Automation rules
Automation rules are the part of the product that works when nobody is looking: a rule you write once labels, assigns, replies and notifies for every conversation that matches, without anybody remembering to do it.
How a rule is built
Five things that can start a rule
A rule runs on conversation creation, a status change, an update, a new message, or a change to a contact — which covers the events a support process actually turns on.
Conditions on what you already store
Match on the inbox, the channel, the label, the priority, the assignee, a contact attribute or the message content, and combine conditions rather than writing one rule per case.
Twenty things it can do
Assign to an agent or team, add or remove labels, change status and priority, send a message or an email, add a private note, call a webhook, and more.
No code
Rules are built in a form and are readable by whoever inherits them, which is the point: an automation nobody understands is an automation nobody will change.
Worth knowing
Delaying a rule's action needs the delayed-automation setting enabled for your account; it is off by default. Everything else above is available with no setting at all.