Automations
Let rules do routine work for you, from sending reminders to assigning new cases in turn.
Automation rules take care of the repetitive work in your workspace. A rule watches one kind of record, such as cases, employees or form responses, and runs its actions when something happens or when a date comes around. You find everything in Settings → Automation.
Create a rule
Set up a rule step by step, turn it on and check its runs.
Handle a case
The case work that rules often assign, remind and escalate.
Roles and permissions
Decide who can edit rules and who can turn them on.
What a rule is made of
- Rule Type: when the rule runs. Record Event runs when a record is created, updated, deleted or published. Schedule runs at a time before or after a date on each record, such as three days before a contract ends. Schedule Process runs on a repeating calendar (daily, weekly, monthly or quarterly) for every matching record.
- Criteria: which records the rule acts on, for example only cases of one type or only open leads. Empty criteria mean every record.
- Actions: what the rule does, in order. For example Send Notification by email or in the app, Set Field Value, Assign, Create Case Todo, Send Form Request, Generate Document, Set Flag, Start Checklist or Call Webhook. You only see the actions that fit the rule's record type and event.
What else is in Settings → Automation
| Screen | What it shows |
|---|---|
| Rules | Every rule, whether it's on, and when it last ran |
| Rule Runs | The history of each run: the record, the outcome and each action's result |
| Scheduled Runs | Runs that are planned for later, such as date-based reminders |
| Assignment Pools | The groups of people who take turns when a rule assigns records round-robin |
| Webhook Connections | Other systems your rules can send data to |
New workspaces come with sample rules for acknowledgements, reminders and escalations. Some are already on and some start turned off. Look through Rules and turn off any rule you don't want before you start real work.
Your first rule in short
Decide what should happen and when, for example "email the case handler when a case is escalated".
Create the rule in Settings → Automation → Rules: pick the record type, the trigger, the criteria and the actions.
Turn it on, then check Rule Runs after the first matching record to see what it did.
The full walkthrough is in Create a rule.
Who can use automations
Workspace admins can manage rules. To let others help, give their role permissions on Rules. Turning rules on or off is a separate permission, Activate: without it, people can edit a rule but not switch it on. How many rules and runs you can have depends on your plan.
Last updated on
Still need help?
Our team answers by email, usually within one working day.