Engage Digital | Creating a rule that triggers based on an identity

Last updated on July 15, 2021
You can create a rule that takes a particular action based on the value of an identity tag. For example, you may want to boost the priority of an interaction tagged for a particular identity, such as adding a 5-point priority boost to a message if it is tagged VIP. For more information on using the rules engine, see Configuring rules.
  1. Navigate to Routing > Rules engine in the left-hand navigation bar.
  2. Click Add in the top right corner.
  3. Select the Update priority option from the Action menu.
  4. In the Priority boost field, enter a value for the priority boost.
  5. Select the Identity tag option from the Match type dropdown menu.
  6. Specify one or more Identity tags.
  7. Click Save.
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