A collection of ready-to-use automation templates for common support workflows. Most templates list the event, conditions and actions needed to set them up. Where no rule is needed, the entry says so.
1. Route by keyword to specialist
Automatically assign conversations to a billing or specialist team when key topics are mentioned.
- Event: Conversation created
- Conditions: Message content Contains "refund" OR "billing" OR "cancel"
- Actions: Assign a team → Billing Team, Add a label → "billing"
2. VIP customer fast-track
Route high-value customers to a senior support team as soon as they reach out.
- Event: Conversation created
- Conditions: Shopify customer tag Contains "VIP" OR Customer total order value Is greater than 500
- Actions: Assign a team → Senior Support, Add a label → "vip", Change priority → High
3. Language-based routing
Send conversations to the right team based on the detected language of the first message.
- Event: Conversation created
- Conditions: Conversation language Equal to "es"
- Actions: Assign a team → Spanish Team, Add a label → "spanish"
Duplicate this rule for each language you support (e.g. "pt" → Portuguese Team, "fr" → French Team).
4. Auto-label by topic
Tag conversations automatically based on the subject they cover.
- Event: Conversation created
- Conditions: Message content Contains "shipping" OR "delivery" OR "tracking"
- Actions: Add a label → "shipping"
Create a separate rule for each topic you want to track (e.g. returns, technical, account).
5. Urgent flagging
Flag conversations as high priority when customers use urgent language.
- Event: Message created
- Conditions: Message content Contains "urgent" OR "ASAP" OR "immediately"
- Actions: Add a label → "urgent", Change priority → High
6. Returning customer tag
Label conversations from customers who have ordered before.
- Event: Conversation created
- Conditions: Customer has made a purchase Equal to Yes
- Actions: Add a label → "returning-customer"
This checks the customer's Shopify order history. There is no condition for the number of earlier conversations, and no reliable condition for first-time contacts: someone who isn't a customer in your Shopify store yet doesn't match Customer has made a purchase at all, neither Yes nor No.
7. Auto-resolve spam and bot messages
Silently close automated or delivery failure emails without agent involvement.
- Event: Conversation created
- Conditions: Sender email Contains "mailer-daemon" OR Sender email Contains "noreply@"
- Actions: Resolve conversation, Mute conversation
8. Reopen on customer reply
You don't need a rule for this. When a customer replies to a resolved conversation, it reopens on its own. Muted conversations are the exception: a reply doesn't reopen them.
9. Auto-resolve after agent reply
Resolve conversations that only need a single reply from the team.
- Event: Message created
- Conditions: Message type Equal to Outgoing Message AND Inbox Equal to "Order updates"
- Actions: Resolve conversation
Use this on an inbox where every conversation needs one reply. Outgoing Message also matches AI agent replies and private notes, so a note or an AI agent reply resolves the conversation too. Don't apply it to your main support inbox. Conversations resolved by an automation don't get a CSAT survey.
10. Escalate unanswered conversations
Hand a new conversation to a team lead when it has sat untouched for 4 hours.
- Event: Conversation created
- Conditions: Status Equal to Open
- Delay: Wait before running actions → 4 hours
- Actions: Assign a team → Team Lead, Add a label → "escalated"
Set the wait in the Delay panel, between Conditions and Actions. Anything written during the wait cancels the escalation: an agent reply, an AI agent reply, a private note or another message from the customer. So the rule only catches conversations that sat untouched for 4 hours. It also doesn't run if the conversation is no longer open when the wait ends.
Don't pair it with a rule that sends an automatic message to the same conversations, such as template 14. That message counts as a reply and cancels the escalation. To see every conversation that is still waiting, create a view with Status Open and no assignee.
11. Alert on negative sentiment
Catch angry or at-risk customers and surface them to a team lead immediately.
- Event: Message created
- Conditions: Message content Contains "angry" OR "lawsuit" OR "terrible" OR "disgusting"
- Actions: Add a label → "needs-attention", Assign a team → Team Lead, Send webhook event → Slack alert
12. Round-robin assignment
Distribute new incoming conversations evenly across your support team.
- Event: Conversation created
- Conditions: Inbox Equal to "Support"
- Actions: Assign a team → Support Team
Enable "auto assignment" in your team settings to activate true round-robin distribution.
13. Auto-assign by inbox
Route conversations from a specific inbox directly to the team that owns it.
- Event: Conversation created
- Conditions: Inbox Equal to "WhatsApp"
- Actions: Assign a team → WhatsApp Team, Add a label → "whatsapp"
14. Welcome message on first contact
Send a greeting when a customer starts a new conversation.
- Event: Conversation created
- Conditions: Inbox Equal to "Support"
- Actions: Send a message → "Welcome! We've received your message and will get back to you shortly."
This sends once per conversation, on the customer's first message. A customer who starts a second conversation later gets the greeting again.
15. Close inactive pending conversations
Resolve conversations that were set to pending and then went quiet.
- Event: Conversation updated
- Conditions: Status Equal to Pending
- Delay: Wait before running actions → 3 days
- Actions: Resolve conversation, Add a label → "auto-closed"
The wait starts when someone sets the conversation to pending. When it ends, the conversation is resolved only if it is still pending and nothing has been written in it since. A customer message, an agent reply, an AI agent reply or a private note during the wait cancels it. The rule runs one wait per conversation at a time, so setting the conversation to pending again before the first wait has ended doesn't start a new one. A conversation set to pending until a date that comes before the wait ends reopens first, and the rule leaves it alone. Conversations resolved by an automation don't get a CSAT survey.
For open conversations you don't need a rule. Go to Settings → Account settings and set Number of days after a ticket should auto resolve if there is no activity (1 to 999 days). It resolves open conversations with no activity for that many days. Pending conversations aren't resolved by it, and conversations resolved this way don't get a CSAT survey.