Set automated rules to simplify your workflow, auto-assign conversations to staff, and auto-reply customers.
You can set rules and actions that allow you to send personalised auto-replies to all your customers and assign different conversations to the right users.
"Live" are those in-action automation rules. "Draft" are those inactive automation rules.
By default, the system triggers one rule only when the conditions are met within the same scenario. Automation rules will run in order from top to bottom, and only one rule from each scenario will run.
Moreover, you can enable "Allow rule continue to trigger" in the automation rule to allow the system to run other rules.
Check this guide to know more about the automation's trigger mechanism.
To check the automation triggered or failed details, you can hover to the rule and click “View Rule History.”
For example, you can assign the conversation to "Admin 1".
If you want to update and assign it evenly to your teammates, please check this guide:
- 1.Incoming Messages
- 2.Newly Added Contacts (Find this under New or Updated Contacts)
- 3.New or Updated Contacts
- 4.Scheduled Messages
Use this scenario when a new or existing customer sends a message to you; assign conversations to specific staff or auto-reply based on different conditions.
When a new contact is added manually, use this scenario to send greeting messages and segment to different lists.
When the data field of contact is updated, use this scenario to trigger an auto message and segment to different lists.
Use this scenario when you wish to schedule a message to your customers periodically.
Select the condition(s) such as channel type, contact owner, country that apply to send an auto-message to those who satisfy that condition.
Check the below link for more details:
Use actions to send auto messages, assign conversations to staff, add/remove contacts from lists, and change contact fields to keep your customers engaged and updated.
To learn more about the different actions and how to use them, click on the link below.
We have created several templates for different use cases.