Setting up Automation Rules

1. Go to the Automation Rules page in Periskope.

2. Click on the ”+ New Rule” button. You can also add a rule by pre-filled templates available on the screen.

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

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

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

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.

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

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

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

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).

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.

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

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.”