Examples & templates

Automation examples & templates

1 - Auto-assign new widget chats

Goal: Route every live-chat conversation to the first available agent.

• Trigger: Conversation created
• Conditions: Channel is Widget
• Action: Assign to agent (round-robin)

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2 - Label billing questions

Goal: Tag any conversation mentioning billing so it's easy to filter.

• Trigger: Message received
• Conditions: Message content contains "invoice" OR "payment" OR "billing"
• Action: Add tag "billing"

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3 - Send a welcome message

Goal: Greet every new customer instantly.

• Trigger: Conversation created
• Conditions: Channel is Widget
• Action: Send message - "Hi {{contact.name}}! Thanks for reaching out. We'll be with you shortly. 👋"

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4 - Escalate urgent tickets

Goal: Make sure urgent conversations always land with a senior agent.

• Trigger: Priority changed
• Conditions: Priority is Urgent
• Action: Assign to senior-agent

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5 - Close idle conversations

Goal: Automatically resolve conversations with no activity for 48 hours.

• Trigger: No reply for 48 hours
• Conditions: Status is Open
• Action: Resolve conversation; Send message - "We're closing this conversation due to inactivity. Feel free to start a new chat any time."