Automations

Automate repetitive tasks and scale your support

Create powerful automation rules that handle routine work for you. Route conversations, assign agents, add labels, and trigger actions automatically based on conditions you define.

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Automation that works while you sleep

Set up rules once and let them handle the repetitive work. Route, assign, label, and notify automatically.

Automation Rules

Macros

Canned Responses

SLA Tracking

Webhooks

API Access

Automation Rules

Build powerful workflows with simple rules

Create automation rules using a visual builder. Define triggers, set conditions, and choose actions—no coding required.

Multiple triggers — conversation created, updated, message created, or reopened
Combine conditions — use AND/OR logic to create precise targeting
Chain actions — execute multiple actions in sequence when rules match

Smart Conditions

Filter with precision

Define exactly when automations should run. Combine multiple conditions with AND/OR logic to create precise targeting rules.

Contact attributes — filter by email, phone, country, browser language
Conversation properties — status, priority, assigned agent, team, labels
Custom attributes — use any custom field you've defined in your account
Multiple operators — equals, contains, starts with, and more

Condition Types

StatusPriorityAssigned AgentTeamInboxLabelsBrowser LanguageCountryEmailPhoneReferrer URLCustom AttributesCampaignCreated AtLast Activity

Automated Actions

Execute tasks instantly

When conditions match, trigger powerful actions automatically. From simple assignments to complex multi-step workflows.

Team & agent assignment — automatically route to the right people
Labels & organization — categorize conversations automatically
Notifications — email team members when important events occur
Conversation management — resolve, snooze, or mute automatically

Macros

One-click actions for agents

Save sequences of actions as macros that agents can execute with a single click. Perfect for repetitive workflows that need human judgment.

Sequential actions — define a series of steps executed in order
One-click execution — agents run complex workflows instantly
Private or shared — personal macros or team-wide templates
Preview before running — see what actions will be performed

Available Macros

Escalate to Manager
Assign teamAdd labelSend message
Close as Spam
Add labelResolveMute
Send to Billing
Assign teamAdd labelEmail transcript

Canned Responses

Reply faster with saved templates

Create reusable message templates for common replies. Type a shortcode and instantly insert the full response, complete with dynamic variables.

Shortcode triggers — type / followed by code to insert templates
Dynamic variables — personalize with contact and conversation data
Rich formatting — include links, formatting, and attachments
Team shared — all agents can access and use saved responses

SLA Management

Never miss a deadline

Define service level agreements and track compliance automatically. Get alerts before breaches and measure your team's performance against commitments.

First Response Time — track time to initial agent response
Next Response Time — monitor follow-up response speed
Resolution Time — measure total time to close issues
Breach alerts — get notified before SLAs are violated
Hit rate reports — track compliance and identify patterns

Enterprise SLA

95% Hit Rate

First Response

Average: 2m 34s

5 min

Next Response

Average: 8m 12s

15 min

Resolution Time

Average: 1h 23m

4 hours

Webhooks & API

Extend automations to any system

Connect Chatwoot to your existing tools and workflows. Trigger webhooks, call external APIs, and build custom integrations.

Webhooks

Receive real-time HTTP callbacks when events occur. Signed payloads ensure security.

REST API

Full API access for building custom integrations and automating bulk operations.

Integrations

Native integrations with Slack, Linear, Dialogflow, and more popular tools.

Ready to automate your workflows?

Stop spending time on repetitive tasks. Let automations handle the routine work while your team focuses on what matters.

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Free for 15 days. No credit card needed.