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Conversations

Automation rules

Let Texa Desk label, assign and reply to conversations by itself when something happens.

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An automation rule does something by itself whenever a conversation matches. For example: “when a message contains refund, add the label refund”, or “when a conversation is created in the WhatsApp inbox, assign the Support team”.

Make a rule

  1. Go to Settings → Automation and add a rule.
  2. Name it and describe it.
  3. Choose the event: a conversation is created, a conversation is updated, a message is created, or a conversation is opened.
  4. Add the conditions, such as the message contains a word, the inbox is WhatsApp, the status is open, or the customer’s email domain is a company’s.
  5. Add the actions: assign a person or team, add or remove labels, set the priority, send a message or an email, add a private note, mute, snooze or resolve.
  6. Save. The rule is on straight away, and you can turn it off in the list at any time.

Good to know

  • Rules run in the order of the list. A rule changing a conversation can set off another rule, so keep them simple.
  • Texa AI routes and labels the conversations it hands over itself. You don’t need a rule for those.
  • For things your team does by hand, a macro is usually better than a rule.

Still need help?

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  • Assign, label and resolve Give a conversation to the right person or team, set its priority and labels, snooze it, and resolve it when it's done.
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  • Canned responses and macros Save the answers you give every day, and run several steps on a conversation with one click.
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