Setting Conditions within Rules

The Conditions are the basis on which the "Rules" are built. These are conditions that must be met by a message or a conversation in order to have an action performed out automatically. There are many different possibilities regarding these conditions.

To what content does the Condition apply?

A Condition can apply to different parts of a conversation. What's selected here determines what the Rule searches for in the indicated information.

Contact Name: The name of the contact that sent the message.

Contact Email: The email address from which a conversation was sent to the company.

Contact Phone: The telephone number used to call the company.

Contact Profile: The profile to which a contact is attached.

Ticket Status: Is the Rule applicable to new, picked up or closed tickets, or for tickets under Spam?

Email attachment: All mails that do/do not contain attachment(s).

Email subject: The subject that has been given to an email.

Message body: The actual content of a message.

Is first message: Is this message the first message within a conversation?

Contact group: Is this customer attached to a contact group, or not? 

Ticket team: To which team is the conversation assigned?  

Is unreplied after: Make sure every message gets taken care of. Provide an action to a conversation if no employee has answered it after several minutes, hours or days. 

Is inside business hours: Checks whether a message has arrived within the selected business hours. 

Is outside business hours: Checks whether a message has arrived outside the selected business hours. 

Date Time (UTM): Checks whether a message has arrived before or after a chosen date/time and then links an "action" to it.

Custom Ticket field: The content of the Ticket field you created (Only applicable when the field is filled in).

Custom Contact field: The content of the Contact field you created (Only applicable when the field is filled in).

Custom Profile field: The content of the Profile field you created (Only applicable when the field is filled in).

What is expected of the content?

The following options exist for the content of these Conditions:

Equals: This means exactly equal to. Choose "equals" if the selected field must fully comply with the condition and must therefore be exactly the same. For example: choose the condition Contact name Equals "Tamara" if it's desired that actions are linked to messages that Tamara has sent to the company.

This function is very precise. In the example above, messages from Tamara will be edited, but the messages that come in from Tamara [Surname] will not.

Not equals: the opposite of Equals, so "not equal to". Choose "not equals" if the selected field does not have to meet the conditions. Example: choose the condition Contact name not equals "Tamara", if the Rule applies to anyone who has send you a message and is not named Tamara.

Just like equals, not equals also listen very closely. Only when the name exactly matches, the rule is not applied.

Contains: Choose this function if the filter needs to be wider. With this condition, a Rule will already apply if a certain field contains the entered word. For example: at the moment that "mail subject" Contains "Offer" is set, all emails that have the word "Offer" in their subject line will meet the condition for this Rule. The other content of the subject has no influence on this.

Not contains: This is the opposite of "contains". In this case, the rule applies if a contact name, email address or the content of the message or subject does not contain a specific piece of text. 

Contains word: This function hangs a little between the two previous ones and looks for an exact word. An example to explain the difference between contains and contains word:

Condition: Message body contains "rent".

In this case, the Rule is always applied if the word rent occurs in the Message body. If a mail arrives that contains the word "current", the rule is also activated, because "rent" is recognized in this.

If you want to distinguish between rent and current, choose the condition Message body contains word "rent". In this way the word "rent" is really seen as a single word and the rule is therefore not applied if the word "current" is written.

Does not contain word: The function works the same as that of "contains word", but the rule is only activated when the word is not in the contents.

Ends with: Imagine that someone within the company is responsible for all communication with another company. Does this company send email with different email addresses? Via "Ends with" it's possible to link all these mails to a Rule. Often these mail addresses belong to the same domain. For example, by choosing Contact email Ends with "@trengo.com", all emails that are sent from Trengo are recognized by this Rule and considered relevant.

Starts with: Exactly the opposite of the "Ends with" function is the "Starts with" option. Does one and the same person send emails in his or her name from different domains, then a Rule can recognize all these messages by means of the function Starts with.

In: relevant within the Contact group condition. The rule will apply if the customer is attached to the selected contact group. 

Not in: relevant within the Contact group condition. The rule will apply if the customer is not attached to the selected contact group. 

After the Conditions of a Rule have been set, it's time to add actions to it. It's also possible to link multiple conditions to one Rule.