` only)
`resolve`	Marks the conversation resolved

When a message.received rule escalates, assigns or replies, the AI is skipped for that message and the visitor sees the rule's reply (or a default "connecting you with our support team" line). escalate is not offered on handoff.escalated to avoid loops, but assign_agent is, which is how you route escalations to a specific person (for example VIP customers).

Hand over when the visitor asks for a person

The quick start Hand over when the visitor asks for a person is a message.received rule with a regex over common phrases ("talk to a human", "falar com um atendente", "hablar con un agente", ...) and an escalate action. Unlike the AI's own escalateToHuman tool, it is deterministic: it doesn't depend on the model deciding to escalate.

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

Disable a rule by setting active: false.

Automation Rules

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