Rules are effective in helping you ensure operational efficiency across your Gladly workflows, but it's also important to recognize limitations on what Rules can be used for. Review current operational limitations below.
FAQ
Rules can’t be used to prioritize one Channel over another
Rules can’t be used to prioritize one Channel over another. For example, you can’t create a Rule to always route an SMS message before a chat message.
Routing is always based on which message is the next due or has the most overdue SLA. See Routing Priority by Channel for information on how Gladly prioritizes Contacts from various Channels.
Rules does not act or apply on closed Conversations
Once a Conversation is closed, no automated actions set as Rule can be performed on it.
Rules does not execute ahead of routing phone calls
Rules that route inbound phone calls to a certain Inbox may not execute properly because phone calls can route ahead of any Rules. This only applies to phone calls but not voicemails.
Prioritize and route messages based on set business hours
All SLAs are determined based on calendar hours. For example, if your SMS SLA is set to 5 hours and a text comes at 10 PM when you are closed, the SMS will become overdue at 3 AM even if you are still closed. Still, you can set up SLA Business Hours to report on Contacts received within your normal operating hours.
Detect 'to' or 'from' addresses for messages that are not SMS, Email, or Phone
A Rule can only determine the "to" or "from" address based on email or phone number, not based on the Customer Profile. Therefore, you must configure this type of Rule with a specific email address or phone number, and it can only be applied to emails, SMS, or voice callers.