Workflow rules
Workflow Rules allow you to automate actions to speed up your workflow, including auto-triage, prioritization, labelling of incoming support requests, and much more.
Available on the Grow plan and above. Interested? Contact sales or message us in your shared Slack channel.
How to create a Workflow Rule
Go to Settings → Workflow Rules to create or manage your rules.
Each rule has two parts:
1. Conditions
Conditions determine when the rule should run. You can add one or more conditions, and choose whether all conditions must match or any of them.
You can also negate any condition (e.g. “does not have label”) and combine multiple of the same type (e.g. “has label X” and “does not have label Y”).
Rules can be triggered based on:
A specific label
A customer tier or company
A specific support address (e.g.
security@,sales@)A Slack or other support channel (email, chat, API, MS Teams)
A keyword in the message body (e.g. “outage”, “urgent”)
A tenant or linked organisation
An AI prompt match – describe the trigger using natural language
The “AI match prompt” field lets you describe a trigger in plain language. This gives you flexibility beyond static keywords. For example, matching intent like “customer is blocked and needs help urgently” or “request is about trial extension”.
It’s perfect for B2B teams dealing with a huge variety of requests that don’t follow a rigid structure.
2. Actions
Once a condition is matched, perform one or more of the following:
Assign the thread to a teammate
Set the thread status (e.g. open, snoozed)
Set the customer tier
Apply labels
Set the thread priority
Add the customer to a customer group
Add an internal note to the thread
Example use cases
Assign all Enterprise-tier threads to a dedicated account manager
Automatically ignore threads that match common spam patterns
Prioritize messages containing “outage”, “blocked”, or “vulnerability”
Route demo or trial-extension requests to sales
Send all
security@orprivacy@emails to your security lead
Managing rules
You can view, edit, or temporarily disable rules from Settings → Workflow Rules. Disabling a rule will stop it from triggering, without requiring you to delete and recreate it later.