R - Advanced Rule Concepts

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Rules allow you to perform automatic actions on cases as they arrive from customers, as they're updated by your agents, or perform actions on a regular, timed basis. They're easy to configure and are highly customizable and powerful.

Viewing which rules have been used

If you'd like to know how and when certain rules have been applied to a particular case, go to the case view and view the case timeline. The system actions and rule actions will be listed for that case.

In this example, the default view shows no business rules have been applied:

After a rule runs, the system records this action.

Our example rule changed the assigned group and appended a label. Your rules may be much more complicated or just as simple as this one.

Rule Concepts

Please take note of the following concepts that will help you ensure that you can set up your business rules to match the logical rules of your organization:

Rules are executed in the order they appear in the rule list.  In this example, the first rule sets all incoming Twitter replies to a priority of 1 if the Twitter account has a certain number of followers.  In the next rule, if a customer replies to an email their case is automatically re-opened for the agent. 

You can change the order of rule execution by dragging and dropping the rules into their desired order. From the Rules listing page, click the name of the event in the grey header bars (New Interaction, Case Closed, etc.). To the right of each rule is a graphic that signifies drag and drop:

  • Rolling your cursor over this graphic changes it to a "cross-hair cursor". When in this state, you can drag and drop the rules into their desired order.  
  • Changes are automatically saved back to the server and will immediately go into effect.  

The rule action "Stop Processing" can be used to stop more rules from running on a case. In this simple example, the rule will set emails 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 be executed and other rules beneath it will be ignored.

Rules can be created to match "ALL" conditions, "ANY" conditions or a combination of both. In this example, the rule will check for emails whose subjects contain the words "jobs", "career" or "resume".  If found, the email will be routed to our agent Dan.  

When viewed in the rules listing, the English version clearly describes what this rule was designed to do: 

Rules actions that have a freeform text box can be configured to use variables and Liquid syntax. See the article on Integrations URLs for a list of variables and sample syntax. In this simple example, a log entry will be created every time a new case is created:

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