Docs / Journeys, Signals & Email
Signal rules: automation triggers
Fire actions — create an Action, send an email, apply a playbook — when conditions are met.
Signal rules
Signal rules are the reactive automation engine: *when* a condition is true, *do* something. Configure them in Admin Console → Signal Rules.
Building a rule
+ New Rule opens a wizard — Basics → Audience → Actions → Schedule → Review (or Build with AI from a plain-language description).
- Trigger — a criteria builder of field + operator + value conditions. Conditions in a group are ANDed; add another group to OR. Fields span health, predictive scores, usage, renewal, NPS/surveys, and your custom fields; operators include less/greater than, equals, crossed-below/above, changed-in-last-N-days, and *is in segment*.
- Actions — one or more of: Create Action (files real tracked work, optionally seeded with a playbook), Send Email (internal — to the CSM, manager, or account team), Notify / Escalate, Reassign CSM, Update a field, Log to Timeline, Run AI Agent, Flag for AI Review, or Call External Action.
- Schedule — reactive (re-checks every few minutes), recurring (cron), one-time, or continuous.
Good to know
To email the *customer*, use a Journey or Outreach Campaign — Send Email in a rule is internal only. A cooldown stops a rule re-firing on the same account repeatedly.
Related: *Criteria fields (reference)* · *Default signal rules (reference)* · *Segments: building & using them*
More in Journeys, Signals & Email
- The Automation Hub: journeys, campaigns, templates & surveys
- Creating your first journey
- Email templates with dynamic attributes
- Surveys and NPS
- Email deliverability: domains, unsubscribe & bounces
- External Actions & webhooks
- Segments: building & using them
- Default signal rules (reference)
- Criteria fields (reference)