Keep your inbox tidy and create smooth workflows by using simple rules

01 Getting to Messaging Rules

  • Select your avatar in the right-hand corner
  • Follow these steps: Settings > Smart Tools > Message rules​

02 Add Rule

  • Click '+ Add Rule' to add a new rule from scratch

    OR
     
  • Click the More Options button beside '+ Add Rule'  and select 'Create Rules from our Samples' to choose from our samples

03 Create/Edit Basic Settings

  • Name*
    Give the rule a name
    This is only to reference the rule when it is applied in your account
  • Active
    Make it active or not
  • Stop processing further rules if conditions are matched
    When ticked, once the rule applies, no further rules in the sequence will be processed
  • Skip logging in tickets when applied
    A log will not be made that this rule has applied to your ticket
  • Only use once per ticket
    When a message matches the rule, the same rule will not be applied again


04 Message Conditions

  • Choose the content of the ticket or message you would like to catch from the wide range of options available 

 

Note:
Be sure to use the AND/OR option correctly. If you select the AND option ALL of the conditions will need to be present for the rule to apply. If you use the OR option it gives a wider selection

05 Actions

Configure and select the action taken when the rule has been matched

  • Assigning to tags
    Select the tag to be automatically assigned by the rule
    Click here for more information on creating a tag
  • Tag Assignation mode
    If you have chosen folders above you can choose to assign to all of the folders you have selected or in a round robin format where it will select one folder at a time in the sequence each time this rule is matched
  • Assign ticket owner
    Select the user to be automatically assigned as the owner
  • Assign to agent
    Select a user to be mentioned on the ticket
  • Agent Assignation mode
    If you have chosen agents above you can choose to assign to all of your agents you have selected or in a round robin format where it will select one agent at a time in the sequence each time this rule is matched
  • Change Ticket Status
    Select Change ticket status, if you would like the ticket status to change once the rule has been applied
  • Webhook URL
    This allows you to send a notification to a URL once the rule has been applied
  • Bind an Autoresponder
    Select the template to be sent when using the Auto Reply feature
    Click here for more information on Auto Replies