Automation rules

An automation rule tells Hadir Chat: "when this happens, and these conditions match, do this". For example: every WhatsApp message containing the word "refund" goes to the returns team and gets a "refund" label. The rule runs by itself, so the customer is not waiting for someone to sort the conversation by hand.

Before you start

• Rules are managed by administrators.
• Set up what the rule will use first: teams, labels and custom attributes.

Create a rule

1. In the inbox, open Settings, then Automation.
2. Select Create Automation (1).

3. Enter a Rule Name (1) and a Description, so your colleagues know what it does.
4. Choose the Event (2) that starts the rule:
   • Conversation Created: as soon as a new conversation begins.
   • Conversation Updated: when something on it changes, such as labels or the assignee.
   • Message Created: on every new message.
   • Conversation Opened and Conversation Resolved: when its status changes.
5. Under Conditions (3), pick what must match, such as Inbox, Message Content, Labels or Priority, then the value. Select Add Condition for another one, and join them with AND or OR.
6. Under Actions (4), pick what should happen. Select Add Action for more.
7. Select Create (5). The rule appears in the list, switched on.

Note: changing the Event after adding conditions and actions clears them, so choose the event first.

Actions you can add

• Assign to Agent or Assign a Team, and the reverse: Remove Assigned Agent and Remove Assigned Team.
• Add a Label, Remove a Label and Change Priority.
• Send a Message to the customer, Send Attachment, or Add a Private Note for the team.
• Send an Email to Team and Send an Email Transcript.
• Mute Conversation, Snooze Conversation, Mark conversation as pending, Open conversation and Resolve Conversation.
• Send Webhook Event to notify a system of your own.

Rules that run after a wait

If your plan includes delayed execution, the form asks When should this rule run? Choose Run instantly or Run after a wait, then set the Wait condition:

• No teammate has replied: the clock starts when the customer writes; the rule runs if nobody answers in time.
• Customer hasn't replied: the clock starts with your reply; useful for a follow-up message or closing a stalled conversation.
• Conversation stays in a status: for example, still Pending after two days.

Set the time under For. If things change before it runs out, the rule is skipped. These rules are listed under the Runs after a wait tab. Delayed execution is part of the "Automatic replies and automation" package.

Pause or copy a rule

In the list, use the Active switch to pause a rule without deleting it, Clone to start a similar one, and Edit or Delete as needed.