Select the condition(s) that apply to those who satisfy that condition.
The condition - Contact Fields - stores different information of the contact that are customizable under a "contact". If a contact satisfy the specified conditions, the actions will be executed.
The condition - Contact Owner - is the staff member who the conversation is assigned to.
The condition - Keywords - are a great way to know what your customers are looking for.
Actions can be done to contacts that satisfy the keyword(s) condition.
Now you can also set keywords to contain exactly a specific keyword, so it will not activate unless it is typed exactly as it is!
The condition - List means that actions can only be done when the contacts are on specific lists.
Last contact from you records down the date time that you team last replies to your customer.
Last contact from customer records down the date time the customer last sent a message to you. Please note that this value will immediately get updated when a message is received.
For example, it's 12:00pm on June 1st, 2020 now.
- is within 1 day: between 12:00pm on May 31st, 2020 to 12:00pm on June 1st, 2020
- is not within 1 day: Anytime before 12:00pm on May 31st, 2020
- is before: an exact date-time e.g. 00:00 June 1st, 2020
- is after: an exact date-time e.g. 23:59 June 1st, 2020
- is exactly: is exact that date between e.g. 00:00-23:59 June 1st, 2020
- is between: a particular date to another particular date
- is known: is a known value i.e. you have talked to the customers before
- is unknown: is unknown i.e. you have never sent any message to the customers
- is on: a particular weekday e.g. Monday-Sunday (used to set Off-hour reply)
The condition - Last Channel - is the most recent messaging channel that your customer talks to you on. Messages will be sent to contacts that satisfy the last channel condition.
Away Status means that the action can only be done if the Away status is set for the users and admins.
Conversation Status means that the action can only be done if the Conversation status is in a specific state (Open, Snooze, Closed).
This condition - Is Known and Changed - is used as a conjunction for these conditions to activate: when there is information added for these conditions, or when the information is changed for these conditions: 1. All Contact Fields 2. Contact Owner 3. Last Contact from you / Last Contact from customers 4. Last Channel
Set the language condition if messages content contain specific language.
The condition - Label means that actions can only be done when the contacts are contained with a specific label.