How to use automation rules

Automation rules let you define actions that Konversio takes automatically when certain conditions are met — without any manual intervention from your team.

What automation can do

A rule consists of a trigger, optional conditions, and one or more actions. Actions include:

• Assign a conversation to an agent or team
• Add or remove a label
• Send a message to the customer (e.g. a welcome message or out-of-hours reply)
• Send a webhook to an external URL
• Snooze or resolve a conversation

How rules work: trigger → conditions → actions

Triggers define when the rule runs. Available triggers include:

• Conversation created
• Conversation updated
• Message created
• Conversation status changed

Conditions (optional) narrow down which conversations the rule applies to. You can filter by inbox, label, assignee, conversation attribute, or message content (contains/does not contain a keyword).

Actions run when both the trigger fires and all conditions match. Multiple actions can be chained in a single rule.

Creating a rule

1. Go to Settings → Automation
2. Click Add Automation Rule
3. Give the rule a name
4. Select the trigger
5. Add conditions (or leave empty to match all conversations)
6. Add one or more actions
7. Save and enable the rule

Rules can be toggled on or off without deleting them, which is useful for seasonal rules or testing.

Common examples

Assign by inbox
Trigger: Conversation created. Condition: Inbox = "Support Email". Action: Assign team = "Support Team".

Label by keyword
Trigger: Message created. Condition: Message content contains "refund". Action: Add label = "billing".

Send a welcome message
Trigger: Conversation created. Condition: Inbox = "Live Chat". Action: Send message = "Thanks for reaching out — we'll be with you shortly."

Out-of-hours reply
Trigger: Conversation created. Condition: created outside business hours (if configured). Action: Send message with expected response time.

Rule ordering and limits

Rules run in the order they appear in the list. If two rules could both apply to the same conversation, both will run unless one of them changes a condition the other depends on. Reorder rules by dragging them.

There is no hard limit on the number of rules, but keeping the list concise and well-named makes it easier to audit over time. Disable rules you are not actively using rather than leaving a large list of active rules running on every event.