Choose a trigger
Start when a visitor opens a page, a conversation is unanswered, or a relevant lead event occurs.
Support Automations
Let rules handle the repeatable steps
Build workflows that welcome visitors, route conversations and flag unresolved questions. Review each run so the team can understand what the automation did.
Automations
Get startedTurn support habits into repeatable rules
Choose the event, set the condition, and define which supported action should follow.
Set conditions
Match the page, topic, handoff state or other available context before acting.
Route and assign
Send a conversation to the appropriate team and tag the thread for review.
Notify the right teammate
Send a configured notification for an escalation or qualified lead.
Welcome and collect feedback
Show a welcome invitation on selected pages or ask for feedback after a conversation.
Monitor execution
Check successful and failed runs. Inspect the error and review the rule before making a change.
Example: route an unanswered question
When the agent cannot answer, the workflow can tag the conversation, assign the support team and notify them that a reply is needed.
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Trigger
The agent escalates an unanswered conversation.
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Condition
The thread has no current human assignee.
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Action
Assign the support team, add a tag and notify a teammate.
Build a workflow your team can check
Test a single event before enabling the rule on live conversations.
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1
Define the outcome
Decide who owns the next step and what context they need.
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2
Configure and test
Choose supported triggers, conditions and actions. Check the result in a test run.
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3
Activate and review
Enable the rule and inspect its execution history for errors or unexpected matches.
Frequently asked questions
Find the next detail you need before setting up or choosing a plan.
Can workflows execute custom code?
Workflows use the controlled triggers, conditions and actions available in the builder.
Can I pause a rule?
Deactivate the workflow when it should stop running. Use its history to review previous runs.
Does every plan have the same workflow allowance?
Workflow availability and allowances are configured by plan.
Automate one support task
Start with a recurring question, a routing rule or a follow-up notification.