How to set up Rules

To access rules, go to Settings > Support > Rules.
​
​How to manage existing rules:
​

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.
​

Published = Rule is live and affecting tickets
Draft = Rule is not live and not affecting tickets
​
To edit an existing ticket, click on that row
​
To publish or delete existing rules, click the three dots next to a rule.
​

​How to create new rules:
​
To create new rules, click Create new rule in the top right of this view.
​
You are now in the rule editor imagine it as a flow where messages are dropped in the top and filter through the conditions.
​

​Types of triggers: You'll first want to select when you want the rule to trigger. There are four types of triggers;
​

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:
​

​Types of conditions: Next, you'll set a condition, which determines what actions are then taken.
​

Then to select the next step, click the "-" underneath either If it matches" or If it does not match.
​

​Types of actions

Saving a rule
Finally, to save and publish the rule you must give it a name;
​