Event: Conversation Created
Overview
The Conversation Created event is triggered when a new conversation is created in your workspace. This event allows you to automatically apply rules at the very beginning of a conversation, ensuring it is handled correctly from the start.
A single automation rule can include multiple conditions and multiple actions. All conditions must be met for the rule to run, and when they are, all configured actions will be executed automatically.
Conditions
Conditions define when the automation rule should apply. You can add one or more conditions to narrow down which conversations will trigger the rule.
Channel Type
This condition filters conversations based on the type of channel where the conversation is created, such as a web widget or other supported channels.
Channel Label
This condition filters conversations based on the label assigned to the channel. It helps you apply different automation behaviors for different channels or use cases.
Custom Attribute
This condition filters conversations based on the value of a contact or conversation attribute. It allows you to build more targeted automation rules using data already captured about the contact or conversation.
You can select from two attribute sources:
- Contact Attribute — Attributes associated with the contact who started the conversation
- Conversation Attribute — Attributes associated with the conversation itself
The available operators depend on the attribute type:
| Attribute Type | Available Operators |
|---|---|
| Text | Is, Is not, Contains, Does not contain, Starts with, Ends with |
| Number | Is, Is not, Greater than, Greater than or equal to, Less than, Less than or equal to |
| Link | Is, Is not, Contains, Does not contain, Starts with, Ends with |
| List | Is any of, Is none of |
Example: If you have a contact attribute Subscription Plan (list type), you can set the condition to "Subscription Plan is any of Enterprise, Business" to automatically assign high-value customers to a dedicated support agent as soon as their conversation is created.
Actions
Actions define what happens when the conditions are met. Each automation rule supports one action.
Send Message
Automatically sends a predefined message to the conversation when it is created. This is commonly used for greeting messages or initial instructions.
Add Label
Automatically adds a label to the conversation. Labels help organize conversations and can be used for reporting or further automation.
Assign to Agent
Automatically assigns the conversation to a specific agent, ensuring it is handled by the right person from the start.
Distribute to Available Agent
Automatically assigns the conversation to an available agent based on system availability, helping balance the workload across your team.
Assign to Bot
Automatically assigns the conversation to a bot, allowing the bot to handle the conversation before involving a human agent if needed.
Example
Scenario
Automatically greet new enterprise customers from the website support widget and route them directly to a dedicated support agent.
Automation Setup
| Configuration | Value |
|---|---|
| Conditions | Channel Label is "Website Support" Contact Attribute: Subscription Plan is any of "Enterprise, Business" |
| Actions | Send message: "Welcome! Thank you for reaching out. As a valued Enterprise customer, you've been connected to our dedicated support team. An agent will be with you shortly." Add label "enterprise-support" Assign to agent |
Conditions:
Actions:
Outcome
When an Enterprise or Business customer starts a conversation from the website support widget, they immediately receive a welcome message. The conversation is labeled and assigned directly to a dedicated support agent for priority handling.
