Create a rule
Choose New Rule, select a preset or start from scratch, name it, and select a trigger and channel scope. Add conditions and at least one action, inspect Rule Preview, and save with Create Rule or Save Changes. Use Active/Inactive to control execution. Triggers includethread.closed, thread.opened, thread.updated, message.new, contact.created, call.finished, call.started, and schedule. The schedule option has no frequency editor yet. Channel choices beyond WhatsApp do not imply those channels can currently be connected.
Conditions include message count, spam status, contact tags, thread duration, and channel. Multiple conditions use AND. The current editor does not preserve the selected operator on save/reopen: it returns to is. Do not rely on an alternative operator without verifying the saved rule and actual execution.
Actions
Freshdesk and Sheets require connected integrations. Actions run top to bottom. Continue if this action fails allows later steps to run after a failure; consider whether those steps depend on missing output.
Template values include
{{thread.id}}, {{contact.full_name}}, {{contact.phone_number}}, {{contact.email}}, {{system.now}}, and {{system.rule_id}}. AI outputs such as {{ai.summary}} exist only after an analysis step in the same rule. Freshdesk note steps can use the created ticket’s ID and URL.
The three new-rule presets are Basic Freshdesk Ticket, WhatsApp High Priority, and AI-Powered Ticket. The separate Templates tab is disabled.
Inspect and replay
Run History lists executions with success, partial success, failed, crashed, running, or skipped status. Open a run for its trigger payload, each step’s output, duration, and error. Metrics summarizes the last seven days. Replay can repeat all steps or only failed/skipped steps. It can send messages, place calls, or create records again. Inspect completed effects first and use duplicate handling where supported. Replay is not an undo action.Frequently asked questions
Does connecting Freshdesk create tickets automatically?
Does connecting Freshdesk create tickets automatically?
No. Configure and activate a rule with the relevant actions.
Why is an AI variable empty?
Why is an AI variable empty?
An earlier analysis step must produce it in the same execution. Check the output and step order.
Can I schedule an hourly rule here?
Can I schedule an hourly rule here?
The schedule trigger appears, but this editor has no frequency configuration yet.
Is replay safe from duplicates?
Is replay safe from duplicates?
Do not assume so. Review the actions and external results before replaying; the dialog flags actions that can repeat effects.