Automations¶

Automations let ACME Assist notify other tools when a conversation changes, or pull in context from your own systems while an agent is replying.

Automatically route conversations¶

The most common automation tags an incoming conversation and routes it to the right team without an agent triaging it first:

flowchart LR
    A[New conversation] --> B{Tagged "billing"?}
    B -- Yes --> C[Route to Billing team]
    B -- No --> D[Route to General queue]

Build rules like this from Automations → New rule, or manage them through the webhook and API integrations below.

Send a webhook¶

Add a webhook URL and choose which events should trigger it. ACME Assist sends a POST request with the conversation as JSON:

{
    "event": "conversation.assigned",
    "conversation_id": "conv_9f2c1",
    "assignee": "agent_442",
    "channel": "email"
}

Call the API¶

Use the API to create or update conversations from your own systems:

curl https://api.acme.io/v1/conversations \
    -H "Authorization: Bearer $ACME_TOKEN" \
    -d channel=email \
    -d subject="Order #4821 delayed"

Requests are rate-limited per workspace.¹

Next steps¶

Automations inherit the same roles and permissions as the rest of the workspace, so review those before granting a teammate access to build one.