Automation Rules Overview

The Automation Rules module lets you define trigger → condition → action rules that run automatically in response to CRM events. It is the declarative way to encode operational workflows — no code, no custom job, no external scheduler needed.

The Model

Every automation rule follows the same shape:

WHEN     <trigger happens>
IF       <conditions are satisfied>
THEN     <execute one or more actions>

Supported Triggers

Trigger	Fires when
`message_created`	A new message lands in the conversation
`conversation_created`	A new conversation is opened
`conversation_updated`	Conversation attributes change
`conversation_status_changed`	Status changes (`open`, `resolved`, `pending`, `snoozed`)
`conversation_resolved`	Conversation marked as resolved (shortcut for the above)
`pipeline_stage_updated`	A pipeline item moves between stages
`label_added`	A label is added to a conversation or contact
`attribute_changed`	A custom attribute changes (with From/To pickers)

Triggers conversation_resolved and conversation_status_changed were added in v1.0.0-rc3 (EVO-1057). The attribute_changed operator with explicit pickers was added in the same release (EVO-1058).

Conditions

Conditions filter the trigger before firing the action. They support:

Conversation fields: status, assignee, inbox, team, priority.
Contact fields: custom attributes, phone, email, labels.
Labels: has / has-not operators (matching on conversation OR contact).
Attribute changed: attribute_changed with before and after value pickers.
Message type: accepts keys (incoming, outgoing) or numeric values.

Available Actions

Action	What it does
`assign_agent`	Assigns the conversation to a human agent
`assign_team`	Assigns to a team
`add_label` / `remove_label`	Manipulates labels (automatically resolves UUIDs to titles)
`set_priority`	Sets priority
`change_status`	Moves to `open`, `resolved`, `pending`, `snoozed`
`move_to_stage`	Moves a pipeline item to another stage in the same pipeline
`move_to_pipeline`	(rc3) Moves the item to a different pipeline, preserving the id
`send_message`	Sends a free-text message
`send_canned_response`	Sends a canned response
`send_template`	Sends a message template with variables
`trigger_webhook`	Fires a custom webhook
`apply_macro`	Runs an existing macro

Guarantees

5s dedup window for pipeline_stage_updated per (rule, pipeline_item, stage) — prevents burst firing when multiple events arrive almost simultaneously (rc3).
Loop prevention in stage automation — a rule triggered by move_to_stage does not recursively fire another of the same type.
Macro webhook failures are surfaced (not silent) — you see the error in the logs panel.

Permissions

Permission	What it allows
`automation_rules.read`	View existing rules and their logs
`automation_rules.manage`	Create, edit, enable/disable rules

Next Steps

To create and manage rules, see Automation Rules.
For rules tied to pipeline stages, see Managing Pipelines.

Getting Started

Contacts

Agents

Channels

Conversations

Pipelines

Products

Automation

Security

Settings

The Model

Supported Triggers

Conditions

Available Actions

Guarantees

Permissions

Next Steps

​The Model

​Supported Triggers

​Conditions

​Available Actions

​Guarantees

​Permissions

​Next Steps

The Model

Supported Triggers

Conditions

Available Actions

Guarantees

Permissions

Next Steps