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Automation Meets Macros
Automation rules and macros are useful on their own. Together, they take the repetitive work out of every conversation, from the moment it arrives to when it's resolved.
Automation Rules
Automation rules are event-driven. They fire when something happens in your account and run actions based on conditions you define.
Trigger Events
Rules can fire on three events:
- Conversation created: a new conversation arrives on any channel
- Message created: a new message is added to a conversation
- Conversation status changed: a conversation moves between open, snoozed and resolved
Conditions
Each rule can check several conditions, joined with AND or OR, including:
- Status, priority, assignee, team and inbox
- Labels
- Message content and message type
- The contact's email or phone number
Actions
When conditions match, a rule can assign to an agent or team, add or remove labels, change status or priority, send a message, add a private note, send a webhook, mute or unmute the conversation, or create a ticket.
Safe to switch on
- Ready-made rules: start from examples, such as routing VIP customers to a team or tagging conversations that mention a refund
- Preview: see what a rule would have done to your 50 most recent conversations before it goes live, without changing anything
- Loop protection: changes made by a rule don't trigger other rules, so rules can't set each other off
Macros
While automation rules respond to events automatically, macros package several actions into a single click.
How Macros Work
Instead of performing five separate actions every time a sales lead comes in (label it, send a welcome message, assign to Sales, set priority, add a note for the team), you create a macro that does all five in one go. Agents run it from the Run macro picker in the conversation.
Macros can be:
- Global: available to everyone on your account (created by admins)
- Personal: created by individual agents for their own workflows
Actions within a macro can be reordered with drag-and-drop, making it easy to adjust the sequence as your processes evolve.
Better Together
Rules and macros cover the two halves of the same job:
- Rules handle what should always happen, without anyone lifting a finger: tagging, routing, auto-replies
- Macros handle what an agent decides should happen: the five steps that follow "this is a sales lead"
Together they take the repetitive clicks out of every conversation, from the moment it arrives to when it's resolved.
Get Started
Automation rules and macros are included on plans above Starter. Head to Automate → Automation Rules to create your first rule, and Automate → Macros to bundle your most common action sequences.