Insights & Operations → Automations holds rules of the form when this happens, if these conditions match, then do this. Rules act only on your own customers. Only your admin account can open the page.
New to automations? Automations and templates — how they work together explains how a rule picks its template and walks through recipes, such as a different Order received e-mail for orders with a technician visit.

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The rules kurnl set up for you

Your account starts with a set of System default rules: one e-mail rule per customer event (order received, welcome, invoice, payment failed, …) and a few tagging rules. An e-mail rule sends the event’s active template from Message Templates. The banner Review your default automations counts how many you have reviewed. Press Review defaults, check each rule — timing, recipients, template — and save it: saving marks it reviewed.
Switching off a Core rule asks you to confirm: your customers then get no e-mail for that event.

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The list

Tabs Automations and Run history. The list shows each rule’s Category, When, Then, Status and Last run. The status is Active, Off or Needs review — hover it for the reason, such as a rule not reviewed yet or a missing template. Filter by status, type (System default / Custom), trigger and action.
  • The switch turns a rule on or off.
  • Duplicate makes an inactive copy you can change.
  • Restore puts a default rule back to kurnl’s version; Delete removes a rule of your own (its past runs stay in the history).
The Automations list with the review banner

Automations

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Build a rule

Press + New Automation, or open a rule.
1

General

Give the rule a Name and, if you like, a Description.
2

1 When

Choose the event that starts the rule — a subscription is activated, a payment fails, an installation is completed, a ticket nears its SLA, and more; the list in the editor is complete. The editor shows the placeholders the event provides.
3

2 If — optional

Add conditions; all of them must match. Depending on the event you can test the plan, the customer’s tags, their marketing opt-in, the building’s line type, the order’s installation (a technician visit, a shipped router, or none), a ticket’s priority, or a payment’s amount. The line type describes the building; Installation describes this order — a suite whose router is already online orders without a visit, even in a third-line building.
4

3 Then

Add one or more actions, performed in order: Send Email, Send SMS, Add Tag, Remove Tag, Create Ticket, Add Internal Note, Update Field, Post Notice or Call Webhook. Update Field sets one of your account’s custom fields on the customer; kurnl sets the fields up for you.
5

Save

Save and enable, or Save as draft to keep the rule off. On a rule that is on, that button reads Save and turn off; on a default not reviewed yet, Save, keep off.
The rule editor with When, If and Then

A rule with a condition and two actions

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Send Email and Send SMS

  • Email template — leave it on The active template for this event, or pick a template of that event.
  • Recipient override — the customer, unless you enter another address.
  • Delay (minutes) — up to 30 days. A delayed message checks the rule again right before it is sent.
  • Send test — enter a Test email address and press Send test: the message goes to that address, never to a customer.
Each event sends at most one e-mail and one text, even when several rules match. Rules with conditions are tried first.
Call Webhook needs an https:// address. It posts the event name, a timestamp and the event’s placeholders — the same values a template can use — plus subscription_id, subscriber_id and the customer’s email, name and phone. Network details such as the switch or port are never included.

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Run history

Run history lists every time a rule was checked: the event, whether the conditions matched, and the result. Click a run for Run details — each action and what it did — and Edit automation to fix the rule. Delayed actions lists messages waiting for their time.
Want to act when an install completes — send a welcome e-mail, open a follow-up task? Use the Installation completed event.