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Rules let you automate actions in conversations, like assign the conversation to a specific brain, tag a conversation and much more.

Rules let you automate your workflows for optimum efficiency and to ensure your customers get the best experience possible.

An environment can have one or more rules. The following steps demonstrate how you can create a rule:

Customize your rule

WHEN: Create the trigger

The trigger determines when the rule is executed, and can be one of the following:

  • A customer starts a conversation
  • A customer responds to a message

IF: Apply the conditions

There is a variety of conditions that you can choose from, if you need to. You can also not specify any conditions. You can select from the following conditions:

  • Availability

    • Business hours
  • User

    • Name
    • Email
    • Phone
    • Language
    • Timezone
    • Country
    • City
    • Browser
    • Platform
  • Conversation

    • Channel
    • Message content
    • Tags
    • Customer/referral URL
    • Agent assigned
    • Integration

You can combine the above conditions with and/or statements.

THEN: Select the actions

Finally, select the actions to be applied if the above conditions are met, like assigning a brain that will answer the message, tag the conversation etc.

List of actions:

Don't forget to make your rule active in order for it start taking effect.

You can also view our guides, in order to see some examples on how to assign different brains depending on tags and the language.

Reorder your rules

You can also reorder your rules depending on the priority. Drag a rule from the respective icon and drop it in your desired spot. Make sure that the rule with the highest priority is at the top, and the one with the lowest at the bottom. In the following image, you can see that the English Rule has the highest priority, so this is the one the assistant checks first. Then, the Greek Rule is reordered to have a higher priority than the Spanish Rule.