Rules that run your inbox. While you don't.
Route, assign, reply and notify automatically on WhatsApp, Instagram, Messenger and live chat. Build it in plain language: when this happens, if that's true, then do these things.
When. If. Then. That's the whole language.
Every automation is a short, readable rule. Anyone on your team can build one, read one, and know exactly what it will do. No flowchart spaghetti, no scripts.
- InstantRules run the moment a conversation starts or a message lands.
- OrderedActions run top to bottom, so outcomes are predictable.
- Loop-safeWhat an automation does never re-triggers another one.
- MeasuredEvery rule shows its run count and when it last fired.
Three triggers. Endless combinations.
Pick what starts the rule, narrow it down with conditions, then line up the actions.
When
01- Conversation createdA new customer, or a returning one with a fresh question.
- Message receivedEvery inbound message from a contact, on any channel.
- Conversation resolvedFollow up, log the outcome or notify another system.
If
02- Channel isWhatsApp, Messenger, Instagram or live chat.
- Message containsAny of a list of keywords, case-insensitive.
- Outside business hoursYour days and hours, in your time zone.
- Contact has emailTell known customers from anonymous visitors.
- Contact attribute equalsPlan, country, language or anything you store.
- All conditions must matchCombine as many as you need.
Then
03- Assign to a teammateSend it to the right person.
- Assign round-robinShare the load fairly across a group.
- Set statusOpen, pending or resolved.
- Turn Silah AI on or offPer conversation, from the rule.
- Send a replyDelivered on the customer's channel.
- Add a private noteContext for your team only.
- Notify a webhookSlack, Zapier, Make, n8n or your own API.
- Runs in orderEach run is counted, with a last-run time.
- Loop-safeAutomation actions never re-trigger rules.
Start from a recipe. Tweak in seconds.
The most common rules are one click away in the Automations page of your workspace.
Route WhatsApp leads to sales
Pricing questions on WhatsApp go straight to the sales team, shared fairly.
- WHEN message received
- IF channel is WhatsApp
- IF message contains price, quote, demo
- THEN assign round-robin
- THEN turn ai off
After-hours auto reply
Outside opening hours, set expectations and let Silah AI cover the basics.
- WHEN conversation created
- IF outside business hours Mon–Fri 09:00–18:00, Asia/Dhaka
- THEN send reply
- THEN turn ai on
VIP customers to the owner
Known customers with an email skip the queue and land with a senior teammate.
- WHEN conversation created
- IF contact has email known customer
- IF attribute plan equals enterprise
- THEN assign to
- THEN add private note
Notify Slack on new Instagram DMs
Your social team hears about new DMs where they already work.
- WHEN conversation created
- IF channel is Instagram
- THEN notify webhook
Rules for the predictable. AI for everything else.
Automations take the deterministic steps: routing, hours, notifications. Silah AI answers the open-ended questions in between, and a rule can switch it on or off for any conversation.
Questions, answered.
Let the inbox sort itself.
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