Engage Digital | Adding rules

Last updated on April 19, 2021
Adding rules using the Rules engine allows you to perform actions based on specific conditions in the Engage Digital. Learn more about rules in Engage Digital.
  1. Navigate to Routing > Rules engine in the left-hand navigation bar.
  2. Click Add in the upper right corner to add a new rule.
  3. Uncheck the Active box if you want to disable a rule or defer its activation. 
  4. Enter a name for the rule in the Label field.
  5. In the Only for channels field, you can leave All channels as the default, or you can specify which channels the rule applies to.
  6. In the Action field, select an action you’d like the rule to perform.
  7. Specify a condition that must occur for the rule to apply. Learn more about setting conditions for rules.
  8. Configure any additional fields depending on the action you select.
  9. Click Save in the bottom right corner.
Note: Use the Add icon to create additional rules. To delete a rule, click the Delete icon to the right of the category settings. 

Helpful hint!

You can track who last made changes to a rule by referring to the Modified column on the Rules engine page.

Rules engine settings

  • Active: Lets you enable a rule as soon as you create it. Enabled by default. Inactive rules are grayed out in the rules list.
  • Label: Lets you name a rule. A rule’s label appears in the audit log when the rule is used. For example: ‘Rule [label] updated the priority of an interaction on content [message].’
  • Only for Channels: Lets you apply a rule to one or more channels. If the rule applies to all channels, leave the field blank; otherwise, select one or more channels from the Only for Channels dropdown.
  • Action: Designates a conditional action for a rule. You can choose from the following actions:
    • Ignore content: Automatically ignores threads that contain new messages that match the specified conditions.
    • Categorize content: Automatically categorizes messages or cases according to the conditions selected in the Condition setting.
    • Categorize thread: Automatically categorizes a thread according to the conditions selected in the Condition setting.
    • Change language: Allows you to change the language of your content according to the conditions selected in the Condition setting.
    • Update priority: Lets you prioritize or deprioritize interactions in Routing mode.
    • Category weighted dispatch: Lets you use percentages to distribute content across different categories. For example, you can assign the Community Management category to 40% of cases and the Customer Care category to 60% of cases for a given channel.
  • Condition: Specifies how a rule will be triggered. By removing all conditions, you can apply a rule in all cases), or you can apply a rule only when one or more conditions are met.

Action settings

  • Categorize content and Categorize thread actions
    • Assign Categories: Specifies the categories into which a rule will place messages.
    • Recategorize: When checked, the rule will overwrite any existing categories.
  • Change language action
    • Language: Chooses the language of the content.
  • Update priority action
    • Priority boost: Specifies a boost value for an interaction. To specify a negative boost, you can enter a minus sign before the value.
  • Category weighted dispatch action
    • Category weights: Specifies a category and a weight percentage. You can add more categories by using the Add icon to the right of the percentage field.
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