How to Use Automation Rules

Akece’s automation feature helps streamline your team’s workflow by eliminating repetitive manual tasks. With automation rules, you can automatically assign conversations, apply labels, send emails, and much more — all based on predefined conditions.

This means your team can focus more on what truly matters: delivering great customer service.

How does automation work?

An automation rule consists of three main components:

• Event: the trigger that starts the automation

• Conditions: criteria that must be met

• Actions: tasks that will be executed when the conditions are satisfied

Available Events

Events are triggers that activate a rule. The available events include:

• Conversation created: triggered when a new conversation is started

• Conversation updated: triggered when a conversation is modified

• Message created: triggered when a new message is sent

• Conversation reopened: triggered when a conversation marked as resolved, pending, or snoozed is reopened

Conditions

Conditions determine when the automation should run. They are evaluated in the order you set. Available conditions depend on the selected event.

You can use operators like:

• is equal to

• is not equal to

And combine multiple conditions using:

• AND

• OR

Available Actions

Actions are the tasks performed automatically when conditions are met. You can choose from:

• Assign to an agent

• Assign to a team

• Add label

• Send email to team

• Email conversation transcript

• Mute conversation

• Snooze conversation

• Mark as resolved

• Send event via webhook

• Cancel

• Send attachment

• Send message

How to create an automation rule

1. Go to Settings → Automation Rules

2. Click Add automation rule

3. Fill in the following fields:

   • Name: give your rule a clear and descriptive title

   • Description (optional): briefly explain what the rule does

   • Event: select from the list of available triggers

   • Conditions: define when the rule should apply

   • Actions: set what should happen once the conditions are true

You can add multiple conditions and actions to create powerful workflows.

Example

Let’s say you want to automatically assign all conversations in French to the France Sales team. Here's how to set it up:

• Event: Conversation created

• Conditions:

  • Conversation status is equal to Open

  • Browser language is equal to French (fr)

• Action:

  • Assign team: France Sales

Managing automation rules

From the automation rules list, you can:

• Pause: toggle the “Active” switch

• Edit: click the pencil icon

• Duplicate: click the copy icon

• Delete: click the red trash icon

If you need help creating or optimizing automation rules in your account, contact our support team:
📩 [email protected] | 📱 @akece.ai