An automation is a rule: when a trigger fires and every condition holds, the actions run in order. Rules go through the same guard as playbooks, so quiet hours, opt-out and caps still apply to everything a rule does. Team leads and above can create and change rules.
Create a rule
- In the sidebar, under Configure, open Automations.
- On the Rules tab press New rule.
- Type a Name of at least 3 characters, for example "Missed inbound call, callback in an hour".
- Pick a Trigger from the list below.
- Under Conditions press Add to narrow the rule. Each condition has a Field, an Op (is, is not or contains) and a Value. With no conditions the rule runs on every trigger. A rule takes up to 5.
- Under Actions press Add and pick what should happen. The Detail box holds the specifics, such as "sales team, within 1h". A rule needs at least one action and takes up to 5.
- Leave Enabled on, or switch it off to save the rule paused. Paused rules keep their history.
- Press Save rule.
Triggers
| Kind | Triggers |
|---|---|
| Something happened | Lead created, Call missed, Call completed, Meeting scheduled, Meeting no-show, Message received, Flag raised, Commitment missed, Lead opted out, Outcome achieved, Lead rescored, Ticket opened, Portal case status changed |
| Nothing happened | No reply after 24 hours, No contact for 14 days |
| On the clock | Every hour, Every day at 09:00, Every weekday at 09:00, Every Monday at 09:00, Custom schedule |
Schedules run on the clock of the workspace timezone for every active lead the conditions allow. Nothing fires during quiet hours: a run that falls inside them happens when they end.
Actions
Assign round robin, Add to playbook, Create task, Send template, Notify owner, Notify team lead, Open escalation, Send webhook and Mark outcome achieved.
Run a rule on your own schedule
- In the rule editor pick the trigger Custom schedule.
- Fill in Cron expression with five fields: minute, hour, day of month, month and day of week. For example
30 8 * * 1-5is 08:30 on weekdays. - Read the preview under the field. It says the schedule in plain words, such as "At 08:30 on weekdays". It also lists the next three run times in your workspace timezone.
- If the field says **Enter five fields, for example 30 8 * * 1-5**, the expression is not valid yet. Fix it until the preview appears.
- Press Save rule.
A few useful expressions:
| Expression | Runs |
|---|---|
0 9 * * 1-5 | At 09:00 on weekdays |
*/15 9-17 * * 1-5 | Every 15 minutes from 09:00 to 17:59 on weekdays |
0 9,14 * * * | At 09:00 and 14:00 every day |
0 9 1 * * | At 09:00 on the 1st of the month |
Pause, test and edit a rule
- On the Rules tab each rule shows On or Paused, its trigger, its conditions and how often it ran this week.
- Use the switch on the row to pause or enable the rule.
- Press Run now to queue the rule at once. It is not available while the rule is paused.
- Press Edit to change it.
Read the run history
- Open the Run history tab.
- Each row shows When, Rule, Lead, Action, Outcome and Took.
- The outcome is Ran, Skipped or Failed. Filter on Failed to see what needs attention.
Limits that keep a rule safe
- One rule acts on one lead at most 3 times in 24 hours without a person asking.
- One run handles at most 200 leads. The rest wait for the next run.
- A workspace gets 60 automation runs that act in an hour. Past that, unattended runs wait.
- A Send template step inside quiet hours is held until they end.
- A rule never fires on something another automation did, so rules cannot set each other off in a loop.