Helpdesk AI

Create Automation Rule

Configure automated workflows for your helpdesk

Rule Type

Conditions

Actions & AI

Basic Information

Trigger Conditions

Define when this rule should trigger. You can combine pattern matching (content-based) and context conditions (metadata-based). Leave empty to apply to all conversations.

Pattern Conditions

Match content using contains, equals, starts with, or regex patterns

No pattern conditions defined. Click "Add Condition" to match content patterns.

Context Conditions

Match based on conversation metadata like priority, sentiment, or keywords

Keywords

Trigger when conversation contains any of these keywords

Only trigger for conversations with this priority

Only trigger for conversations with this sentiment

Only trigger for new or returning contacts

Classification Actions

Select one or more labels to apply when this rule matches

Confidence Threshold

70%

Only apply labels when AI confidence is above this threshold

Log AI Reasoning as Private Note

Post the AI's reasoning and analysis as a private note in the conversation thread

AI Configuration

Enable AI

Use AI to enhance rule execution

Select the AI provider

Leave empty to use provider default

Temperature

0.3

Lower values make output more focused, higher values more creative

Confidence Threshold

70%

Custom AI Prompt

Override or extend the default prompt for this rule type

Cancel

About Automation Rules

Automation Rules unify content-based pattern matching with AI-powered automation. Configure rules to:

Classify conversations with labels automatically
Route to the right team or agent
Respond with AI-generated messages
Summarize long conversation threads
Analyze customer sentiment in real-time

Condition Types

Pattern Conditions

Match message content, subject, or contact info using contains, equals, starts with, or regex patterns.

Context Conditions

Match based on metadata like keywords, priority, sentiment, or contact type.

Classification

Automatically classify and label conversations

Testing Recommended

After creating a rule, use the "Test" feature to verify it works as expected before enabling it in production.