Use the AI Builder to generate a rule

The automation assistant builds a rule from a plain-words description. It builds the rule on screen, next to the rule itself, so you see each change as it happens. You can ask for changes, or edit the rule by hand, at any time. Nothing runs until you save the rule and turn it on.

Before you start

• Admin permissions to edit automation rules
• A clear answer to “what should happen, and when?” — a clear request gives a better rule

Build a new rule

1. Open the start screen. Go to Settings → Automation rules and click Add rule. The screen asks What should happen, and when?

2. Describe the rule. Type it the way you would say it to a colleague. Describe the situation and the result, not the settings:

   
   Good: “Email me when a customer replies to a conversation assigned to me.”
   Less good: “Trigger message received, condition assignee equals user 42, action send email.”

Then click Build it. You can also start from one of the common rules on the same screen, or click Build it by hand instead.

3. Read the rule. The rule page opens. The assistant chat is on the left and the rule is on the right: the name, the description, a Reads as sentence, then When, Only if and Then. Parts that the assistant changed are marked.

4. Ask for changes. Type in the chat, for example “Only run this for urgent conversations” or “Make the message shorter and friendlier.” Or change any part of the rule by hand. The assistant always works from the rule as it is on screen.

5. Test it. Click Test on recent conversations to see which conversations from the last 7 days the rule would have run on. See Simulate a rule before enabling.

6. Save and turn it on. Click Create rule. A new rule starts Off. Turn on Run this rule when you are ready.

Change an existing rule

Open the rule from the rules list. The rule page opens with the assistant open, unless you hid it before. If it is hidden, click Ask the assistant to open it. Then ask for the change, and click Save changes when you are done.

What the assistant does

• It uses your workspace. The assistant knows your people, teams, tags, channels and opening hours, and picks from them. “Assign it to Billing” picks your Billing team. “Me” means you.
• It asks when it cannot build the rule. If a request is not clear, or a value is missing, it asks a question instead of guessing.
• It refuses what cannot be built. If a rule needs a trigger, condition or step that Atender does not have, the assistant says so. It does not build something different.
• Each change is listed. Each reply lists what changed on the rule. Click Undo this change to put the rule back as it was before that reply.
• It does not turn anything on. The assistant changes the rule on screen only. You save the rule and turn it on yourself.

The inverse — Explain this rule

On the rules list, click the sparkles button (Explain this rule) on a rule, and the AI describes in plain words what the rule does. This helps when:

• You take over rules from a previous admin
• You check what is live before a change
• You want to write down what a rule does before you turn it off

Requests that work well

• When/then — “Tag conversations that mention a refund and assign them to Billing.”
• Outside hours — “Reply outside opening hours and say when we are back.”
• Notify me — “Email me when a customer replies to a conversation assigned to me.”
• Narrow it — “Only run this for urgent conversations.”

Troubleshooting

• Symptom: The assistant chose the wrong trigger. Fix: Say more clearly when the rule should run, for example “each time a customer sends a message” or “when a new conversation starts.”

• Symptom: The assistant says a team, tag or template does not exist. Fix: Create it first (Email Studio, Tag Management, Teams), then ask again with the exact name.

See also

• Create your first automation — build the rule by hand
• Simulate a rule before enabling