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Automations
Triggers & conditions
Reference for all available automation triggers and condition operators.
Triggers & conditions reference
Triggers
| Trigger | Fires when… |
|---|---|
| Conversation created | A new conversation is opened |
| Message received | A customer sends a message |
| Conversation assigned | A conversation is assigned to an agent |
| Priority changed | Conversation priority is updated |
| Tag added | A tag is added to a conversation |
| Conversation resolved | Status changes to Resolved |
| CSAT response received | A customer submits a CSAT rating |
| No reply for X hours | No agent reply within a set time |
Condition operators
| Operator | Applies to |
|---|---|
| is / is not | Exact match |
| contains / does not contain | Text fields |
| is greater than / is less than | Numeric fields |
| is set / is not set | Optional fields |
Condition fields
- Channel - widget, email, API
- Conversation priority - Urgent, High, Medium, Low
- Assigned agent - specific agent or unassigned
- Tag - any tag on the conversation
- Contact email - customer's email address
- Message content - text of the incoming message
- CSAT score - 1–5 star rating
Combining conditions
Multiple conditions on the same automation are evaluated with AND logic by default - all conditions must be true for the automation to run.