How to set up rules

This guide will assist in creating rules in Redo.

Video guide: https://www.loom.com/share/1527041826f74817af65a4088aecd0fa?sid=0488918b-6fbf-41be-b479-162f55569875
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To access rules, go to Settings > Support > Rules
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​How to manage existing rules:
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In Settings > Support > Rules there will be a table of existing rules, including their name, their creator, the date they were created, the date they were last edited, and their status.
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Published = Rule is live and affecting tickets
Draft = Rule is not live and not affecting tickets
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To edit an existing ticket, click on that row
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To publish or delete existing rules, click the three dots next to a rule.
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​How to create new rules:
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To create new rules, click "Create new rule" in the top right of this view.
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You are now in the rule editor imagine it as a flow where messages are dropped in the top and filter through the conditions.
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​Types of triggers: You'll first want to select when you want the rule to trigger. There are four types of triggers;
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1) New Customer message → Every customer message, regardless if it Is the first or third in a message thread, will trigger this
2) Merchant message → This will be triggered by every message from you, the merchant

3) Ticket created → Only triggers once on the very first message on a thread
4) Ticket converted to email → Specific to when live chats convert to emails

You can access this by clicking the box that says "New customer message.":
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​Types of conditions: Next, you'll set a condition, which determines what actions are then taken.
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Then to select the next step, click the "-" underneath either "If it matches" or "If it does not match."
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​Types of actions

Saving a rule
Finally, to save and publish the rul,e you must give it a name;
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Then click save, then click publish
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