Definitive Guide to Rule Conditions
Last Updated -
We have documented every Rule Type, Channel, and Condition and made a quick search filter to make it easy to find the Rule Condition definitions.
Rule Conditions by Interaction Type
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Checks the Subject of that interaction |
| Interaction Body | Checks the message body regardless of channel |
| Email Headers | Checks the email header of the inbound interaction |
| Email From | Checks the email sender |
| Email To | Checks the email To address |
| Email CC | Checks the CC field |
| Email Size (Bytes) | Checks the size of the email in bytes, does not include the attachment size |
| Email X-Mailer | Checks the contents of the X-Mailer section on the email header |
| Email Client | Checks which client the email was sent from. Includes options for Desk.com portal, widget, or API |
| Email Mailbox | Checks which of the Inbound Mailboxes that the email was sent to |
| Email Body | Checks the Email body |
| Hours Since Last Auto-Ack | Checks the hours since the last Auto-Acknowledgement was sent to that Customer |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Company Name | The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten. |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Chat
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | The Subject of the inbound chat when initially instigated |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Tweet body text is treated as the Interaction Subject |
| Interaction Body | Checks the body of the tweet for certain keywords |
| Tweet Type | Checks if this is or isn't a Direct Message, Mention or Search |
| Twitter User Follower Count | Checks how many Followers the person who is tweeting has |
| Twitter Account | Checks which account they are tweeting at from a list of ones added to your channels |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Tweet body text is treated as the Case Subject unless it's altered manually or by another Rule |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Q & A
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Checks the Question Subject for keywords |
| Interaction Body | Checks the body of the Question for certain keywords |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Phone
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Checks the Question Subject for keywords |
| Interaction Body | Checks the body for keywords |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Usually the first line of the Facebook post |
| Interaction Body | The full body of the Facebook post |
| Facebook Type | Check to see if this is or isn't a Post, Private Message or Comment |
| Facebook Page | Check against a specific Facebook Page you have added to Desk |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Checks the Subject of that interaction |
| Interaction Body | Checks the message body regardless of channel |
| Email Headers | Checks the email header of the inbound interaction |
| Email From | Checks the email sender |
| Email To | Checks the email To address |
| Email CC | Checks the CC field |
| Email Size (Bytes) | Checks the size of the email in bytes, does not include the attachment size |
| Email X-Mailer | Checks the contents of the X-Mailer section on the email header |
| Email Client | Checks which client the email was sent from. Includes options for Desk.com portal, widget, or API |
| Email Mailbox | Checks which of the Outbound Mailboxes that the email was sent through |
| Email Body | Checks the Email body |
| Hours Since Last Auto-Ack | Checks the hours since the last Auto-Acknowledgement was sent to that Customer |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Company Name | The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten. |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Chat
| Condition Name | Condition Description |
|---|---|
| Not Applicable on Chat Cases | N/A |
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Tweet body text is treated as the Interaction Subject |
| Interaction Body | Checks the body of the tweet for certain keywords |
| Tweet Type | Checks if this is or isn't a Direct Message, Mention or Search |
| Twitter User Follower Count | Checks how many Followers the person who is tweeting has |
| Twitter Account | Checks which account they are tweeting at from a list of ones added to your channels |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Tweet body text is treated as the Case Subject unless it's altered manually or by another Rule |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Q & A
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Checks the Question Subject for keywords |
| Interaction Body | Checks the body of the Question for certain keywords |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Phone
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Checks the Question Subject for keywords |
| Interaction Body | Checks the body for keywords |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Usually the first line of the Facebook post |
| Interaction Body | The full body of the Facebook post |
| Facebook Type | Check to see if this is or isn't a Post, Private Message or Comment |
| Facebook Page | Check against a specific Facebook Page you have added to Desk |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Triggers when a Case is set to Pending
| Condition Name | Condition Description |
|---|---|
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Company Name | The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten. |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Channel | Whether the channel is Facebook, Twitter, Email, Chat or Phone. |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Triggers when a Case is first made in Desk
| Condition Name | Condition Description |
|---|---|
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Company Name | The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten. |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Channel | Whether the channel is Facebook, Twitter, Email, Chat or Phone. |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Triggers when a Case is Opened
| Condition Name | Condition Description |
|---|---|
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Company Name | The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten. |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Channel | Whether the channel is Facebook, Twitter, Email, Chat or Phone. |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Triggers when a Case is Re-opened
| Condition Name | Condition Description |
|---|---|
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Company Name | The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten. |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Channel | Whether the channel is Facebook, Twitter, Email, Chat or Phone. |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
Triggers when a Case is Updated
| Condition Name | Condition Description |
|---|---|
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Company Name | The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten. |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Channel | Whether the channel is Facebook, Twitter, Email, Chat or Phone. |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language in which the Case is currently set |
| Case Root Language | The original language in which the Case was created. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
| Customer Satisfaction Score | The CSAT rating for the Case, if one is present. |
Triggers when a Case is set to Resolved
| Condition Name | Condition Description |
|---|---|
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Company Name | The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten. |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Channel | Whether the channel is Facebook, Twitter, Email, Chat or Phone. |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
| Customer Satisfaction Score | The CSAT rating for the Case, if one is present. |
Triggers when a Case is set to Closed
Important: Cases that moved into a Close Status can never be re-opened, or edited.
