Automation Overview
Build When → If → Then rules that react to messages, comments and contact changes automatically.
Automation lets RateUp act on its own. A rule watches for something happening, checks whether conditions are met, and does something about it — no agent involved.
How a Rule Reads
Every rule has the same three-part shape:
WHEN something happens (the trigger)
IF these conditions hold (optional filters)
THEN do this (one or more actions)For example:
When a message is received · if the body contains "refund" · then assign the Billing team and attach the Refund label.
Triggers
The events that start a rule — messages, comments, contact changes and more.
Conditions
Narrowing a trigger down so the rule fires only when it should.
Actions
What the rule does — assign, label, reply, close, call an API.
Creating a Rule
- Click Create Automation
- Name it — a rule left as "Untitled rule" is impossible to maintain later
- Pick the account it applies to
- Choose the trigger, add conditions, add actions
- Save, then set it Enabled
Enabled and Disabled
Every rule has a toggle. Disabled is the safe way to stop a rule without losing its configuration — use it while investigating, rather than deleting.
Automations act on live customer conversations. Test a new rule with a narrow condition first — a specific keyword, a single account — before broadening it.
Where Automation Fits
| Tool | Use when |
|---|---|
| Automation rules | Something happens and you want a reaction — routing, labelling, replying |
| Chatbots | You want a full back-and-forth conversation |
| Inbox auto-close | You want idle tickets closed on a timer |
| Instagram automations | You are reacting to comments and story mentions |