# Creating Business rule triggers

> Business rules consist of a trigger that meets a specific condition, which then performs an action.

Source: https://help.kustomer.com/en_us/business-rule-triggers-By7HqHhjU

Last updated: 2026-06-11T19:00:28.856Z

Business rules include a trigger, conditions, and actions. The trigger defines when the rule runs.

Use this guide to understand available triggers and how they work. For setup steps, see [Create a business rule](https://help.kustomer.com/using-business-rules-ryNxsxQEI).

**Who can access this feature?**

**User types**

Admins can access these settings.

  

### In this article:

*   [Instant triggers](#instant)
*   [Timed triggers (beta access)](#timed)
*   [Setting actions](#actions)

### Instant triggers

Use instant triggers to run a rule immediately when an event occurs.

*   **Assigned**  
    Runs when a conversation is assigned to a user.
*   **First inbound interaction**  
    Runs when a customer starts a new conversation (for example, via chat). You can send a message or email in response.
*   **Inbound interaction**  
    Runs when the system receives an inbound message.
*   **Marked done**  
    Runs when a conversation is marked done.
*   **Reopened**  
    Runs when a previously completed conversation reopens.
*   **All updates**  
    Runs on every conversation update (for example, status changes or assignment updates).
*   **Team assigned**  
    Runs when a conversation is assigned to a team.
*   **Unassigned**  
    Runs when a user is removed from a conversation.

****Note:**** Time-based business rules with the ****All Updates**** trigger only process active (open) conversations and require a "Has Been" operator condition. You cannot use this trigger to retroactively tag or modify conversations that are already in ****Done**** status.

To bulk-modify closed conversations, use a saved search with bulk actions instead:

1.  From the left navigation, click ****Search****.
2.  Create a saved search with the filters that match your target conversations (for example, __Status__ equals __Done__, and any additional attribute conditions).
3.  Select the matching conversations from the search results.
4.  From the bulk actions toolbar, apply the desired changes (such as adding a tag).

#### **API-applied changes and trigger behavior**

When a conversation attribute (such as a tag) is updated via the API rather than through the Kustomer UI, the update may not consistently register as the same event type that a business rule expects. For example, a tag added via an API call may not always trigger a business rule that uses a "tag added" condition.

If your business rule depends on an attribute that is set via an API or integration (such as a CSAT flow or webhook), consider structuring your rule to evaluate the conversation's current state rather than relying on a specific change event. For example, instead of a condition that checks whether a tag was added, use a condition that checks whether the tag is present on the conversation and combine it with a status condition (such as __Conversation Status Does Not Equal Done__).

### 

## Every hour trigger

A trigger can be set to run every hour, which has some important notes for awareness:

Timed rules:

*   Only return records with a maximum range of 30 days.
*   Can match and return up to 1,000 records.
*   Cannot run on conversations marked as done. 
*   Run every hour

You must include at least 1 condition that:

*   Uses the **Has been** operator
*   Applies to the _conversation_ object

### Setting actions

After you define the trigger and conditions, choose what happens next.

Actions run automatically for all conversations that match your conditions.

For details, see [Conditions and action in business rules article in the Actions section](https://help.kustomer.com/en_us/conditions-and-actions-in-business-rules-B1PFiShj8#Actions).