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.
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 website visitors and route their conversations.
Automation Setup
| Configuration | Value |
|---|---|
| Conditions | Channel Type is Web Widget Channel Label is "Website Support" |
| Actions | Send welcome message Add label "new-conversation" Assign to bot |
Outcome
When a visitor starts a conversation from the website support widget, they immediately receive a welcome message. The conversation is labeled and assigned to the bot for initial handling.
