Cutom Rules Blogpost

custom_rules.md

Feature: Custom Rules

We at Let's Talk want our users to get the most out of our product. So to help you help your customers we have introduced to our platform a new feature: custom rules. These rules assign conversations to operators according to your needs.

How it works

Admins can define custom rules which define how conversations are assigned to operators. Lets look at an example.

Click on your profile icon on the top right corner and select the third option ('Custom rules'). This will take you to a menu listing all your rules: The rules are ordered by priority. The top rule will be applied first. If it matches and the stop option is ticked, then no other rules will be executed. If it is not matched or the stop option is un-ticked, then the next rule will be evaluated. The screenshots in this example show the rules of a Spanish company and are thus partly in Spanish. The first rule says: "If empresa [company] equals lemontech assign to Ventas [sales]". Note that the active and stop boxes are ticked. Thus, this rule assigns all conversations from the company called lemontech to the sales department. No other assignations are performed if this rule is met.

Now lets add another rule. Click on the 'Add new rule' button on the top left to open the menu to add rules. The rule below states that:

• If the empresa [company] is in the list: lemontech, letstalk OR
• the nivel [level] of the conversation is VIP THEN
• the conversation is assigned to the soporte [support] group AND
• the auto-reply message to the customer is "Nice to see you again! We will be with you shortly" AND
• the execution of rules will stop if this rule is applied

The new rule appears at the bottom of the list of rules and is not active. You can reorder the rules by dragging them to the desired location and activating them ticking the respective box. The rules which are affected by the reordering are highlighted in yellow and newly activated rules in green (see below). To save changes to rules and apply them, click the 'Save changes' button at the top right corner. Next to it, there is the 'Discard changes' button, which reverts changes to rules. You can delete rules by clicking the red cross at the end of each rule.