Use the AI Builder to generate a rule

The AI Builder turns a plain-English description of what you want into a draft automation rule. You review the draft, adjust whatever needs adjusting, and turn it on. It’s the fastest path from “we should automate that” to a working rule.

The AI Builder is currently in beta. The shape of the editor and the quality of the drafts are still evolving. The output is always editable in the manual builder before you save.

Before you start

• Admin permissions to edit automation rules
• A clear answer to “what do I want to happen, and when?” — the better the prompt, the better the draft

Steps

1. Open the AI Builder. Go to Settings → Automation Rules and switch to the AI Builder tab.

2. Describe the outcome, not the mechanics. Type what you want in plain English. The good pattern is to describe behavior, not config:

   
   Good: “When a customer emails us, send them the order confirmation template in their own language.”
   Less good: “Create a trigger on conversation.created with a condition channel equals email and an action send_email_template templateId=42.”

The AI knows the schema; you don’t have to. Describe the situation and the desired outcome.

3. Generate. Click Generate. The AI returns a draft rule with a trigger, conditions, branches, and actions filled in.

4. Review the draft. Read each section. Pay particular attention to:

   
   The trigger — is it firing on the right event?
   The conditions — are the field/operator/value choices right?
   The actions — does it use the template ID, tag, or team you actually wanted?

5. Edit anything wrong. Click Open in manual builder to make adjustments. Anything the AI got wrong, fix.

6. Simulate before enabling. Run Simulate Execution against historical data to confirm the rule fires the way you expect.

7. Save and enable. Once you’re satisfied, save and toggle the rule on.

The inverse — Explain Rule

The same AI surface works the other way. On any existing rule, click Explain Rule and the AI describes what the rule does in plain language. Useful for:

• Inheriting rules from a previous admin
• Auditing what’s actually live before a change
• Writing down what a rule does in plain words before disabling it

Prompt patterns that work well

• When/then — “When a VIP customer emails us, route to Premium and add a VIP tag.”
• Wait/then — “Three hours after a conversation is resolved, send a CSAT survey.”
• Schedule — “Every weekday at 9am, archive Done conversations untouched for two weeks.”
• Escalate — “When an SLA is at risk, ping #support-leads in Slack and assign a senior agent.”

Troubleshooting

• Symptom: The AI generated the wrong trigger. Fix: Add specificity to the prompt about when the rule should fire. “When a new email arrives” → trigger Message received with condition channel=email.

• Symptom: The action references a template/tag/team that doesn’t exist. Fix: Create the missing entity first (Email Studio, Tag Management, Teams) and re-prompt with the exact name.

See also

• Create your first automation — the manual path, when you know exactly what you want
• Simulate a rule before enabling