You are able to set up rules for each category in the chat support system. These rules would trigger under certain conditions
You are able to perform the following operations by using rules automatically:
Bot checks all the existing rules to confirm that it can apply them. It means that multiple rules can be applied after a single message of a user
Click on "Support chats" in the site's heading to get to rules's settings or go to link
Click on "Settings" in the right part of your screen or go to link
If you want an employee to have permission for creating rules or editing existing Rules, the "Settings" option opposite to employee's name must be turned on
If this option does not turned on for you, please ask one of your colleagues who has such permission to turn it on for you or ask him or her to create a rule by your request
You can create a rule which would apply to all categories in the "Settings" block
Or you can open one of the categories and create a Rule inside of it so this rule would apply only if a chat belongs to this category
At the screenshot below you can see the following:
If EasyMerch is mentioned is Settings block as an initial category, the rules with these conditions would not trigger, because user's first message would come to EasyMerch
A text field appears under the "Message contains" condition after you choose it. Enter phrases that would trigger the rule without any gaps and separating them by semicolon
In this field you can enter Regular phrases. Find more about them here
AI is able to perform up to three different actions at the same moment. You can not assign identical actions in one rule
After you click on "Change priority", a window appears where you have to choose which priority would be applied to this chat: low, medium, high or extreme
After you click on "Change category", a window appears where you have to choose to which category this chat should be transferred
In the second window you can choose an operator, who would receive this chat
After you click on Reply, a field appears where you have to enter your message's text. It would be sent to the user. In this field you can insert Variables. Variables are formulas which pull certain information from the system and insert it in your message's text
You can see all of the possible Variables are listed in Rule's Settings
When you write a text for your message, you can click with left mouse button on a Variable so it would instantly insert in your message's text
This shows what a message using the rules in chat will look like
Here you can see an example of a message entered during rule's creation
You can see the Rule itself on this screenshot
What happens: an EasyMerch operator transferred chat to App category to operator William Griffin. The chat receives the New status and the rule triggers. The chat in transferred to operator Robin Brown. The chat's priority is changed from Low to Medium
To complete the rule creation process, enable the rule and click Add. Customise the time the rule is active if you want it to run during certain hours or days
During the working Time setup you can specify:
The rule's Switcher(on/off) and the button which adds the rule into rule's list are marked with 5 and 6 numbers at this image
When you select Time, a menu appears in which you must specify the start and end rule in 24-hour format. You can also specify a night time for the rule to work: for example, 20:00-8:00. Click "Do not apply" to make the rule work all the time
A calendar appears when you click on dates. When you choose a date for the first time it sets up like a Start date. When you choose a date for the second time it sets up as an Ending date. All the days between the chosen ones get into the sample.
When you tap UTC, a list of time zones appears for you to select. If you want to reset the time zone setting, scroll to the bottom of the list and select UTC
If you click on "Days of Week", a menu appears where you can tick the days of the week on which the rule will apply
Finalise the rule by enabling it and clicking Add. Then click Save at the bottom of the screen
No changes will be made without clicking Save