Skip to main content

Automate conversation workflows with rules

Automation rules run actions when specific conversation or message events occur, so your team can reduce repetitive manual triage.

Where to find it​

Open Settings → Productivity → Automation.

When to use automation rules​

Use automation rules when you need predictable, repeated actions, such as:

  • Assigning conversations to a team by inbox or label
  • Setting status changes at specific lifecycle points
  • Applying or removing labels automatically
  • Sending webhook events to external systems

Create an automation rule​

  1. Open Settings → Productivity → Automation.
  2. Select Add automation.
  3. Enter a rule name and description.
  4. Choose an event trigger (for example, conversation created or message created).
  5. Add one or more conditions.
  6. Add one or more actions.
  7. Save and activate the rule.

Configure conditions and actions​

Common condition fields include inbox, status, assignee, team, labels, language, and custom attributes.

Common actions include:

  • Assign agent or assign team
  • Add label or remove label
  • Send message or email transcript
  • Open, snooze, pending, resolve, or mute conversation
  • Send webhook event

Some actions, such as SLA assignment, may depend on your enabled features.

Operate rules safely​

From the list view, you can clone, edit, activate/deactivate, and delete rules.

Tips and edge cases​

  • Start with one narrow rule, then expand scope gradually.
  • Avoid overlapping rules that update the same field in conflicting ways.
  • Test new rules in one inbox first.
  • Review inactive or low-value rules on a regular schedule.

Warning: Conflicting rules can cause repeated reassignment or status churn. Keep rule ownership clear and document intent in each rule description.

📷 Image (optional): Automation rule builder with conditions and actions
Why: Shows how trigger, condition logic, and action blocks are configured in one flow.
File: docs/images/inbox-automation-rule-builder.png
AI prompt: "Clean product documentation screenshot of OXVO Settings Productivity Automation page with a rule list and open rule builder modal showing fields Name, Description, Event trigger, Conditions section, Actions section, and Save button; modern SaaS interface, neutral grays with primary accent, OXVO branding only, synthetic values, 1600x1000, sharp and readable."