| Condition Name | Condition Description |
|---|---|
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Company Name | The Company that the Customer works for. This is pre-filled from their domain name by default, but can be manually overwritten. |
| Case Subject | Checks the Case Subject |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Channel | Whether the channel is Facebook, Twitter, Email, Chat or Phone. |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
| Customer Satisfaction Score | The CSAT rating for the Case, if one is present. |
Check Cases every 15 minutes
Important: Time Rules should alter the Cases they run on. This avoids them running in a loop, which disables the offending Time Rule. Read our handy guide on Using Time Rules.
| Condition Name | Condition Description |
|---|---|
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Channel | Whether the channel is Facebook, Twitter, Email, Chat or Phone. |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language that the Case is currently set to |
| Case Root Language | The original language that the Case was created in. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
| Hours since Updated | Amount of time in hours since the Case was last updated. |
| Hours since Interaction Received | Amount of time in hours since the Case was last received an interaction. |
| Hours since Case Status Changed | Amount of time in hours since a change of Case Status occurred. |
| Hours since New | Amount of time in hours since the Case was initially in the New status. |
| Hours since Open | Amount of time in hours since the Case was in a Open status. |
| Hours since Pending | Amount of time in hours since the Case was in a Pending status. |
| Hours since Resolved | Amount of time in hours since the Case was in a Resolved status. |
| Hours assigned to Agent | Amount of time in hours since the Case was last assigned to an Agent. |
| Customer Satisfaction Score | The CSAT rating for the Case, if one is present. |
Triggers when a Customer rates a Case
| Condition Name | Condition Description |
|---|---|
| Interaction Subject | Checks the Subject of that Interaction. |
| Interaction Body | Checks the message body regardless of channel |
| Customer Name | The name on the Customer's profile |
| Customer Default Email | The primary email address used to contact the Customer |
| Customer Email Addresses | A comma separated list of the Customer's email addresses on their profile |
| Customer Language | The language the Customer uses to communicate with you |
| Customer Root Language | Original language detected when the Case was logged |
| Case Subject | Tweet body text is treated as the Case Subject unless it's altered manually or by another Rule |
| Case Description | Checks the Case Description field |
| Case Labels | Checks for Labels on the Case |
| Case Priority | Checks the current Priority of the Case |
| Case Status | Checks the Status of the Case |
| Case Active Status | Check the active State of a Case (e.g., New, Available, Assigned, Active) |
| Case Channel | Whether the channel is Facebook, Twitter, Email, Chat or Phone. |
| Case Interaction Count | A message to or from the Customer is an interaction. This is a count of all the back and forth messages |
| Case Assigned Agent | Checks the who the assigned Agent is |
| Case Active Agent | Checks whoever currently has the Case Open, even when it isn't assigned to them |
| Case Assigned Group | Checks what Group is currently assigned |
| Case Language | The language that the Case is currently set to |
| Case Root Language | The original language that the Case was created in. This can be different from the Case language. |
| Case Note Count | Check the number of Notes on a Case |
| Case Label Count | Checks the number of Labels on a Case |
| Case Last Saved By | Checks who the last saved Agent is. A Case is "Saved" when they make an change and hit update. |
| Customer Satisfaction Score | The CSAT rating for the Case, if one is present. |
Checks on Case Custom Fields
| Condition Name | Condition Description |
|---|---|
| Case "Custom Field Name" | For each custom field, there will be a corresponding condition. These check the value of the custom field. |
Checks on Customer Custom Fields
| Condition Name | Condition Description |
|---|---|
| Customer "Custom Field Name" | For each custom field, there will be a corresponding condition. These check the value of the custom field. |
Checks on Company Custom Fields
| Condition Name | Condition Description |
|---|---|
| Company "Custom Field Name" | For each custom field, there will be a corresponding condition. These check the value of the custom field. |
