Tailor how conversations are organised and handled:
- Labels — create a shared set of tags for conversations and contacts.
- Custom Attributes — define extra fields to capture on conversations or contacts.
- Automation — set up rules that run actions automatically (assign, label, reply, and more) when your conditions are met.
Watch the walkthrough
Automation rules can also send messages for you — in the same conversation or through another inbox like email or WhatsApp. See Sending automated messages with Automation.
Rules can also keep your calendar in step when an agent reschedules or cancels an appointment in chat. See Updating a booking when an agent reschedules.