Forms, actions, and automation rules
Pre-chat forms, in-chat forms, triggers, and common assign-and-tag recipes.
Forms and actions
Configure → Forms & actions:
Build fields (text, email, phone, dropdown, checkbox, and more).
Use forms in the pre-chat widget, inside chat flows, or send from the inbox (Send a form or actions).
Review submissions on each form’s Submissions tab.
Automation rules
Configure → Automations — each rule has When, conditions, and actions.
Triggers include:
A new conversation starts
A customer sends a message
An SLA target is missed
A customer submits a form
A customer taps an action
Actions include: assign to user or round-robin, assign department, set priority, add internal note, set status, send form, send actions, create ticket.
Example recipes
Email → Billing — When channel is email and subject contains “invoice”, assign to Billing department.
Urgent keyword — When message contains “outage”, set priority urgent and assign on-call rotation.
After hours — Combine with team off-hours; auto-reply in widget settings plus assignment rules for the next shift.
Check the Run log when a rule does not fire as expected.
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