How rules work
Every rule follows the same simple model: Trigger → Conditions → Actions.
Trigger: the event that starts the rule (a new ticket, an incoming message, a status change, and so on).
Conditions: optional checks that decide whether the rule applies (channel, tag, subject line, sentiment, and more). Leave conditions empty and the rule runs on every trigger event.
Actions: what Redo does when the conditions pass (set status, assign, reply, hand off to AI, and so on).
Finding your rules
Go to Settings → Rules. The Rules list shows every rule, who created it, and whether it's Published (live) or a Draft.
From the list you can:
Publish or Unpublish a rule to turn it on or off.
Delete a rule.
Reorder rules that share the same trigger by dragging them into the order they should run. Redo warns you when a new rule shares a trigger with existing rules so you can set the sequence.
Creating a rule
Click New rule.
Give the rule a clear name.
Build it in the drag-and-drop Steps panel: every rule starts with a Trigger, then you add Conditions, Actions, and optional Wait steps.
Click Create rule. New rules start as a Draft, so Publish when you're ready for it to run.
Step 1: Choose a trigger (when it runs)
Support ticket created
Support ticket message created
Merchant message created
Message received
Status change
Priority change
Assignment change
Tag added or Tag removed
Support ticket read
Thread created
Chat converted to email
Conversation insights generated (runs after AI insights like sentiment are ready)
Step 2: Add conditions (who or what it applies to)
Conditions can be combined in AND/OR groups, and groups can be nested for more advanced logic. Available conditions include:
Ticket channel (email, chat, etc.)
Ticket status
Subject line
Message body
Sent from or Received at (email address)
Assignment type
Has tag or Trigger tag
Topic (AI-detected)
Message sentiment (AI)
Time-based (business hours, weekly schedule, or a specific date)
Last order (time since order, order value, or item count)
Response time
Depending on the condition, you'll pick an operator such as is / is not, contains / does not contain / is exactly / does not equal, within last / on or before / on or after / between, or greater than / less than / equal to / between.
Step 3: Add actions (what happens)
Actions run top to bottom, so order matters:
Set status
Set priority
Add tag or Remove tag
Assign or Assign oldest ticket
Auto reply
AI response (starts the AI agent on the ticket)
Handoff AI
Like comment or Hide comment (for social channels)
Merge support ticket
Stop ticket continuation
Tips
No conditions means the rule always runs when the trigger fires.
AND vs OR: an AND group needs every condition to pass; an OR group needs just one.
Order matters: actions run in sequence, and rules sharing a trigger run in the order you set on the list.
Drafts don't run, so remember to Publish.
Check the ticket timeline to confirm a rule fired; each fired rule is logged there (for example, “Message received triggered 2 rules”), which is the fastest way to troubleshoot.
Example rules
Auto-close spam: Trigger Message received, Condition Subject line contains “unsubscribe,” Action Set status: Closed.
Route VIPs: Trigger Support ticket created, Condition Last order value greater than $250, Actions Add tag: VIP and Assign to your VIP agent.
After-hours AI: Trigger Message received, Condition Time-based outside business hours, Action AI response.