Exploring Conversation Rules

To begin adding rules, navigate to Engagement, then Conversations, and click on Settings.

Click on Settings

The General settings page will allow you to add automation settings.

Click on General

The Automation Settings box will show you all custom rules. The rules can be edited, deleted, and the order can be altered.

Click on Automation Settings…

To edit or delete a rule, click on the three dots to the far right of the rule.

Click on cell

To reorder rules, use the two horizontal lines to drag rules up or down.

Click on img

The Enabled button should be turned on for active rules or switched to an inactive position for rules that are not currently in use.

Click on cell

Conversation Rules

Rules are made up of conditions and actions. Conditions are filters that narrow down incoming messages and actions are what happens when a message meets the conditions. Keep in mind, if a conversation meets the conditions of the rule then the action will take place.

Click on Add Rule

To create a custom rule, begin by clicking add rule and then name the rule and add a description.


Set Conditions for a Rule

Conditions determine the properties or type of message that the action will affect. You can add multiple condition types.

Click on Add Condition

There are four types of conditions.

  • Segment reference

  • Segment builder

  • Inbound condition

  • Date condition

Click on Applied…

Segment Reference: further refine the conditions of the rule using filters. To learn more about using filters, refer to How Are Filters Used?

Segment Builder: Filters your audience based on selected criteria.

Inbound Conditions: Are the channels of communication the incoming message comes from. This is the first condition you should add. The three channels are SMS, email, and the microsite messenger. Furthermore, to add channel filters based on the message content, select Add Filter after you select the channel(s). Email filters can filter by the email From Name, From Email, To Email, and the Email Subject.

Date Conditions: coordinate the action of the rule with a date and/or time (before, after, on, at etc.).

When setting conditions for a rule, a user can add multiple condition types for a rule. For example, a rule can be created with conditions for Inbound Conditions, Date Conditions, and by User Segment.


Once the conditions for a rule are set, choose the action for the rule to execute.

Click on Action

Assign to: Assign the conversation to a specific team member

  • Reply with: Send an automatic message reply

  • Add tag(s): Add a custom tag to a conversation for filtering

  • Add participants: Include team members in the conversation

  • Close conversation: Automatically close/end the conversation

To finish saving your rule add at least one condition and one action. Don’t forget to turn your rule active once you finish!

Things to keep in mind:

Rules are executed against new incoming conversations from Students. For example, if you create a conversation from the Conversation dashboard it will not be executed by your rules. 

A conversation is executed against all rules based on their order in the All Rules screen. However, Rules with the ‘Assign To’ and ‘Close Conversation’ actions are 'single actions' and will only be executed by the first matching condition that the conversation meets.

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