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Explore the business rules template gallery

Last Update: Oct 2024 • Est. Read Time: 3 MIN
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Kustomer offers a gallery of preconfigured business rule templates to help you quickly set up automations for common workplace actions. Explore our gallery to discover many useful and powerful new ways you can automate common processes in Kustomer, including auto-replies, applying tags from keywords, filtering spam, and more.

You can use all of our templates as-is, or customize the template to best suit your needs. In this article, we'll show you how to find the template gallery and start adding new business rule automations to Kustomer.

Who can access this feature?
User typesAdmins can access the Business rules page.


In this article

Access the business rule templates gallery

You can access all of the available business rule templates from the business rules settings page:

  1. Go to Settings > Platform > Business Rules.
  2. Select Add Rule.
  3. Browse the gallery to find all available templates. You can use the Search bar to filter the list, or select one the Use Cases categories in the sidebar to explore automations for specific types of actions. Select a template to begin customizing a preconfigured rule — or, if you can't find a template that matches what you're looking for, use the Create From Scratch button to create a new blank rule.

Select and customize a template

After you find a template you're interested in, you can make any changes you desire to the template before activating it. Our template gallery comes with an assortment of rules to be used as-is or spark your imagination for how business rules might improve your team's efficiency.

As an example, let's say you work in a hospitality industry that doesn't deal with shipments of physical goods. As a tutorial, let's take the Tag email conversations about damaged items rule, and customize it with terms that match your company's needs, like cancellations and refunds.

  1. Browse the template gallery, and select a template you'd like to use. For this example, select Tag email conversations about damaged items.
  2. The Building Blocks editor will appear, where you'll be given a high-level overview of your new rule to customize.
  3. Business rules start with a Trigger. In this case, one is already defined — we'll leave this as First Inbound Interaction.
  4. Next, you'd set up the Conditions for your rule. We can customize this rule to be more relevant for cancellations and refunds by updating the Conditions and replacing them with terms that might pop up in your line of business, like CancellationRefund, and so on. Type a term, then press Enter/Return to lock it in, and repeat the process to add subsequent terms.
  5. A business rule ends with an Action that's performed when the conditions are met. To finish the rule, update the Set Actions section to append the desired tag to the conversation.
  6. Once you're satisfied with the rule so far, you can use the Use Template button to proceed. If you want this rule to start taking effect immediately, check the Activate Business Rule box in the description.
  7. You'll finish in the full traditional Business Rule editor. Before you finish, update the Name and Description to reflect what terms will be tagged by this rule, like emails about cancellations or refunds. This will make it easier for you and other admins on your team to remember what function this rule performs in the future.
  8. When you're satisfied with your customizations, remember to select Save Changes from the bottom toolbar.

The finished rule can now be activated whenever you wish for it to take effect. Business rules don't activate until you turn them on from the Business Rules Settings page, or by selecting the Activate Business Rule checkbox at the top of the screen when editing a rule.