Supported triggers, conditions, and actions

Automations let you build step-based workflows using triggers, conditions, and actions.

This guide lists all available triggers, conditions, and actions you can use to design Automations that fit your team's workflow. Learn more about using Automations in Hiver Omni.

Note:

You can have one trigger per Automation.
The availability of triggers, conditions, and actions in Automations depends on your Hiver Omni plan.

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 the Shared Inbox via an automation rule
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 For outbound conversations, the contact is the first email address found in the To field. For inbound conversations, the contact is the email address found in the From field (the sender).
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

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
Email importance	The importance set on an inbound email in an Outlook Shared Inbox
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
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