Automation Rules
Set up rules once and let them route, assign, label, and notify automatically while you focus on customers.
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Automations
Automate repetitive tasks and scale your support
Create powerful automation rules that handle routine work for you. Route conversations, assign agents, add labels, and trigger actions automatically based on conditions you define.
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Trusted by many
companies of all sizes
companies of all sizes
Route VIP Customers
Automation rule
Active
When Conversation is created
If Contact label contains VIP
AND Priority is Urgent
Platform
Automation that works while you sleep
Set up rules once and let them handle the repetitive work. Route, assign, label, and notify automatically.
Macros
Save sequences of actions as one-click macros for repetitive workflows that still need human judgment.
Learn more >Canned Responses
Reply faster with saved templates. Type a shortcode and insert the full response instantly.
Learn more >SLA Tracking
Define service level agreements, get breach alerts, and measure compliance against your commitments.
Learn more >
Core features
Build powerful workflows with simple rules
Define triggers, set conditions, and choose actions with a visual builder—no coding required. From routing VIP customers to tracking SLAs, automate the routine work your team does every day.
Automation Rules
Build powerful workflows with simple rules
Create automation rules using a visual builder. Define triggers, set conditions, and choose actions—no coding required.
- Multiple triggers — conversation created, updated, message created, or reopened
- Combine conditions — use AND/OR logic to create precise targeting
- Chain actions — execute multiple actions in sequence when rules match
- Activate or pause rules without rebuilding workflows
Route VIP Customers
When Conversation is created
If Contact label contains VIP
AND Priority is Urgent
Then Assign to VIP Support Team
Then Add label priority-support
Then Send email to Team Lead
Available Triggers
Conversation created · Conversation updated · Message created · Conversation opened
Smart Conditions
Filter with precision
Define exactly when automations should run. Combine multiple conditions with AND/OR logic to create precise targeting rules.
- Contact attributes — filter by email, phone, country, browser language
- Conversation properties — status, priority, assigned agent, team, labels
- Custom attributes — use any custom field you've defined in your account
- Multiple operators — equals, contains, starts with, and more
Condition Types
Example condition
If Country equals United States
AND Priority is Urgent
OR Label contains enterprise
Automated Actions
Execute tasks instantly
When conditions match, trigger powerful actions automatically. From simple assignments to complex multi-step workflows.
- Team & agent assignment — automatically route to the right people
- Labels & organization — categorize conversations automatically
- Notifications — email team members when important events occur
- Conversation management — resolve, snooze, or mute automatically
Assign Agent
Route to a specific agent automatically
Assign Team
Route to the right team based on rules
Add Label
Categorize conversations automatically
Send Email
Notify team members when events occur
Send Message
Auto-reply to customers when conditions match
Resolve
Close conversations automatically when appropriate
Macros
One-click actions for agents
Save sequences of actions as macros that agents can execute with a single click. Perfect for repetitive workflows that need human judgment.
- Sequential actions — define a series of steps executed in order
- One-click execution — agents run complex workflows instantly
- Private or shared — personal macros or team-wide templates
- Preview before running — see what actions will be performed
Available Macros
-
Escalate to Manager Assign team · Add label · Send message
-
Close as Spam Add label · Resolve · Mute
-
Send to Billing Assign team · Add label · Email transcript
Canned Responses
Reply faster with saved templates
Create reusable message templates for common replies. Type a shortcode and instantly insert the full response, complete with dynamic variables.
- Shortcode triggers — type / followed by code to insert templates
- Dynamic variables — personalize with contact and conversation data
- Rich formatting — include links, formatting, and attachments
- Team shared — all agents can access and use saved responses
/greeting
-
/greeting Hi {{contact.first_name}}, thank you for reaching out!
-
/refund-process Explain refund timeline and process
-
/refund-approved Confirm refund has been processed
SLA Management
Never miss a deadline
Define service level agreements and track compliance automatically. Get alerts before breaches and measure your team's performance against commitments.
- First Response Time — track time to initial agent response
- Next Response Time — monitor follow-up response speed
- Resolution Time — measure total time to close issues
- Breach alerts — get notified before SLAs are violated
- Hit rate reports — track compliance and identify patterns
Enterprise SLA
95% Hit Rate
First Response
< 5 min
Avg: 2m 34s
Next Response
< 15 min
Avg: 8m 12s
Resolution Time
< 4 hours
Avg: 1h 23m
Breach Alert
Auto-escalate to supervisor if SLA is at risk
Webhooks & API
Extend automations to any system
Connect ThumbCrowd to your existing tools and workflows. Trigger webhooks, call external APIs, and build custom integrations.
Webhooks
Receive real-time HTTP callbacks when events occur. Signed payloads ensure security.
REST API
Full API access for building custom integrations and automating bulk operations.
Integrations
Native integrations with Slack, Linear, Dialogflow, and more popular tools.