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Automation rules

04 Sep 2026 · Chatku Team · 2 min read

Automation rules

Automation runs actions for you when something happens in a conversation. Manage rules under Settings → Automations (requires the Automation permission and a plan that includes automation).

A rule is: When a trigger fires, if the conditions match, then run the actions.

Create a rule

  1. Open Settings → Automations → New rule.
  2. Give it a Name and choose an Inbox scope (all inboxes, or a specific one).
  3. Pick a Trigger.
  4. Optionally add Conditions (and choose whether all or any must match).
  5. Add one or more Actions.
  6. Toggle Enabled and Save.

Triggers

  • Conversation created — a brand-new conversation starts.
  • Message received — an incoming message from a customer.
  • No reply (follow-up) — no reply for a while. You set who we're waiting on (agent or customer) and the delay in minutes (default 30).
  • Conversation resolved.
  • Conversation assigned.

Conditions

Combine any of these; each has an operator such as is / is not / contains / does not contain / matches regex:

  • Channel — webchat, telegram, whatsapp, whatsapp_web, instagram, facebook, line, slack, twitter
  • Message text — contains / matches a pattern
  • Inbox
  • Business hours — inside or outside your configured hours
  • First message — is this the first message in the conversation
  • Contact name

Actions

  • Send message — send a fixed reply to the customer.
  • Assign to — assign the conversation to an agent or a team.
  • Add label / Remove label.
  • Set status — open, pending, resolved, or snoozed.
  • Notify — send an internal notification to an agent or team (with your own text).
  • AI reply — let the AI chatbot generate and send the reply (or hand off to a human). Requires the AI chatbot to be set up.

Business hours

Automations can react to your business hours. Set them from the same page (Business hours): toggle each day on/off and set open/close times, or use the 24h shortcut. Business hours also power the inside/outside hours condition and the chatbot's after-hours activation.

Execution history

Open Logs to see recent runs. Each entry shows a green dot (matched and ran) or red dot (error), the rule name, the trigger, and a timestamp — handy for confirming a rule works or debugging one that doesn't.

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