Creating your first automation

How to · Updated 2026-08-11 · Describes Sprint 36

Open Automation → New rule, write what it does in your own words, then work through When, If and Then. Save it, try it against an example, and only then turn it on.

Steps

1. Open Automation and choose New rule.
2. Say what the rule does, in your own words. This sentence is what everybody else will read.
3. When: choose what starts it — a customer writing, a booking being made, somebody going quiet.
4. If: add the conditions that must hold. A rule with no conditions runs every time.
5. Then: add what happens. Start with an internal note if you want to watch it before it speaks to anybody.
6. Try it against an example message and read why it would or would not act.
7. Save, then turn it on. They are two separate acts.

Why saving and turning on are separate

A saved rule does nothing. Turning it on is the moment your customers can hear from it, and it deserves its own decision — the same reason knowledge has an approval step.