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
Trigger the rule when a thread matches:
A specific label
A company or customer tier
A specific support address (e.g.
security@,sales@)A Slack channel or support channel (chat, email, API, MS Teams)
A keyword in the message body (e.g. “outage”, “urgent”)
A tenant or linked organisation
An AI prompt match – use natural language to describe what should trigger the rule
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