Automation Rules

Create powerful automation rules that trigger actions based on conversation events and conditions. Automate assignments, labels, notifications, and more.

Automation that works while you sleep

Set up rules once and let them handle the repetitive work. Route, assign, label, and notify automatically.

Build powerful workflows with simple rules

Create automation rules using a visual builder. Define triggers, set conditions, and choose actions—no coding required.

Multiple triggers — conversation created, updated, message created, or reopenedCombine conditions — use AND/OR logic to create precise targetingChain actions — execute multiple actions in sequence when rules matchAvailable Triggers

When a new conversation starts

When attributes change

When a new message arrives

When reopened from snoozed/resolved

Filter with precision

Define exactly when automations should run. Combine multiple conditions with AND/OR logic to create precise targeting rules.

Contact attributes — filter by email, phone, country, browser languageConversation properties — status, priority, assigned agent, team, labelsCustom attributes — use any custom field you've defined in your accountMultiple operators — equals, contains, starts with, and moreCondition Types

Execute tasks instantly

When conditions match, trigger powerful actions automatically. From simple assignments to complex multi-step workflows.

Team & agent assignment — automatically route to the right peopleLabels & organization — categorize conversations automaticallyNotifications — email team members when important events occurConversation management — resolve, snooze, or mute automaticallyAssign Agent

Route to specific agent

Categorize conversation

Auto-reply to customer

One-click actions for agents

Save sequences of actions as macros that agents can execute with a single click. Perfect for repetitive workflows that need human judgment.

Sequential actions — define a series of steps executed in orderOne-click execution — agents run complex workflows instantlyPrivate or shared — personal macros or team-wide templatesPreview before running — see what actions will be performedAvailable Macros

Assign teamAdd labelSend messageClose as SpamAdd labelResolveMuteSend to BillingAssign teamAdd labelEmail transcriptCanned Responses

Reply faster with saved templates

Create reusable message templates for common replies. Type a shortcode and instantly insert the full response, complete with dynamic variables.

Shortcode triggers — type / followed by code to insert templatesDynamic variables — personalize with contact and conversation dataRich formatting — include links, formatting, and attachmentsTeam shared — all agents can access and use saved responses/greetingHi ,

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Never miss a deadline

Define service level agreements and track compliance automatically. Get alerts before breaches and measure your team's performance against commitments.

First Response Time — track time to initial agent responseNext Response Time — monitor follow-up response speedResolution Time — measure total time to close issuesBreach alerts — get notified before SLAs are violatedHit rate reports — track compliance and identify patternsEnterprise SLA

Extend automations to any system

Connect Chatwoot to your existing tools and workflows. Trigger webhooks, call external APIs, and build custom integrations.

WebhooksReceive real-time HTTP callbacks when events occur. Signed payloads ensure security.

REST APIFull API access for building custom integrations and automating bulk operations.

IntegrationsNative integrations with Slack, Linear, Dialogflow, and more popular tools.

Stop spending time on repetitive tasks. Let automations handle the routine work while your team focuses on what matters.