Automate Your Chat with IF/THEN Rules

A rules engine lets you define IF/THEN automation that runs on every incoming visitor message, before the AI replies. IF the message matches a condition — text, regex, visitor language, or an AI-evaluated intent — THEN one or more actions run: reply, route, alert, email, or call an API.

No. Rules are built in a visual editor in the dashboard. For advanced matching you can optionally use regular expressions, and AI rules simply take a plain-language description of when they should fire.

Yes. AI rules match visitor intent across all 60+ supported languages — describe the intent once in your own language, and the rule fires whether the visitor writes in Spanish, Korean, or Arabic.

Use the built-in dry-run panel to send test messages and see exactly which rules would fire and in what order, without affecting live conversations.

Yes. Actions include triggering an AI reply, assigning the conversation to a specific operator, and alerting all operators — so a rule can choose automation or a human handover for each message.