Supported triggers, conditions, and actions in Automations
Automations in Hiver let you build powerful, step-based workflows using trigger, conditions, and actions.
This guide lists all available triggers, conditions, and actions you can use to design Automations that fit your team’s workflow. If you’re new to Automations, start with Using Automations in Hiver before reading this reference guide.
Note: The availability of triggers, conditions, and actions in Automations depends on your Hiver plan. Some advanced triggers, such as those based on SLA policies, CSAT ratings, or custom objects are available only on higher plans.
Supported triggers
Triggers define when an Automation runs, in other words, they are the events that start the workflow.
Note: You can have one trigger per Automation.
| Trigger | When does it describe? |
| New conversation (inbound) is received | A new incoming email lands in a Shared Inbox |
| New conversation (outbound) is sent | A new outbound email is sent from a Shared Inbox |
| New conversation (inbound or outbound) is created | A new conversation is created, either from an incoming or outgoing email |
| Conversation moved to this Shared Inbox | A conversation was moved to this Shared Inbox from another Shared Inbox |
| External reply is received from anyone | An incoming email is received from anyone outside the Shared Inbox |
| External reply is received from the contact | The primary contact replies to the conversation
|
| Mailbox reply is sent | The first or any subsequent response is sent from the Shared Inbox |
| Assignee is changed | A conversation is reassigned or unassigned |
| Tag(s) is added | One or more tags are added to a conversation |
| Tag(s) is removed | One or more tags are removed from a conversation |
| Status is updated | A conversation’s status (Open, Pending, or Closed) changes |
| CSAT rating is received | A new CSAT rating is received for a conversation |
| Custom field is updated | A custom field value changes |
| Apps | A task you've linked to a conversation changes in a connected app. For example, its status is updated, it's marked complete, or it gets a new label |
| SLA policy is violated (First Response Time OR Resolution Time) | An SLA breach occurs |
| SLA policy is violated (First Response Time) | The First Response Time is breached in an SLA policy |
| SLA policy is violated (Resolution Time) | The Resolution Time is breached in an SLA policy |
| AI Sentiment is updated | Hiver AI detects a change in sentiment (Positive, Neutral, or Negative) |
Note: Triggers that run on new conversations (inbound and outbound) apply only to the first email in a conversation. Replies to an existing thread will not trigger the Automation again.
Supported conditions
Conditions define which conversations should flow into an Automation. You can add multiple conditions using AND / OR operators.
Each condition includes a field (the part of the conversation you want to check), an operator (how you want to compare it), and a value (what you want to match or exclude).
| Field | Description |
| From email | The sender’s email address |
| From domain | The sender’s email domain (for example, acme.com) |
| To email | The recipient's email address |
| To domain | The recipient’s email domain (for example, acme.com) |
| CC | The email addresses added in CC |
| Reply-to Email | The email address specified by the sender for receiving replies |
| Reply-to Domain | The domain of the address specified by the sender for receiving replies (for example, “@company.com”) |
| Subject | The email’s subject line |
| Body | The content of the email message |
| AI Variable | Variables created in an AI Task |
| Status | The current status of the conversation |
| Assignee | The conversation’s current assignee |
| Creation time | The time when an inbound or outbound conversation was created |
| Time passed since | The time elapsed in minutes or hours since a chosen event occurred (for example, since creation, assignment, or last reply). |
| CSAT rating | The latest CSAT rating received for the conversation |
| CSAT comment | The comment added to the latest CSAT rating |
| Day | The day or days of the week |
| Date | A specific date or range of dates |
| Apps | Fields or events from connected apps |
| SLA policy applied | The SLA policy currently applied to a conversation (Available only for SLA policy violated triggers) |
Note: The following conditions are not available for triggers that run on new incoming, new outbound, or new conversations created or added to a Shared Inbox:
- Status
- Assignee
- CSAT rating
- CSAT comment
Supported operators
| Operators | Description | Example |
| is | Finds an exact match | Subject is “Billing query” |
| is not | Excludes results that exactly match | Status is not “Closed” |
| contains any of | Matches if the field includes any of the entered keywords | Subject contains any of “refund, return, cancel” |
| does not contain | Matches if none of the entered values appear | Body does not contain “unsubscribe” |
| matches any of | Matches if any of the entered keywords appear in the body as a whole word | Body matches any of 'refund' |
| does not match any of | Matches if none of the entered keywords appear in the body as a whole word | Body does not match any of 'error' |
| matches | Lets you search for text that follows a specific format or pattern | Subject matches “INV-[0-9]{5}” |
| is present in | Lets you match with values in a Custom Object | From email is present in “Account mapping Custom Object” |
| has attachments | Matches if the message has a file attachment | Body has attachments |
| has no attachments | Matches if the message has no file attachment | Body has no attachments |