Checks Fields selected in the Salesforce Widget
| Condition Name | Condition Description |
|---|---|
| Salesforce "Field Name" | When using the Salesforce integration, Salesforce fields can be selected to appear in rule conditions. These conditions will check the value of the field. (Note there is a 24 hour cache on the field values.) |
All Actions that Rules can Trigger
| Action Name | Action Description |
|---|---|
| Send Email Acknowledgement | This sends an Auto-Acknowledgement to the Customers email address. |
| Set Email Reply Theme | Lets you choose which Reply Theme you'd like to use. |
| Set Email SMTP Server | Set the outbound mail server that your email will be sent from. |
| Erase Inbound Attachments | Deletes all Inbound Attachments. |
| Hide Inbound Interaction | Hides the Inbound Interaction. This will show the interaction as hidden in the agent screen, equivalent to hitting the hide button/link on the interaction. |
| Set Customer Name | Sets the name of the Customer. |
| Set Customer Language | Sets the name of the Customer. |
| Set Case Description | Allows you to fill in the Description field. |
| Set Case Labels | Sets the Case Labels. This overrides the current Labels on the Case. |
| Append Case Labels | Appends a Label to a Case. This keeps Labels in tact if they are already on the Case. |
| Remove Case Labels | Removes Labels specified. |
| Set Case Priority | Sets the Priority of the Case. |
| Increment Case Priority | Increases the Priority by 1. |
| Decrement Case Priority | Decreases the Priority by 1. |
| Set Case Status | Sets the Status of the Case. |
| Delete Case | Deletes all interactions in the Case. |
| Set Case Assigned Agent | Assigns the Case to an Agent. |
| Set Case Assigned Group | Assigns the Case to a Group. |
| Append Article | Appends an Article you choose from your Support Center. |
| Set Case Language | Sets the Language of the Case |
| Add Case Note | Adds a Note inline with the Case Interactions |
| Send Case Closed Email | Sends a Notification Email to the Customer using a Closed Case Theme |
| Log Site Info | Adds an Info Log to your System Log. |
| Log Site Warning | Adds a Warning Log to your System Log. |
| Send Notification Email | Sends a Notification Email to Assigned Agent, Group, or Admins. |
| Execute Webhook | Runs a script you have setup under Apps. |
| Trigger an App Action | Runs an action that has been added by an App you integrate with (eg. Slack). |
| Stop Processing | Stops all Rules AFTER this Rules from running. |
| Set Case "Custom Field Name" | This will set the Case Custom Field when the Rule Runs. |
| Set Customer "Custom Field Name" | This will set the Customer Custom Field when the Rule Runs. |
| Set Company "Custom Field Name" | This will set the Company Custom Field when the Rule Runs. |
All Operators that Conditions can use
| Operator Name | Operator Description |
|---|---|
| IS | Used when matching exact Conditions. Example: Case Status Is New Important Note: Don't use this when checking for email addresses in the To, CC, From fields etc. As it will never match exactly. Use Contains instead. |
| IS NOT | Used when matching exact Conditions. Example: Case Priority Is Not 10 Important Note: Don't use this when checking for email addresses in the To, CC, From fields etc. As it will never match exactly. Use Does Not Contain instead. |
| CONTAINS | Used when matching something which is a contained within what you're checking against. Example: Case Subject Contains Bluth Example: Email To Contains george@bluth.com |
| DOES NOT CONTAIN | Used when matching something which is not contained within what you're checking against. Example: Interaction Body Does Not Contain Tobias |
| LESS THAN | Used to check on if a Number or Status is less than another number or Status. Example: Interaction Count Less Than 2 Important Note: Statuses start at New, which is classed as 0, so each Status above that has a higher value. |
| LESS THAN OR EQUAL | Used to check if a number or Status less than or equal to another number or Status. Example: Note Count Less Than or Equal 2 Important Note: Statuses start at New, which is classed as 0, so each Status above that has a higher value. |
| GREATER THAN | Used to check if a number or Status is greater than another number or Status. Example: Case Status Greater Than Pending Important Note: Statuses start at New, which is classed as 0, so each Status above that has a higher value. |
| GREATER THAN OR EQUAL | Used to check if a number or Status is greater than or equal to another number or Status.. Example: Case Status Greater Than or Equal Resolved Important Note: Statuses start at New, which is classed as 0, so each Status above that has a higher value. |
