# Labels, attributes and automation

Tailor how conversations are organised and handled:

* **Labels** — create a shared set of tags for conversations and contacts.
* **Custom Attributes** — define extra fields to capture on conversations or contacts.
* **Automation** — set up rules that run actions automatically (assign, label, reply, and more) when your conditions are met.

## Watch the walkthrough

{% embed url="https://youtu.be/kzFeB20dXRo" %}

## Creating an automation rule

Every rule has three parts: an **Event** that sets it off, **Conditions** that must match, and **Actions** that run.

1. Open **Settings → Automation** and click **Create Automation**.
2. Enter a **Rule Name** and a **Description**.
3. Under **Event**, choose when the rule is checked: **Conversation Created**, **Conversation Updated**, **Conversation Opened**, **Conversation Resolved**, **Message Created** or **Attribute Changed**.
4. Under **Conditions**, add at least one condition — for example **Inbox**, **Labels** or **Message Contains**. Click **Add Condition** to combine several.
5. Under **Actions**, add what should happen — for example **Assign a Team**, **Add a Label**, **Send a Message** or **Apply Message Sequence**. Click **Add Action** to add more.
6. Click **Create**.

To change a rule later, click **Edit** on its row and click **Update** when you're done. Use the switch in the **Active** column to pause or resume a rule.

Rules that act on a missed reply deadline are set up from the Reply SLA page instead — see [Reply SLA](/settings/reply-sla).

## Matching who sent the message

On the **Message Created** event, the **Message Sender** condition tells your team, your bots and your customers apart, so a keyword rule fires only on the messages you mean. Pick one of:

* **Agent (human)** — a reply written by someone on your team. Replies your team sends from the WhatsApp Business app on their phone count as **Agent (human)** too.
* **Bot** — an outgoing message that no person on your team wrote, such as your AI agent's replies.
* **Contact** — a message from the customer.

Combine it with other conditions such as **Message Contains** or **Inbox**. For example, add a label or send an email to your team whenever one of your agents replies "appointment confirmed", without the rule firing on your AI agent's own messages.

The **Message Sender** condition is only available on the **Message Created** event.

## Chaining rules with a label

A label added by one rule can set off another rule. For example, one rule labels conversations that mention a certain product, and a second rule that watches for that label applies a message sequence or assigns a team.

1. Create the first rule with the **Add a Label** action.
2. Create a second rule with the **Event** set to **Attribute Changed**.
3. Under **Conditions**, choose **Labels** → **Label added** and pick the same label.
4. Add the follow-up action, such as **Apply Message Sequence** or **Assign a Team**, and click **Create**.

Good to know:

* Works with both **Label added** and **Label removed**.
* Labels added or removed by hand set these rules off too.
* One step per chain: a rule set off by another rule's label does not set off further rules, so two rules can never loop each other.

## Sending data to your own systems

The **Send Webhook Event** action sends the conversation's details to a URL of your choice — a CRM, an API or an automation tool — with the method and headers that endpoint needs. See [Integrations overview](/settings/integrations) for how to set it up and test it.

## More you can do with rules

Automation rules can also send messages for you — in the same conversation or through another inbox like email or WhatsApp. See [Sending automated messages with Automation](/settings/automation-send-message).

The **Sync lead to Google Sheets** action writes the conversation's lead row to your spreadsheet when the rule runs. See [Connecting Google Sheets](/settings/connecting-google-sheets).

Rules can also keep your calendar in step when an agent reschedules or cancels an appointment in chat. See [Updating a booking when an agent reschedules](/calendar/agent-rescheduled-appointments).

## Related

* [Sending automated messages with Automation](/settings/automation-send-message)
* [Reply SLA](/settings/reply-sla)
* [Integrations overview](/settings/integrations)
* [Connecting Google Sheets](/settings/connecting-google-sheets)
* [Filter conditions and operators](/settings/filter-conditions-and-operators)

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Source: https://help.mampuai.com/settings/labels-attributes-and-automation