Automation Meets Macros

Automation rules and macros are powerful on their own. Together, they let you automate entire workflows end-to-end — from the moment a conversation arrives to when it's resolved.

Automation Rules

Automation rules are event-driven. They fire when something happens in your account and execute actions based on conditions you define.

Trigger Events

Rules can fire on three key events:

• conversation.created — A new conversation arrives on any channel
• message.created — A new message is added to a conversation
• status_changed — A conversation moves between open, pending, resolved, or snoozed

Conditions

Each rule can check up to 10 condition attributes before executing, including:

• Channel type (WhatsApp, email, web widget, etc.)
• Contact attributes (email, phone, custom fields)
• Conversation properties (status, assignee, team, labels)
• Message content patterns

Actions

When conditions match, rules can perform 11 different action types — assign to an agent or team, add or remove labels, send auto-replies, change status, and more.

Macros

While automation rules respond to events automatically, macros are reusable action bundles that package multiple actions into a single click.

How Macros Work

Instead of performing five separate actions every time a sales lead comes in — label it, send a welcome message, assign to Sales, set priority, schedule a CSAT survey — you create a macro that does all five in one go.

Macros can be:

• Global — Available to everyone on your account
• Personal — Created by individual agents for their own workflows

Actions within a macro can be reordered with drag-and-drop, making it easy to adjust the sequence as your processes evolve.

Better Together

The real power comes from combining both. An automation rule can trigger a macro as one of its actions. This means:

1. A conversation arrives on WhatsApp (event triggers the rule)
2. The rule checks that the contact has a sales tag (condition)
3. The rule executes the "Sales Onboarding" macro (action)
4. The macro runs all five bundled actions in sequence

You get event-driven triggers with the reusability of packaged action bundles — automating complex, multi-step workflows that previously required manual agent effort.

Get Started

Automation rules are available on all plans. Macros require a Professional or Enterprise plan. Head to Settings → Automation to create your first rule, and Settings → Macros to bundle your most common action sequences.