Overview
Automation rules let you turn repetitive inbox work into reliable logic. Build rules that trigger on incoming messages, status changes, CRM updates, or schedules — then route, tag, assign, reply, escalate, or update a deal without a human in the loop. It's the connective tissue between your channels, Captain AI, and your sales pipeline, so the obvious work runs itself and your agents focus on the conversations that actually need them.
- Trigger on new message, tag, status, CRM field, or schedule
- Route conversations by language, channel, intent, or business hours
- Auto-assign to the right team or agent based on workload
- Tag, label, and update contact or deal fields automatically
- Send templated replies, follow-ups, and WhatsApp campaigns on a delay
- Escalate to a human when Captain AI sentiment turns negative
- Test rules in dry-run before flipping them live
How it works
Pick a trigger
Choose what kicks off the rule — a new conversation, a status change, a CRM update, or a recurring schedule.
Add conditions and actions
Filter on channel, language, tags, or custom fields, then chain actions like assign, reply, tag, or update a deal stage.
Dry-run, then ship
Preview the rule against recent conversations to confirm it fires correctly, then enable it and watch it run in the audit log.