Conversation and Message Events
The following events are available for all rules that trigger based on a conversation or a message.
If it is based on a Message, the conversation that the events affect is the one that the message belongs to.
Events that affects the contact is the contact that the conversation belongs to.
| Rule Event | Explanation | Note |
| Set Conversation Status | Set the status of the conversation | 1 |
| Change Conversation Inbox to | Move the conversation to another inbox | 1 |
| Assign Conversation to | Change the assignee of the conversation to a specific user | 1 |
| Assign Conversation to Latest User | Changes the assigne of the conversation to the user who's added the most recent message to the conversation. If no messages are added, the conversation's assignee will not change | 1 |
| Assign Conversation: Round robin | Select one or more users. The conversation will be assigned to them one-by-one. | 1 |
| Assign Conversation: Least busy | Select one or more users. The conversation will be assigned to the user that is least busy right now, meaning the one who has the last number of pending or pending+open conversations. | 1 |
| Add Tag to Conversation | Add a specfic tag to the conversation | 1 |
| Remove Tag from Conversation | Remove a specific tag from the conversation | 1 |
| Add Tag to Contact | Add a specific tag to the conversation's contact | 2 |
| Remove Tag from Contact | Remove a specific tag from the conversation's contact | 2 |
| Block Contact | Block the conversation's contact so all future messages from this contact is automatically marked as spam | 2 |
| Unblock Contact | Unblock the conversation's contact | 2 |
| Add Internal Note | Add an internal note to the conversation | 3 |
| Send Message to Contact | Add a new message to the conversation that will be sent to the contact and any CC contacts (cc applies for email only).Note: This will send a message automatically. | 3 |
| Forward Conversation | Forward the conversation to an external recipient. This will include the full conversation history and all attached files. | |
| Delete Conversation | Delete the conversation. Note: This action is irreversible! | |
| Change Conversation Subject | Change the subject of the conversation. This can be done with AI, where it analyses the messages and makes up a subject based on that, or you can set it manually and use merge fields, fx adding the conversation id to the subject. | |
| Send Webhook | Trigger that a webhook is sent to all webhook endpoints that subscribe to "Rule Triggered" events. | 4 |
| AI: Translate Latest Message | Translate the latest message from the customer to a specific language | |
| AI: Tag conversation | Select one or more tags. The conversation will automatically be tagged with all the tags that is relevant/applies to the conversation, based on an analysis of the latest message added to it. | 1 |
| Widget Action | Execute an action from a widget | 5 |
| Stop executing more rules | No rules below this one will be executed |
Contact Events
The following events are available when a rule triggers on one of:
- A Contact is Created
- A Contact is Updated
| Rule Event | Explanation | Note |
| Add Tag to Contact | Add a specific tag to the conversation's contact | 2 |
| Remove Tag from Contact | Remove a specific tag from the conversation's contact | 2 |
| Block Contact | Block the conversation's contact so all future messages from this contact is automatically marked as spam | 2 |
| Unblock Contact | Unblock the conversation's contact | 2 |
| Start Conversation | Creates a new conversation and sends the message you enter to the contact | 3,6 |
Notes:
- Triggers rules with "Conversation is Updated"
- Triggers rules with "Contact is updated"
- Triggers rules with "Message is added to a conversation"
- This will send a webhook you have any webhook endpoints configured that subscribes to "Rule Triggered" events.
- Widget Actions lets you automatically trigger events in widgets. Fx change the order status in your WMS.
- Triggers rules with "Conversation is Created"