> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tied.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Automation rules
> Event, condition and action rules.
Assignment policies and SLAs are each narrow — one job, one shape. An automation rule is the general case: it fires on anything happening across the inbox, and does anything the action list supports.
## The three parts
**Event.** A rule fires on one of five real events: a conversation is created, updated, opened, or resolved, or a new message is created. It checks only the rules that are both active and registered for that exact event and account — a disabled rule stays in your account without running, so you do not have to delete something you might want back next month.
**Conditions.** A rule can match on: message content, email, country code, conversation status, message type, browser language, assignee, team, referrer, city, company, inbox, mail subject, phone number, priority, conversation language, or labels — plus any custom attribute your account has defined. Each condition row carries its own logical operator, `AND` or `OR`, so a single rule can mix both across its condition set rather than applying one operator uniformly to everything. Tied validates that nothing else sneaks in.
**Actions.** Send a message, add or remove a label, email a team, assign a team or agent, fire a webhook, mute, send an attachment, change status, resolve, reopen, snooze, change priority, email the transcript, or add a private note.
**Automation's action list is not identical to a macro's.** `send_email_to_team` and
`open_conversation` exist only for automation rules; `remove_assigned_team` exists only on a
[macro](/inbox/macros). The two systems share most of the same vocabulary, not all of it.
## What it will not fire on
A rule never fires on a change automation itself made — Tied explicitly checks whether an event was performed by an automation rule and skips it, which is what stops one rule's action from triggering a second rule in an endless chain.
`message_created` also ignores activity messages, and separately filters out inbound mail carrying an `Auto-Submitted` or `X-Autoreply` header — a customer's own vacation or out-of-office autoresponder, not anything Tied sent. So a rule watching for new messages is watching real conversation traffic, not an exchange with someone's out-of-office reply.
## Attachments
A rule can carry its own files, available to a `send_attachment` action — the same pattern a macro uses, so a standard document you hand out automatically does not need to live anywhere else first.
## Next
Where routing decisions get made when a rule assigns a team or agent.
The same action vocabulary, run by hand instead of on an event.
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