Run ordered actions when conversation events meet your conditions.
- Open Automate → Workflows as a workspace administrator and create a rule or choose a template.
- Name the rule and select a trigger: conversation creation, ending, rating change or tag change.
- Choose AND or OR matching and add conditions for channel, group, tag, rating or status.
- Add ordered actions such as adding a tag, assigning a group or agent, creating a linked ticket, or adding an internal note.
- Save the rule, use Preview with a current-workspace conversation, and review expected actions.
- Enable the rule when ready, generate a new matching event and inspect Execution history.
¶ Check the result and solve problems
New rules and copies start disabled. Preview does not write customer data or replay past events. Empty AND conditions can match every event of the selected type. Retries use the original rule version and event snapshot; inspect completed actions before retrying unfinished work.
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