Exploring Conversation Rules
To begin adding rules, navigate to Engagement, then Conversations, and click on Settings.
The General settings page will allow you to add automation settings.
The Automation Settings box will show you all custom rules. The rules can be edited, deleted, and the order can be altered.
To edit or delete a rule, click on the three dots to the far right of the rule.
To reorder rules, use the two horizontal lines to drag rules up or down.
The Enabled button should be turned on for active rules or switched to an inactive position for rules that are not currently in use.
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.
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.
There are four types of conditions.
Segment reference
Segment builder
Inbound condition
Date condition
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.
Actions
Once the conditions for a rule are set, choose the action for the rule to execute.
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.