Chatwoot tutorial: instant and time-based automations

This tutorial explains how to create automation rules in Chatwoot for repetitive support tasks. The walkthrough starts in Settings, under Automations, where each new rule begins with an event. Events include conversation creation, updates, opening or resolution, and incoming messages. A rule can act immediately or wait before checking whether a conversation still meets its conditions.

The instant automation example checks newly created conversations for a refund request in the incoming message. When the conditions match, Chatwoot routes the conversation to billing, adds a refunds label, sets high priority, leaves a private note and sends the customer a confirmation. The speaker describes these actions as taking effect immediately.

The time-based example waits 2 days after an agent's reply. If the conversation remains open and the customer has not replied, the rule assigns customer success, adds a follow-up needed label, sets high priority and leaves a note. Chatwoot checks the conditions again after the wait, so a conversation must still qualify before the actions run.

The closing overview also names status changes, team notifications, attachments and webhooks as actions for building support workflows.