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Automating with Rules

Last Updated: Oct 14, 2013 01:17PM PDT

Rules are one of the most powerful features of They enable you to perform automated actions; set them up once rather than performing repeated actions over and over. Rules automates your workflow, freeing up your agents to focus on supporting your customers rather than managing the inbox.

On this page:

  1. How are rules created?
  2. Understanding rule types.
  3. Examples and advanced configuration

How are rules created?

Note: Access to rules requires at least “Workflow Manager” level permissions, but Administrator or Billing Administrator permissions are recommended for the most rule versatility.

To get started creating rules, go to your Admin area ( and click on Cases at the top. Then click on Rules from the left and choose your rule type. Then click on Add Rule.

Rules run in the order they’re displayed. To change that order, re-organize your rules by changing the order number and save or dragging the rules to a new position .

How to create a rule

You'll be able to add up to 25 different Rules for each type (e.g. 25 Inbound Interaction Rules, 25 Case Updated Rules, etc). Each Rule can have 10 conditions in total and 5 actions. If you find yourself hitting those limits we recommend looking at how you can consolidate your workflow. For example, if you have a Rule looking for a ticket status, rather than listing each status in separate ANY conditions, you can have 1 condition looking for equal or greater to "Pending" or less than or equal to "Open".

Understanding Rule Types

Rules are based on an event or some kind of action taking place in the Case. The magic of rules is understanding the different types of rules that you can create. offers 10 rule types that you can configure based on the type of interaction taking place:

  1. Inbound Interaction - These run when an interaction comes into It could be an email from a client, a tweet, a reply, etc.
  2. Outbound Interaction - These run when something is outgoing from, such as replying to a customer.
  3. Case Created - These run when a new case is created.
  4. Case Opened - These run when a case status changes from New to Opened.
  5. Case Reopened - These run when a case status is changed from "Pending" or "Resolved" to ‘Open’.
  6. Case Updated - These run whenever there is any update to the case.
  7. Case Pending - These run when a case status is changed to Pending.
  8. Case Resolved - These run when a case status is changed to Resolved.
  9. Case Closed - These run when a case status is changed to Closed.
  10. Time Rule - These run every 15 minutes and are based on time intervals. So, for example, you can have a case status change to Closed 3 days (72 hours) after it’s set to Resolved.

Examples and advanced configuration

Rules are one of the most powerful tools of To learn how to use rules even more effectively, read Advanced Rule Concepts.

To view an example of setting up a rule based on words contained in the subject and body of the email, read Identifying Keywords with Rules.

Example Rules