How to create an automatic conversation rule
Build rules like "when this happens, do that" to assign, tag, or change conversation statuses without anyone clicking.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
A conversation rule has three parts: When (what triggers it), If (a condition, optional) and Then (what Cognizy does). It’s useful for repetitive work, like assigning every new conversation to someone or tagging it.
Where to find it in Cognizy
Before you start
- Only the owner and admins can create rules.
- To assign to someone, that person needs to be on the team.
Step by step
- Step 1:
Open and click New rule.
- Step 2:
Enter a Name that says what the rule does. In When, choose what triggers the rule, such as Conversation opened.
- Step 3:
In Then, click Add action and choose what to do, such as Assign conversation. Then choose the person.
- Step 4:
If the rule only applies in some cases, click Add condition, in If. Leave Active turned on and click Save.
- Step 5:
The rule appears in the list and starts applying to future conversations right away.
How to know it worked
The rule appears in the list as active. The next time a conversation opens, Cognizy performs the action automatically.
If something goes wrong
The rule didn’t do anything.
Check that it’s active and that the condition in If isn’t too restrictive. The rule applies to what happens after it’s created, not to older conversations.
Next step
Create a follow-up rule for when a conversation goes idle.
Sign in with your Cognizy account to save your progress.
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