Engage Digital | Configuring rules

1. Navigate to Routing > Rules engine in the left-hand navigation bar.
2. Click Add on the upper right corner to add a new rule.
3. If you want to disable a rule or defer its activation, uncheck the Active box.
4. Enter a name for the rule in the Label field.
5. In the Only for channels field, leave the default All channels or specify which channels the rule applies to.
6. Select an action you’d like the rule to perform in the Action field.
7. Specify a condition that must occur for the rule to apply. Visit Setting conditions for rules article to learn more.
8. Configure any additional fields depending on the action you select.
9. Click Save in the bottom right-hand corner.

Configuring Rules engine settings

  • Active: Use this field to enable the rule as soon as it is created. By default, a rule is enabled as soon as it is created. Inactive rules are greyed out in the rules list.
  • Label: Use this field to name the rule. The label is displayed in the audit log when the rule is run. For example: ‘Rule [label] updated the priority of an interaction on content [message]’.
  • Only for Channels: Allows you to apply the created rule to one or more channels that you specify. If the rule applies to all channels, leave the field blank, otherwise select one or more channels from the Only for Channels dropdown list. This list includes all the channels that you have configured in the platform, organized by channel type.
  • Action: This field instructs the rule to perform an action you specify when its conditions are met. The following are the available actions you can choose from:
    • Ignore content: Automatically ignores threads containing new messages and matching the specified conditions.
    • Categorize content: Automatically categorizes the messages or cases corresponding to the conditions selected in the Condition setting.
    • Categorize thread: Automatically categorizes the thread corresponding to the conditions chosen in the Condition setting.
    • Change language: Allows you to change the language of the content according to the chosen condition.
    • Update priority: Allows you to set positive or negative boosts for for interactions in the Routing mode.
    • Category weighted dispatch: Allows you to distribute content in different categories using percentages. For example, you can choose to assign the Community Management category in 40% of cases and the Customer Care category in 60% of cases for private messages from a Facebook channel.
  • Condition: Specifies how the rule will be triggered. You may choose to always apply the rule (by removing any conditions), or you may apply the rule only when one or more conditions you specify are met.
If you’d like to create more than one rule, you can do this by using the Add icon. To delete a rule, click the Delete trash can icon to the right of the category settings.

Configuring action settings

  • Categorize content and Categorize thread actions
    • Assign Categories: Specifies the categories the rule will assign to messages.
    • Recategorize: When checked, the rule will overwrite any existing categories.
  • Change language action
    • Language: Chooses the final 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 weight percentage. You can add more categories by using the Add plus icon to the right of the percentage field.
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