Create an Automation Rule
This guide explains the full Automation Rules editor for general-purpose rules.
Use this editor when the automation sends messages or templates, assigns conversations, hands off to an AI agent, reacts to custom API payloads, or needs a multi-step visual flow.
For pipeline-specific behavior, use Pipeline automations instead.
Create a rule
- Go to Automation Rules.
- Select New automation rule.
- Enter a clear rule name.
- Add a note if it helps teammates understand the rule.
- Choose what should happen.
- Choose when it should happen.
- Choose the business phone numbers the rule applies to, when phone scope is shown.
- Save the rule.
Choose the action
The action is what Peach does after the rule matches. The builder supports simple one-step actions and an advanced visual flow option.
Common actions include:
- Assign conversation
- Hand off to AI agent
- Send Template
- Send Flow
- Send Message
- Set conversation status
- Build a visual flow
Use the visual flow option when the automation needs more than one step, branches, waits, extra messages, or handoffs.
Choose the trigger
The trigger controls when Peach should run the rule. Triggers can come from Peach events, connected integrations, or custom developer APIs.
Some triggers show extra condition fields. For example, a message or template event may show matching options, and a custom API trigger may ask for topic or payload settings.
Choose phone-number scope
For WhatsApp conversation events, Peach can scope the rule by business number.
Scope | Meaning |
|---|---|
All business phone numbers | Applies to every connected number, including numbers added later. |
All Cloud API numbers | Applies to all Cloud API numbers. |
All coexistence numbers | Applies to all coexistence numbers. |
Only selected phone numbers | Applies only to the numbers you choose. |
Phone-number scope may be hidden for account-level events and external API events where it does not apply.
Save and activate
New rules are saved as active unless the current surface gives you an Active toggle and you turn it off.
After saving:
- Active rules listen for matching events.
- Draft rules stay saved but do not run.
- Rules with visual flows can be opened in the visual editor.
- Rules triggered directly by API may show an automation endpoint after the first save.
When to use the full editor
Use the full Automation Rules editor when the rule needs one or more of these:
- AI handoff
- Template or flow sending
- Custom API payload mapping
- Multiple steps
- Advanced triggers
- Visual flow editing
For pipeline-specific behavior, use Pipeline automations.