[{"data":1,"prerenderedAt":40},["Reactive",2],{"breadcrumb-schema":3,"explore-links:/blog/ai-conditions-in-automation-rules-with-captain":4,"blogPosts-ai-conditions-in-automation-rules-with-captain":5,"featurePages":39},null,[],{"slug":6,"id":7,"uuid":8,"title":9,"html":10,"comment_id":7,"feature_image":11,"featured":12,"visibility":13,"created_at":14,"updated_at":15,"published_at":16,"custom_excerpt":17,"codeinjection_head":3,"codeinjection_foot":3,"custom_template":3,"canonical_url":3,"tags":18,"authors":25,"primary_author":32,"primary_tag":33,"url":34,"excerpt":17,"reading_time":35,"access":36,"comments":12,"og_image":3,"og_title":3,"og_description":3,"twitter_image":3,"twitter_title":3,"twitter_description":3,"meta_title":9,"meta_description":37,"email_subject":3,"frontmatter":3,"feature_image_alt":38,"feature_image_caption":3},"ai-conditions-in-automation-rules-with-captain","6aea542183b46bd7346a99c5","49471ac8-02b9-4256-b996-54a8ce941a5e","AI conditions in automation rules with Captain","\u003Cp>Automation rules can now act on what a conversation is about, not just on fixed fields like status, labels or inbox. Describe a condition in plain words, and Captain, Chatwoot's AI agent, reads the conversation and decides whether it applies.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-rule-walkthrough.gif\" class=\"kg-image\" alt=\"Building a rule that sends refund requests to the Billing team, with a Captain condition described in plain words\" loading=\"lazy\" width=\"1000\" height=\"788\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/captain-rule-walkthrough.gif 600w, https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-rule-walkthrough.gif 1000w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"describe-a-condition-in-plain-words\">Describe a condition in plain words\u003C/h2>\u003Cp>When you add a condition to an automation rule, pick \u003Cstrong>Captain\u003C/strong> at the top of the list and describe what to look for, for example \"customer wants to cancel\" or \"the customer is asking for a refund\". Descriptions can be up to 500 characters.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-condition-picker.png\" class=\"kg-image\" alt=\"The condition picker with Captain at the top of the list\" loading=\"lazy\" width=\"1500\" height=\"1040\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/captain-condition-picker.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/captain-condition-picker.png 1000w, https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-condition-picker.png 1500w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>Choose \u003Cstrong>Detects\u003C/strong> to run the rule when the description applies, or \u003Cstrong>Does not detect\u003C/strong> to run it when it doesn't.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-condition-operators.png\" class=\"kg-image\" alt=\"A Captain condition with the Detects and Does not detect options\" loading=\"lazy\" width=\"1500\" height=\"560\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/captain-condition-operators.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/captain-condition-operators.png 1000w, https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-condition-operators.png 1500w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"works-with-every-event-and-your-existing-conditions\">Works with every event and your existing conditions\u003C/h2>\u003Cp>The Captain condition is available on every automation event and combines with your other conditions using AND and OR. For example, this rule runs on each new message, checks that it came from the customer, and asks Captain whether they want a refund. If so, it assigns the conversation to the Billing team, adds a label and raises the priority.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-rule-form.png\" class=\"kg-image\" alt=\"The finished rule: Message Created, Message Type is Incoming Message AND Captain detects a refund request, with actions to assign the billing team, add the billing label and set priority to High\" loading=\"lazy\" width=\"2000\" height=\"1575\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/captain-rule-form.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/captain-rule-form.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/11/captain-rule-form.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2026/11/captain-rule-form.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cp>For conditions about what a customer says, use the \u003Cstrong>Message Created\u003C/strong> event with \u003Cstrong>Message Type\u003C/strong> set to Incoming Message, so Captain judges each new customer message as it arrives.