The basic configuration of rules

Rules allow you to automate certain parts of your workflow. With rules, conversations will no longer require any manual tagging or assigning and will be handled automatically.

With rules you can automatically:

  1. tag conversations
  2. assign conversations to the right team or team member
  3. set the right SLA target on each conversation
  4. change the status of a conversation
  5. add labels to conversations

and much more. 

Rules are composed of:

  1. Conditions — what you're looking for
  2. Actions — what you want to happen as a result

How to create a rule

  1. Go to settings >automation >rules.
  2. Click on the + sign.

  3. Fill out the form:
    1. Name
      Give your new rule a name so your team can recognize it.
    2. Channels
      Assign the right channels to your new rule
    3. When
      Choose between inbound messages and assignments. 
    4. Sort order
      Rules trigger in the order that you assigned them to in the rule settings. You can assign the right order by placing the right number in sort order.

  4. Set up conditions
    Next, you'll need to set up one or multiple conditions for your new rule.

💡 Remember: Conditions are what you're looking for.

The incoming conversations meet the set conditions and will then trigger the desired action.

Adding multiple conditions to a rule

You can add multiple conditions by selecting 'OR' or by selecting 'AND'.

'OR' - means that incoming conversations only need to be meet one of the set conditions for an action to be executed.

'AND' - means that all conditions need to be met by an incoming conversation for an action to be executed.

5. Set up actions
Once you've decided which conditions you want to assign to the incoming conversations you need to select the actions you'd like to be applied to your conversations.

💡 Remember: Actions are what you want to happen as a result