Rules integrations for communication

Rules and integrations work together to automate routine tasks and establish workflows across your team's favorite tools. This article shows how Asana's rules integrations can play a part in how your team communicates.

See How to create a rule for tips on getting started with rules.

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Twilio

To communicate seamlessly with your clients or collaborators, rely on rules to send an SMS text via Twilio, based on triggers and combinations that you can set in advance.

rule-integrations-twilio

Steps to configure rules integration

  1. In your project, click Customize in the top-right corner and select Add rule from the list
  2. From Add rule, select a trigger such as the custom field value Urgency being changed to High
  3. From the Actions tab, select Send SMS text
  4. Select Connect to Twilio. You’ll be asked to provide your Twilio Account SID and Auth Token. You can find this by logging into your Twilio account and selecting Account and your token will be under Auth tokens.
  5. After connecting your account, enter your Twilio phone number
  6. Enter the recipient’s phone number in the Send to field
  7. Write the content of the message in the Write a message field

In this example, when the custom field value Urgency is set to High, the rule is triggered and the action is taken; an SMS message is sent to the chosen recipient.

PagerDuty

Trust rules to notify your incident response team via PagerDuty when a task needs attention. Your chosen triggers allow Asana to integrate with PagerDuty and create incidents with context from the task automatically, whatever time of day or night.

rule-integrations-pagerduty

Steps to configure rules integration

  1. In your project, click Customize in the top right corner and select Add rule from the list
  2. From Add rule, select a trigger such as the custom field value Urgency being changed to High
  3. From the Actions tab, select Create incident
  4. Enter a title for the incident in the Title field
  5. Choose a service from the Service field
  6. Select the urgency from the Urgency field
  7. Enter an Incedent description.

In this example, when the custom field value Urgency is set to High, the rule is triggered and the action is taken; a Pagerduty incident is created. The task creator’s email and task link will be automatically shared in the incident description.

Intercom

The Intercom + Asana integration allows teams to keep track of Intercom conversations and their statuses in Asana. Instead of having to check separate tools for the information needed to resolve customer issues, teams can view Intercom conversation details directly in Asana.

For example, support teams who have been tracking customer feedback in Asana can add an Intercom conversation to a task to monitor the state, owner, and request dates at a glance.

Intercom

Here’s how to attach an Intercom customer support ticket to an Asana task:

  1. Log into Asana, and find the project where you want to enable the Intercom widget
  2. Click on Customize in the upper right-hand corner
  3. Scroll down to the Apps section, then select + Add app
  4. Select Intercom
  5. Click Add to project and follow the steps to connect Intercom to Asana
  6. Navigate to an Asana task within the project
  7. Link a customer support ticket to the task by clicking the Add Intercom ticket button on the Intercom field at the top of the task details pane
  8. Insert the URL for the relevant Intercom ticket
  9. Attached Intercom ticket details will appear as a widget in the task pane

Note: This integration is already built into Asana, but you need to sign up for an Intercom account to get started.

 

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