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Components

Automation rules consist of three main components:

  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.

New Rule

Available templates:

  1. Create ticket on important flagged messages.
  2. Assign chat on new chat (Round Robin)
  3. Flag message on message with keywords (urgent, important)
  4. Automated replies on message with keywords (hello, hi)
  5. Automated replies on message outside business hours

Rule Templates

2

Add Rule name

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

3

Choose a Trigger

In the “Trigger” section, select the event from the dropdown list that will initiate the rule. For example, “New Message Received.”

Triggers

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.

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 activate

Save the rule and activate 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., 10 seconds).

Rule

3

Add Actions

Select the action: SendMessageAction.

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.

Rule

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.”

Rule