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Business rule triggers

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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Business rules consist of a trigger that meets a specific condition, which then performs an action. Understanding these building blocks will help you successfully build a business rule. For more information, see Create a business rule

The trigger is the first step in creating a business rule, which determines when the rule should run. As you build a rule, you'll choose what criteria triggers the rule. This article will show you the different triggers and how to set them up.

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In this article:

Instant triggers

  • Assigned runs the business rule when a conversation is assigned to a user.
  • First Inbound Interaction runs the business rule when a customer starts a new conversation, such as when they contact you via chat. Selecting this trigger allows you to set actions, such as sending an email.
  • Inbound Interaction runs when an inbound message is received.
  • Marked Done runs the business rule when a conversation is marked done.
  • Reopened runs a business rule when a conversation that was previously marked done is reopened.
  • All Updates runs the business rule on every conversation update, such as when its status is changed, or a user is assigned.
  • Team Assigned runs when a conversation is assigned to a team.
  • Unassigned runs the business rule when a user is unassigned from a conversation.

Timed triggers (beta access)

A timed trigger runs at a set interval once hourly. From the Set trigger dropdown, select Timed > Hourly.

To use a timed trigger, you must select the Has Been operator with Conversation type for at least one of your conditions. 

The Has Been operator indicates that when a specified amount of time has passed, the action set in the next step will take place. For example, if you want to send a message to your customer if a conversation has been open for more than two days, you would select Conversation status has been open greater than 2 days, respectively.

This trigger checks for conversations that meet the criteria every hour. If a conversation meets the criteria, the action set in the next section will occur. 

Note: Timed rules have the following limitations: 

  • Returned records have a 30-day max date range 
  • Can only match and return up to 1,000 records 
  • Cannot run on Done conversations

Setting actions

Next, select the action you'd like to have automatically take place with all matches meeting the conditions set in the previous step. For details on action options, see the Conditions and action in business rules article in the Actions section