Automation Rules

The Automation Rules module supports users to customize automation rules for reply messages. It supports assigning conversations to the most suitable agents based on conversation labels and other content, improving service efficiency.

• Rule Name: Enter a custom automation rule name.

• Description: Enter a description for the content of this rule.

• Event: Define the trigger event scenario for this automation rule to take effect. Provides four trigger events: "Conversation Created", "Conversation Updated", "Message Created", and "Conversation Opened".

  • Conversation Created: Event triggered when a new conversation is created. Includes conversations created in all channels.

  • Conversation Updated: Event triggered when a conversation is updated. (Note: The original text description is same as Created, likely means updated).

  • Message Created: Event triggered when a new message is created in a conversation.

  • Conversation Opened: Event triggered when a previously snoozed, resolved, or pending conversation is opened again.

• Condition: Define the trigger conditions for this rule. You can customize input judgment statements and filter by message type, message content, email, channel, conversation language, mobile number, etc. Supports adding multiple rules simultaneously.

  Event	Condition	Executable Statement
  Conversation Created	-Status -Browser Language -Email Subject -Country -Referrer Link -Inbox -All the Conversation Custom Attribute added to your account. -All the Contact Custom Attributes added to your account	-Equal to -Not Equal to
  Conversation Updated	-Status -Browser Language -Email Subject -Country -Referrer Link -Inbox -Assignee -Team -All the Conversation Custom Attribute added to your account. -All the Contact Custom Attributes added to your account	-Equal to -Not Equal to
  Message Created	-Message type -Message Content -Inbox -All the Conversation Custom Attribute added to your account. -All the Contact Custom Attributes added to your account	-Equal to -Not Equal to
  Conversation Opened	-Browser Language -Email Subject -Country -Referrer Link -Inbox -Assignee -Team -All the Conversation Custom Attribute added to your account. -All the Contact Custom Attributes added to your account	-Equal to -Not Equal to

• Action: Define the operations to be executed when the trigger event and conditions are met. You can assign the conversation to a specific agent or support team, add labels to the conversation, send emails to the team, send email transcripts, close the conversation, snooze the conversation, resolve the conversation, send a webhook, cancel, send attachments, and send messages. Multiple operations can be added simultaneously. The availability of operations is not affected by the added conditions or events.