The rules engine allows you to perform actions based on specific conditions in the platform. These actions may include the categorization of messages, ignoring of threads, and applying priority boosts to interactions. Rules apply only to imported messages, which may be customer messages or messages sent by an external tool.
For example, your business has a policy that resolving customer service outages that are communicated through email or Engage Messaging are a top priority. While a customer can notify you of a service outage through another channel, your enterprise customers have agreed to use only email or Engage Messaging when contacting you about resolving service outages.
You create a rule that specifies that when a message is received from an email or Engage Messaging channel, the rule engine checks the message by running a text search. If the text search finds an exact match to the word ‘outage,’ the rule triggers an action to categorize the message as Severity 1. This allows you to direct the message to a Tier-1 team trained on resolving outages.
When you create multiple rules that apply to the same channels, you will need to decide the order of how those rules should be applied. The rules that you configure in the rules engine are run in the same order as they appear in the list. You can access the rules engine by navigating to Routing > Rules engine in the left-hand navigation bar. To change the order of execution of rules, drag and drop them in the desired order.
By default, a rule is enabled for use when you create it. You can disable the rule at any time by editing it and unchecking the Active box in the Rules engine configuration page. When you disable a rule, it stops being applied to new imports and is grayed out in the rules list.
The rules you define in the rules engine override actions configured in the AI engine in Routing > AI engine.