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An automation rule is a simple “if this, then that” instruction. You set it once. Risponse then follows it every time the situation comes up.

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How a rule works

Every rule has three parts.
  1. Trigger. Something happens, such as a new message arriving or a ticket changing.
  2. Conditions. Risponse checks whether the situation matches your requirements. For example, does the message contain the word “refund”?
  3. Actions. If the conditions match, Risponse does the job. It can reply, assign a chat, create a ticket, and more.
You can also add a delay. This lets a rule wait before it checks or acts. For example, a rule can wait two hours and then see if anyone has replied yet.

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Example

A customer writes to your number at 10 pm. Your team is offline. The rule sees the message arrived outside working hours and sends a short note: “Thanks for writing. We will reply by 10 am tomorrow.” The customer feels heard. Your team does nothing.

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When rules help most

  • You get many messages every day.
  • The same questions come up again and again.
  • Chats get lost because nobody owns them.
  • Managers need a warning when a reply is late.
Start small. Turn on one rule, watch how it behaves for a few days, then add more.
Rules run on their own, so a mistake can repeat many times. Test each new rule with a chat you control before you publish it.

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Pick a use case

Automated ticketing

Turn chats into tickets without typing.

Automated replies

Answer common messages instantly.

Automated assignment

Send chats and tickets to the right person.

Automated escalation

Alert managers when something is late or important.

Automated flagging

Highlight messages that need attention.

Automated notifications

Send message data to other tools.