Click on the ”+ New Rule” button. You can also add a rule by pre-filled templates available on the screen.
New Rule
A total of 18 different preset templates that can be set up in just a few minutes, divided into 6 buckets:
Automated Ticketing
Automated Replies
Automated Assignments
Automated Flagging
Automated Escalation
Automated Notifications
Automation Rule Templates
2
Add Rule name
On the top of the rule setup page, add a name for the rule.
Set up a Name
3
Choose a Trigger
In the “Trigger” section, select the event from the window that will initiate the rule. For example, “New Message Received.”
Available 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.
Choose Condition(s)
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 Publish
Save the rule and publish it to start automating the workflow.
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
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).
Choose Condition(s)
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)
Set up Action
4
Finish
Save the rule and activate it to start automating the workflow.
