> ## Documentation Index
> Fetch the complete documentation index at: https://docs.risponse.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Rule building blocks

> Understand the three building blocks of a Risponse automation rule: triggers, conditions, and actions, and how delays and AND/OR logic fit in.

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

## 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.

## 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:

| Logic | Meaning | Example |
| - | - | - |
| **AND** | Every condition must match | Message contains "urgent" AND the chat has the label "VIP" |
| **OR** | Any one condition is enough | Message contains "refund" OR "cancel" |

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.

> [!TIP]
>
> Leave conditions empty if you want the rule to act every time the trigger fires.

## 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.

> [!WARNING]
>
> Some actions, like sending a message, reach real customers. Read your rule twice before you publish it.

## Related

* [Set up a rule](https://docs.risponse.com/automations/setup.md)
* [Automation rules overview](https://docs.risponse.com/automations/overview.md)
* [Labels](https://docs.risponse.com/features/labels.md)


## Related topics

- [Set up an automation rule](https://docs.risponse.com/automations/setup.md)
- [Automated notifications](https://docs.risponse.com/automations/notifications.md)
- [Automated replies](https://docs.risponse.com/automations/replies.md)
- [Automated escalation](https://docs.risponse.com/automations/escalation.md)
- [Automated assignment](https://docs.risponse.com/automations/assignment.md)


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