Workflow Rules

You can use workflow rules to help you automate your team’s processes. You can either choose from pre-defined conditions, or use our “Matches AI prompt” field to trigger actions.

Some common use-cases include:

• Assign someone to handle all support requests from a given company or tier (e.g. Enterprise)
• Automatically ignore spam messages
• Set a threads’ priority if it includes certain key phrases
• Route demo requests or trial extension threads to your sales team
• Assign threads based on the used support email (e.g. Give all security@ emails to Jane)

To manage your workflow rules go to Settings → Workflow Rules.

When building a new rule, you can choose among a set of conditions which result in one or more actions. You can also use the “AI match prompt” to write exactly what your trigger should be.

There are a few conditions you can choose from, based on the thread’s attributes:

• a given label is applied
• is from a given company
• belongs to tenant
• is from a given slack channel
• is from a specific support channel (Slack, MS Teams, chat, API)
• has a specific tier (ie Enterprise)
• is for a specific support address (ie sales@yourcompany.com)
• contains a certain keyword (ie vulnerability)

When the chosen condition matches a thread, you can perform any of the following actions:

• assign someone to the thread
• set thread status
• set tier
• set the thread priority
• apply a given label
• add a customer to a customer group
• add a note to a thread