Daily work
Automation
Rules that route and tag requests automatically, canned responses that save time, SLA monitoring and auto-assign — all under Settings → Automation.
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The Automation tab brings together everything that gets the system to do the work for you: macros, routing rules, SLA policies, auto-assign and bulk actions. The more you automate, the less time goes into repetitive work.
Macros (canned responses)
Macros are canned responses agents insert with one click instead of typing the same reply over and over.
- 1
Create a macro
Give it a name (e.g. "Greeting"), write the text, and set a shortcut like /greeting so agents can find it quickly while typing.
- 2
Use variables
Insert {{nafn}} (customer’s full name), {{fornafn}} (first name) or {{fulltrui}} (the replying agent’s name) into the text — they’re filled in automatically when the macro is inserted.
- 3
Insert into a reply
An agent types the shortcut or picks the macro from a list in the reply box — a full, personalized reply in a split second.
Routing rules
Routing rules check every new case and take an action automatically if the conditions match — no need for an agent to triage every request by hand.
Conditions you can use
Channel, tag, "subject contains" or "contact email contains" — combined with equals/not equals/contains/not contains.
Actions that run
Assign to agent, assign to team, add a tag, or set a priority.
A useful example rule
Condition: "Subject contains invoice" → Actions: add the "finance" tag and assign to the accounting team. The case sorts itself into the right place before anyone even reads it.
SLA policies (service levels)
An SLA policy sets time limits for how fast your team should reply to and resolve cases by priority (Urgent / High / Normal / Low). The system watches the clock and warns before targets are missed.
- First response — the maximum time until the first reply is sent (minutes, hours or days).
- Resolution time — the maximum time until the case is closed.
- Business hours only — check this if the clock should only run within your defined opening hours.
Auto-assign (round-robin)
When auto-assign is enabled, new conversations are automatically routed to the active team member with the fewest open cases — an even spread with no one needing to assign by hand.
Bulk actions
Use with care
"Close all open cases" affects every open case in the organization at once and can’t be undone. Use it, for example, when switching to a new system or cleaning up old, stale cases.
Automatic AI actions
Beyond the rules above, you can also turn on automatic AI actions under Knowledge base → AI: a spam filter, automatic titling, automatic tagging, and automatic merging of duplicate cases from the same sender.
Can routing rules and auto-assign work together?+
Yes — a routing rule can assign specific cases straight to a particular team or agent, while auto-assign handles the rest evenly across active team members.
In what order do routing rules run?+
Rules run in the order they appear in the list — put your most important rules at the top in case more than one could apply to the same case.
What happens when an SLA target is about to be missed?+
The system shows a warning on the case before time runs out, so the team can react in time.