Quick rules
Quick rules handle small, repetitive jobs without building an automation: tag a contact, close a conversation, tell a teammate. Automations handle notifications; rules keep things tidy.
Quick rules are on the Growth plan and above, under Automations → Quick rules.
Build a rule
Section titled “Build a rule”A rule has a trigger, optional conditions and one or more actions.
| Trigger | Options |
|---|---|
| A customer sends a message | Only when it mentions certain words (comma separated, such as refund, cancel, complaint), on any channel or one |
| A conversation goes unanswered | For how many minutes (30 by default, up to 24 hours) |
| A contact is added | |
| A tag is added to a contact | Which tag |
| A message fails | For any reason, or one, such as Not reachable on this channel |
| A contact opts out | On any channel, or one |
| Action | |
|---|---|
| Add a tag / Remove a tag | |
| Assign the conversation | To a teammate |
| Close the conversation | |
| Send a reply | Text with {{placeholders}}. Sent only inside the 24-hour reply window, and charged like any reply. |
| Start an automation | Any live automation, for the contact |
| Email a teammate |
Add up to ten actions; they run in order.
Starting points
Section titled “Starting points”The quick rules page offers ready-made rules:
- Close conversations that say thanks.
- Email me about conversations nobody answered.
- Tag contacts who opt out.
Recent runs on each rule shows when it ran and what it did.