Track topics across your conversations and act on them automatically

Reports tell you how many conversations you handled. They don’t tell you how many were about refunds, how many customers said they’re about to cancel, or whether delivery complaints went up this week. Monitors are for those questions, and they can now act on what they find.

Describe a topic, see how often it comes up

Go to Reports → Monitors and describe what you want to track in your own words. Each monitor shows how many matching conversations were created in the last seven days.

The Monitors page listing three running monitors: Cancellation intent, Missing order updates, and Refund requests, each with a count for the last 7 days.

Open a monitor to see matching conversations over time, grouped by hour, six hours, or day. Each conversation counts once, on the day it was created.

The Missing order updates monitor showing 7 matching conversations over the last 7 days as a bar chart grouped by day.

Click any bar to see the conversations behind it and jump straight into them.

The drill-down drawer for Sep 30 listing three conversations that matched Missing order updates.

Once created, a monitor checks conversations from the last seven days, then keeps checking as new customer messages arrive. It uses customer messages, public replies, and any customer attributes you've set up. Private notes are left out.

Start from a template

The Templates tab has ten starting points, each written with clear "include" and "exclude" rules: login problems, missing order updates, competitor mentions, feature requests, refund requests, cancellation intent, payment failures, product errors, issues still unresolved, and escalation requests.

The Templates tab showing ten monitor templates, each with an icon, the team it is meant for, and a one-line summary.

Picking a template fills in the form, and you can edit anything before creating. Preview matches runs your description against your five most recent conversations, so you can quickly check it reads the way you mean it.

The Create monitor dialog prefilled from the Feature requests template, with a Preview matches button.

Act on matches with automations

A monitor can now start an automation. When a new message makes a conversation match, the rule runs shortly after. For example, you can send every refund request to your billing team, label conversations where a customer says they'll cancel, or notify another tool through a webhook.

Open a monitor and click Create automation under its chart. The rule opens with the Monitor Matched event and your monitor already selected. Choose actions the same way you do for any other automation, and add conditions if you only want it to run for certain inboxes, teams, or customers.

An automation rule using the Monitor Matched event for the Refund requests monitor, with actions to assign the billing team and add the refunds label.

Each monitor lists the automations linked to it, so you can see at a glance what happens when it matches.

The Refund requests monitor report, with a Send refund requests to billing automation listed as active under the chart.

Here's that rule at work. A customer writes in about a duplicate charge. The monitor matches it, and the conversation is assigned to billing and labelled refunds before anyone opens it.

A new conversation about a duplicate charge. The timeline shows it was assigned to billing and labelled refunds by the automation.

A few things to know:

  • A rule runs once per conversation, the first time that conversation matches. Matches found while checking older conversations, such as the first seven days or a paused period, don't run actions.
  • Replies sent by other automations still count toward the monitor's chart, but they won't start a rule on their own.
  • Pausing or deleting a monitor turns off its linked automations. When you resume the monitor, turn them back on yourself in Settings → Automation.

You can also create these rules from Settings → Automation by choosing Monitor Matched as the event.

Keeping monitors useful

  • Edit the description and the monitor clears its matches and rechecks the conversations it had already checked, so the chart always follows the current definition.
  • Pause and resume. When you resume, choose whether to check the paused period or start from now.
  • Duplicate a monitor to try a variation without losing the original.
  • Give each monitor an icon, color, or emoji so it's easy to spot in the list.

Administrators create and manage monitors and their automations. Anyone with access to reports can view monitors.

Availability

Monitors are in early access. They don't cost extra and don't use your Captain credits.

  • Available on the Business and Enterprise Cloud plans, with up to 20 active monitors per account.
  • On self-hosted Enterprise installations, add an OpenRouter API key in Super Admin → Installation Configs and enable Conversation Monitors for the account.

If you try monitors, we'd like to hear what you ended up tracking. It will help us decide on the next set of templates.