\u003C/p>\u003Ch2 id=\"see-it-in-action\">See it in action\u003C/h2>\u003Cp>Here, two customers write in a few seconds apart. Lena asks for a refund on a duplicate charge, so the rule assigns her conversation to Billing, adds the label and sets the priority to High. Omar asks how to add an agent, so his conversation is left as it is.\u003C/p>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-rule-in-action-1.gif\" class=\"kg-image\" alt=\"Two new conversations arrive; the refund request gets the billing label and high priority, and the other one is left alone\" loading=\"lazy\" width=\"1100\" height=\"688\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/captain-rule-in-action-1.gif 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/captain-rule-in-action-1.gif 1000w, https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-rule-in-action-1.gif 1100w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https://www-internal-blog.chatwoot.com/content/images/2026/11/captain-rule-result-1.png\" class=\"kg-image\" alt=\"Lena's conversation after the rule ran: assigned to the billing team, labelled billing and set to high priority by Automation System\" loading=\"lazy\" width=\"2000\" height=\"1250\" srcset=\"https://www-internal-blog.chatwoot.com/content/images/size/w600/2026/11/captain-rule-result-1.png 600w, https://www-internal-blog.chatwoot.com/content/images/size/w1000/2026/11/captain-rule-result-1.png 1000w, https://www-internal-blog.chatwoot.com/content/images/size/w1600/2026/11/captain-rule-result-1.png 1600w, https://www-internal-blog.chatwoot.com/content/images/size/w2400/2026/11/captain-rule-result-1.png 2400w\" sizes=\"(min-width: 720px) 720px\">\u003C/figure>\u003Ch2 id=\"predictable-when-captain-cant-decide\">Predictable when Captain can't decide\u003C/h2>\u003Cp>If Captain can't judge a conversation, for example because it has no messages it can read yet, the Captain condition counts as not met and the rest of the rule decides as usual. \u003C/p>\u003Ch2 id=\"how-the-ai-decides\">How the AI decides\u003C/h2>\u003Cp>Captain uses a large language model to compare the conversation with your description. It doesn't match keywords: it reads the messages and judges what the customer means, so \"I'd like my money back\" still matches \"asking for a refund\", even in another language. It also takes the contact's and conversation's custom attributes into account. It works like an AI classifier you set up with one sentence, with no training data or examples needed.\u003C/p>\u003Cp>Go to \u003Cstrong>Settings → Automation\u003C/strong>, create or edit a rule and add a Captain condition. Captain conditions are available on paid plans.\u003C/p>","https://www-internal-blog.chatwoot.com/content/images/2026/11/featured-ai-conditions-in-automations-2026-11-10.png",false,"public","2026-11-03T21:37:37.000+00:00","2026-11-10T20:17:11.000+00:00","2026-11-10T19:58:15.000+00:00","Describe a condition in plain words, and Captain reads the conversation to decide whether an automation rule should run.",[19],{"id":20,"name":21,"slug":21,"description":22,"feature_image":3,"visibility":13,"og_image":3,"og_title":3,"og_description":3,"twitter_image":3,"twitter_title":3,"twitter_description":3,"meta_title":3,"meta_description":3,"codeinjection_head":3,"codeinjection_foot":3,"canonical_url":3,"accent_color":23,"url":24},"6118da7b4b8f26503f72d52e","releases","We release a new and improved version of Chatwoot every mid-month. We make sure to tell you all about it and how you can use it to improve your Chatwoot experience, in our series of product updates.","#189aff","https://www-internal-blog.chatwoot.com/tag/releases/",[26],{"id":27,"name":28,"slug":29,"profile_image":30,"cover_image":3,"bio":3,"website":3,"location":3,"facebook":3,"twitter":3,"meta_title":3,"meta_description":3,"threads":3,"bluesky":3,"mastodon":3,"tiktok":3,"youtube":3,"instagram":3,"linkedin":3,"url":31},"62161ad54b8f26503f72dcbc","Sivin","sivin","https://www-internal-blog.chatwoot.com/content/images/2026/08/IMG_2813-2-copy.JPG","https://www-internal-blog.chatwoot.com/author/sivin/",{"id":27,"name":28,"slug":29,"profile_image":30,"cover_image":3,"bio":3,"website":3,"location":3,"facebook":3,"twitter":3,"meta_title":3,"meta_description":3,"threads":3,"bluesky":3,"mastodon":3,"tiktok":3,"youtube":3,"instagram":3,"linkedin":3,"url":31},{"id":20,"name":21,"slug":21,"description":22,"feature_image":3,"visibility":13,"og_image":3,"og_title":3,"og_description":3,"twitter_image":3,"twitter_title":3,"twitter_description":3,"meta_title":3,"meta_description":3,"codeinjection_head":3,"codeinjection_foot":3,"canonical_url":3,"accent_color":23,"url":24},"https://www-internal-blog.chatwoot.com/ai-conditions-in-automation-rules-with-captain/",3,true,"Describe what to look for in plain words and Captain checks each message, so automation rules can route refunds, urgent issues and more.","Chatwoot changelog: AI conditions in automations",[],1794343467630]