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Components

Automation rules consist of three main components that need to be set up:
  1. Triggers
  2. Conditions
  3. Actions

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Setting up Automation Rules

1

Add new rule

  1. Go to the Automation Rules page in Periskope.
Automation Rules
  1. Click on the ”+ New Rule” button. You can also add a rule by pre-filled templates available on the screen.
Automation Rules
A total of 18 different preset templates that can be set up in just a few minutes, divided into 6 buckets:
  1. Automated Ticketing
  2. Automated Replies
  3. Automated Assignments
  4. Automated Flagging
  5. Automated Escalation
  6. Automated Notifications
Automation Rules
2

Add Rule name

On the top of the rule setup page, add a name for the rule.
Automation Rules
3

Choose a Trigger

In the “Trigger” section, select the event from the window that will initiate the rule. For example, “New Message Received.”
Automation Rules
4

Add conditions

Define the conditions that must be met for the rule to execute. You can add multiple conditions using logical operators like AND, OR, and nested conditions.
Conditions
You can also add delays before evaluating the conditions to allow for time-based criteria.
Conditions
For example, you can create a condition that checks if the message contains specific keywords and is received from a specific user.
5

Add actions

Specify the actions that will be executed when the conditions are met. You can add multiple actions and set delays for each action.
Actions
6

Save and Publish

Save the rule and publish it to start automating the workflow.
Automation Rules

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Example: Automated replies on message with keywords (urgent, important) 📃

Let’s consider an example of setting up an automation rule: Scenario: Automatically send a message if a new message is received and contains certain keywords.
1

Define the Trigger

  1. Select “New Message Received” as the trigger.
2

Set the Conditions

Define a condition: Check if the message contains specific keywords, e.g., urgent, help.Use logical operators if needed: For example, message contains ‘urgent’ OR ‘important’.Optionally, set a delay before checking the condition (e.g., 5 minutes).
Conditions
3

Add Actions

Select the action: ‘Send Message’ Action.Specify the message to send, such as: “We have received your message and are processing your request.”Optionally, add a delay for when the action should be executed; and even some form of media (Image, Video, Document or Audio)
Conditions
4

Finish

Save the rule and activate it to start automating the workflow.

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Final Rule:

  • Trigger: When New Message Received
  • Conditions: If message contains urgent OR important
  • Action: Then send a message “We have received your message and are processing your request.”
Conditions