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Every automation rule is built from the same three blocks. Once you know them, you can build almost anything.

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Trigger

The trigger is the starting event. Nothing happens until it fires. Common examples:
  • A new message arrives in a chat.
  • A ticket is created or changed.
  • A teammate is mentioned.
Pick one trigger per rule. Choose the one that matches the moment you care about.

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Conditions

Conditions are the filter. They decide whether the rule should continue. Examples:
  • The message contains the word “invoice”.
  • The message arrived outside working hours.
  • The chat has no reply after two hours.
You can add more than one condition and connect them in two ways: You can also group conditions inside other conditions. This is called nesting. Keep it simple where you can. A rule you can read at a glance is easier to fix later.
Leave conditions empty if you want the rule to act every time the trigger fires.

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Actions

Actions are what Risponse does once the conditions match. A rule can have several actions. For example, it can reply to the customer, assign the chat, and add a label. You can set a delay on each action. A delay is useful when you want to give your team time first. For example, create a ticket only if nobody has replied after 30 minutes.
Some actions, like sending a message, reach real customers. Read your rule twice before you publish it.