Set the rules. Let the platform run.
Build automation rules with triggers, conditions, and actions — for conversations, cases, and SLAs. No code, full control.
If this, then that — and more
Twenty-plus trigger types, if/else branching, and over forty actions — from assignments and auto-replies to webhooks and Slack notifications. The visual multi-step editor keeps complex workflows readable as your automation library grows.
Never miss a deadline
Define response and resolution targets by priority and channel — with automatic compliance tracking, business hours pausing, and escalation alerts when deadlines are at risk. Different teams get different SLA policies, because billing and technical support don't run the same playbook.
Track work that takes time
For issues that span days — disputes, returns, onboarding — cases give you custom stages, Kanban tracking, and due date aging indicators. Each case supports forms, file uploads, e-signatures, and links bidirectionally to conversations for a complete audit trail.
Time-aware automation
Business hours by team, channel, and timezone — with automatic routing changes, custom auto-replies when you're closed, and SLA timers that pause so your team isn't penalized for being human. After-hours conversations reach the right queue or AI agent automatically.
Automation rules act on Conversations, trigger from AI Agent events, enforce SLA policies tracked in Analytics, and manage Cases. They're the connective tissue of the platform.
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