Automations
Rules that triage inquiries before a human sees them, plus AI-drafted replies your team can insert with one click.
Rules
Triggered top-to-bottom on each inbound message.
Auto-tag refund requests
47 matches · last 30d
Spot refund requests as soon as they come in.
When
Message body contains 'refund' or 'money back' or 'charge back'
Then
Add tag 'refund-request' · Assign to Billing team
Route SMS to SMS Triage team
198 matches · last 30d
All inbound SMS goes to the right pod for fast first-touch.
When
Channel = SalesMessage SMS · Status = open · Assignee = none
Then
Assign to SMS Triage team
Escalate angry / legal language
6 matches · last 30d
Surface heated conversations to leadership immediately.
When
Message body matches 'angry|frustrat|unacceptable|lawyer|attorney|sue'
Then
Set priority = High · Mention @leadership · Page on-call
Out-of-hours auto-acknowledge
312 matches · last 30d
Confirm receipt outside business hours so parents don't think we ghosted them.
When
Received outside 8am–6pm CT · Channel = HubSpot or Help Scout
Then
Send template 'We received your message and will reply by 10am CT tomorrow.'
Close stale pending tickets
0 matches · last 30d
Auto-close pending conversations that the customer has gone quiet on.
When
Status = pending · No customer reply in 7+ days
Then
Close with reason 'auto-closed: customer did not respond'
AI suggested replies
When enabled, every open conversation gets a drafted reply in the side panel. Staff stay in control — nothing is sent automatically.
Tone