fdback.ioAutomations
Rules that act on your feedback and chats automatically
Automations are rules that run on their own: when something happens, they check your filters and then take one or more actions. Use them to tag popular feedback, post new ideas to Slack, open Jira issues for bug reports, or alert your team about new chats.
Open Automations in the sidebar. Only workspace admins can manage rules.
How a rule works
Every rule is a short chain of steps, read top to bottom:
- Trigger: the event that starts the rule, like Feedback is created.
- Filter (optional): Only continue if… conditions that must all be true, like Post type is Bug.
- Actions: one or more steps that run in the order you set, like Add tag then Send Slack message.
The rule list sums each one up in a sentence ("When feedback is created, then add a tag"), shows how often it ran, and has a switch to pause it.
Start from a template
When you have no rules yet, the page offers ready-made rules:
| Template | What it does |
|---|---|
| Review popular feedback | When a post reaches 25 votes, moves it to a status you pick, like Under review |
| Tag feedback by keyword | Tags new feedback whose title mentions a word (starts with "bug") |
| Post new feedback to Slack | Shares every new post in your Slack channel |
| Announce shipped feedback | Tells your team in Slack when a post is marked shipped |
| Send bug reports to Jira | Opens a linked Jira issue for new feedback of a type you pick |
| Alert the team about new chats | Notifies the teammates you pick when a visitor starts a chat |
Choosing one opens the rule editor already set up. Only the steps that need a choice from your workspace (a status, a tag, teammates) are left open; fill them in and click Create rule.
Build your own
Create the rule
Click New rule and give it a name, like Tag popular feedback.
Pick a trigger
Feedback
- Feedback is created: new feedback, after spam checks
- Status changes: optionally only from or to a specific status
- Feedback is completed: feedback is marked shipped
- Votes reach a threshold: runs once per post when its upvotes reach your number
- Comment is added
- On a schedule: hourly or daily (at the hour you pick, in UTC), over all feedback matching your filters
Jira (needs the Jira integration)
- Jira issue is linked
- Jira issue status changes: optionally only when it moves to To Do, In Progress or Done
- Jira issue is completed
Chat (needs live chat)
- Chat is started, Visitor replies, Chat is assigned, Chat is resolved
Add filters (optional)
Under Only continue if…, add conditions. All of them must match.
- Feedback: Post type, Status, Tag, Vote count, Title (includes a word), and Created more than N days ago for scheduled rules
- Chats: Channel (widget or public board), Visitor (known or anonymous), Message (includes a word), Assignee (including unassigned)
Add actions
- Feedback: Change status, Add tag, Remove tag, Change post type, Archive, Mark as spam
- Chat: Assign chat, Resolve chat
- Integrations: Create Jira issue, Create Linear issue, Create Asana task
- Messages: Send Slack message, Send Discord message, Send webhook, Notify team members (an in-app notification)
Click Create rule to save it. It's active right away.
Message tokens
Slack, Discord and team notification messages can include details of what triggered the rule:
| Rule runs on | Tokens |
|---|---|
| Feedback | {{post.title}} {{post.url}} {{post.status}} {{post.voteCount}} {{workspace.name}} |
| Chats | {{visitor.name}} {{visitor.email}} {{chat.message}} {{chat.url}} {{chat.assignee}} {{workspace.name}} |
Leave a Slack or Discord message empty to send the standard rich message instead.
Run history
Click a rule to see its Run history: each run with its result (Success, Partial, Skipped or Failed), what triggered it, a link to the feedback or chat, and when it ran. Click a run to see what each action did, or why it failed. History is kept for 90 days.
Good to know
- No chain reactions. Changes made by a rule never trigger other rules, so two rules can't loop. Changes synced from Jira do trigger rules.
- Scheduled rules handle up to 50 posts per run.
- Pausing a rule keeps it and its history; switch it back on any time.
Plans
The Free plan includes 2 automation rules; Pro and Enterprise are unlimited. If you downgrade, rules over the limit are paused.