Create a business rule

Last Update: Sep 2024 • Est. Read Time: 3 MIN
To check plan availability, see the pricing page.

Business rules are an easy-to-use method to manage common automations and modify actions automatically when conversations are created or updated. With Business Rules, you can automatically add or remove tags from a conversation, assign an agent to a specific conversation, filter and close spam messages, close send auto-replies, and so much more.

Who can access this feature?
User typesAdmins can create business rules.


In this article:

Business rules limits

Business rules help you manage common automations and allow you to trigger changes based on company, customer, conversation, and message attributes. The plan limits are:

Plan
Limit
Professional (legacy plan)25
Business (legacy plan)50
Enterprise100
Ultimate
200


Create a business rule

Business rules are triggered when a conversation is updated. 

To create a business rule:

  1. Go to Settings > Platform > Business Rules.
  2. Select Add Rule.
  3. Fill out the Name and Description of this rule. We always recommend that you use clear and illustrative names and descriptions as a best practice 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.
  4. Select the trigger that will cause the business rule to run from the drop-down menu.
  5. Next, determine the business rule criteria it must meet using the Match all of the following or Match any of the following fields. For example, you can set up a condition so that the business rule will run if the conversation is a chat and customer loyalty is great.
  6. Then, define the action the business rule will take once it meets the criteria. You can update data in an object, send a message, or both. In this example, once the above criteria are met, the assigned team for that conversation will be changed to the VIP Chat Team.
  7. Select Save Changes.

You can also send an email, SMS, or note once a conversation triggers a business rule. For more information, see Conditions and actions in business rules.

Activate a business rule

Once you have added the criteria needed for a business rule to run and the action it will take if it meets that criteria, you have to activate the rule for it to take effect. There are two places where you can activate the rule:

  1. Turn on the toggle on the Business Rules Settings page.
  2. While editing the rule, select the Activate Business Rule checkbox, then select Save Changes.

Whichever method you use to activate the rule, the status of the toggle and checkbox will automatically stay in sync. Turning a business rule on or off via its toggle will simultaneously check or clear the checkbox on its edit page and vice versa.

Change the order of business rules

The order of your rules will impact how and which actions are run. Each rule can be affected by another rule in the list. In some instances, you may want one rule to run before another, so you'll want to reflect that in your sort order. 

Note: Business rules are all run from the beginning after each change.

You can change the order of your business rules using the numbered drop-down menu.

View the audit log for a business rule

You can view the audit log for a specific business rule by going to More Optionsand selecting View Audit Log.

Hovering over the Before and After columns will reveal more details about what was changed in the criteria or action.


Duplicate a business rule

You can duplicate an existing business rule by going to More Optionsand selecting Duplicate. After you select this option, the edit page opens and you can customize any of the original criteria. Once you are done making changes, select Save Changes.

Note: The duplicated rule is turned off by default. You can activate it by turning on the toggle from the Business Rules settings page or using the Activate Business Rule checkbox on the edit page.