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Use business rules to assign conversations to teams

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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Business rules allow you to create common automations that help your team work more effectively. This tutorial will walk you through an example of a basic business rule from our template gallery that will assign an inbound conversation to the appropriate team, based upon which email alias the message is addressed to.

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


In this article

Prerequisites

Before following this guide, you should create your teams.

We also recommend that you already be comfortable with the basics of business rules.

Create the business rule from the template gallery

The first step will be to create a new business rule:

  1. Go to Settings> Platform > Business Rules.
  2. Select Add Rule.
  3. The template gallery will appear. Select the template Assign based on receiving an email.

Customize building blocks

This brings up the template customizing interface, where you'll customize the building blocks that compose your rule. Business rules always consist of a trigger that meets a specific condition, which then performs an action.

To customize the business rule:

  1. The trigger for this template is already set to First Inbound Interaction, which runs events whenever a customer starts a new conversation with you. This can be left as-is.
  2. The conditions for this template have some starter suggestions you can customize. Conversation > Channel > Is Equal To > Email makes it so this rule only applies to email conversations. You can leave this as-is, though you might consider creating another rule from this template later for some of your other channels if this rule works out for you.
  3. In the conditions you'll also choose the team alias to filter for. This is pre-filled as @sales and @support, but you can add, change, or remove any aliases you'd like to apply in this filter. As an example, let's limit this to the @support alias by removing @sales.
  4. The action is where you'll define the teams this rule will assign emails to. Use the Conversation > Assigned Teams > Replace With > Select... drop-down menu to pick the team associated with the conditions you set in the previous step. Following this example where we've limited the conditions to the @support alias, we would select Support from the list of teams.
  5. Your business rule is almost ready to go! If you don't want the rule to take effect immediately, uncheck the Activate Business Rule box — otherwise, leave this checked to keep it active. Then select Use Template to save and activate the new template.

Your finished rule is now created and ready to use. If you didn't activate it earlier, you can use the Business Rules Settings to activate the business rule whenever you wish for it to take effect.