Automating with Rules

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Rules allow you to perform automated actions by configuring them once rather than performing repeated actions again and again. Rules automate your workflow, freeing up agents to avoid repetitive tasks.


Access to rules requires at least "Workflow Manager" level permissions, but Administrator or Billing Administrator permissions are recommended for the most versatility.

Creating Rules

You can create rules at Admin > CasesRules. 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 .

You can 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".Case status’ go in the following order: New, Open, Pending, Resolved.

Rules allow "All" conditions, "Any" conditions and a combination of both. Rule actions that have a text box (i.e., not a drop-down, e.g., "Set Customer Name") allow variables and Liquid syntax.

All conditions (AND): All listed conditions must apply to the case in order for the rule to execute on that case.

Any conditions (OR): The rule will run on a case if at least one of these conditions is met.

Rule Types

Rules are based on an event or 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 inbound into on a new or existing case from a customer. It could be an email from a client, a tweet, a reply, etc.
  2. Case Created - These run at the exact moment of case creation when a new case is created. It may be difficult to differentiate when to use a case created rule vs. an inbound interaction rule on a new case. As a rule of thumb, if you want some action to take place at the exact moment of creation on every case, then use case created rules. If you wanted to have some action taken after the exact moment if creation, use inbound interaction rules.
  3. Outbound Interaction - These run when an interaction is sent out of, such as sending an email reply to a customer.
  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. These run after inbound interaction rules.
  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.
  11. CSat Submitted Rule - These run when a Customer Satisfaction score is applied to a case

Rule Conditions

For a full list of rule conditions and what these achieve please see our helpful guide: 
Definitive Guide to Rule Conditions.

Case Timeline

View the case timeline to view when rules have been applied. System actions and rule actions will be listed for each case.

Stop Processing

The rule action "Stop Processing" can be used to stop more rules from running on a case. For example, a rule with "Stop Processing" can set email cases to a priority of 3 and not execute any of the additional rules beneath it; if the condition of this rule is met, its actions will execute and other rules beneath it are ignored.

Sample Rules comes with some pre-populated rules. Here are some examples of these rules and what they do.

Re-open Pending and Resolved Cases

This Inbound Interaction Rule looks at cases as they come into Desk. If the rule locates a case that is either in Pending or Resolved status, this rule sets the case status back to Open.

Assigned to Group

If a case interaction comes in and the Assigned Group is set to unassigned, this rule will auto update the assigned group to the General group.

Case Interaction Notification

This Inbound Interaction rule contains only a rule action which is to notify agents when a new interaction comes in on a case. 

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