A collection of ready-to-use automation templates for common support workflows. Each template includes the event, conditions, and actions needed to set it up.
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 team → Billing Team, Add 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: Contact attribute "plan" equals "enterprise"
- Actions: Assign team → Senior Support, Add 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 equals "es"
- Actions: Assign team → Spanish Team, Add 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 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 label → "urgent", Change priority → High
6. New vs. returning customer tag
Tag first-time contacts differently so your team can give them extra attention.
- Event: Conversation created
- Conditions: Conversations count equals 1
- Actions: Add label → "new-customer", Send message → welcome canned response
Create a second rule with conversations count greater than 1 to tag returning customers.
7. Auto-resolve spam and bot messages
Silently close automated or delivery failure emails without agent involvement.
- Event: Conversation created
- Conditions: Email address contains "mailer-daemon" OR "noreply@", OR Email subject contains "unsubscribe"
- Actions: Resolve conversation, Mute conversation
8. Reopen on customer reply
Automatically reopen a resolved conversation when the customer writes back.
- Event: Message created
- Conditions: Message type equals "incoming" AND Status equals "resolved"
- Actions: Reopen conversation, Add label → "reopened"
9. Auto-resolve after agent reply
Resolve conversations that only need a single reply from the team.
- Event: Message created
- Conditions: Message type equals "outgoing" AND Label contains "one-reply"
- Actions: Resolve conversation
Add the "one-reply" label manually to any conversation that just needs a single answer before resolving.
10. Escalate unresolved conversations
Escalate conversations that have been sitting open without an assignee for too long.
- Event: Conversation updated
- Conditions: Status equals "open" AND Assignee is not present AND Created at is more than 4 hours ago
- Actions: Assign team → Team Lead, Add label → "escalated", Send webhook → Slack alert
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 label → "needs-attention", Assign team → Team Lead, Send webhook → Slack alert
12. Round-robin assignment
Distribute new incoming conversations evenly across your support team.
- Event: Conversation created
- Conditions: Assignee is not present AND Inbox equals "Support"
- Actions: Assign 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 equals "WhatsApp"
- Actions: Assign team → WhatsApp Team, Add label → "whatsapp"
14. Welcome message on first contact
Send a friendly greeting when a brand new contact opens their first conversation.
- Event: Conversation created
- Conditions: Conversations count equals 1
- Actions: Send message → "Welcome! We've received your message and will get back to you shortly."
15. Close inactive pending conversations
Automatically resolve conversations that have been pending with no customer reply for 72 hours.
- Event: Conversation updated
- Conditions: Status equals "pending" AND Last activity is more than 72 hours ago AND Last message type equals "outgoing"
- Actions: Resolve conversation, Add label → "auto-closed"