Run a business rule when a conversation attribute changes
Last Update: Oct 2024 • Est. Read Time: 2 MINWith business rules, you can create simple automations for common tasks, such as applying tags to conversations. You can use business rules to trigger an action that occurs when a conversation attribute is changed.
You can now use business rules to automate more specific tasks, such as:
- Send a message to the customer if their shipment delivery date changed to a later date than the original estimate.
- Add a note if the conversation's sub-status is changed and you are waiting for a customer to reply.
- Assign the conversation to a customer experience team if the customer's satisfaction score changes from a 1 to a 5.
Who can access this feature? | |
User types | Admins can access the Business Rules page. |
For this example, we will create a business rule that sends an email to a customer once their conversation is assigned to a user who handles escalated issues.
To create a business rule that runs on an attribute change:
- Go to Settings and select Platform > Business Rules.
- Select Add Rule.
- Fill out the Name and Description of this rule. We always recommend as a best practice that you use clear and illustrative names and descriptions, so that it's easy to know what function this rule performs if another member of your team reviews this rule at a later date.
- Select the trigger that will cause the business rule to run from the drop-down menu. Our example will trigger the business rule when a conversation is assigned, so we will select Assigned.
- Then, select the condition that this rule will target. For our example rule, we want the rule to run when a conversation is assigned to John Smith, who specifically deals with escalated issues.
Note: The Changed From operator is only available for the Conversation object.
- Set the action you want to occur when the rule runs by selecting Select Action Type. In this example, since we want to send an email, we'll select Send Message from the popup.
Note: The Send Message option is not available if your trigger is set to All Updates.
- Select Add Action, and then select Email from the Channel drop-down menu.
- Enter the information for your email. Check the Reply to all boxes as desired to control which recipients receive the auto-response.
- Select Save Changes.
Now, whenever a conversation is assigned to a specific member in your Escalation Team (in this case John Smith), the selected recipients will receive an email notifying them that their issue has been assigned.