Sample Rules Library
  • 09 Sep 2022
  • 3 Minutes To Read
  • PDF

Sample Rules Library

  • PDF

You can do many wonderful things with Rules, especially around automation. We have collected some examples to help you understand how you can use Rules to simplify your workflows and processes.

See What are Rules to learn more about how Rules work. You can create Rules by following this article. 

Note - Use discretion when creating Rules
The Rules on this page describe how Rules can be used in certain situations. These rules are not "rule of thumbs" or "best practices." How Rules are used is discretionary, and how it's implemented will depend on your business processes and practices.

Apply Topic based on email body

Automatically add a particular Topic to email Conversations if the email body contains a specific keyword. For example, apply. "Exchange" to an email Conversation if the email body has the word "exchange, wrong, return."

Reassign Conversation from an Agent when SLA is breached

Reassign Conversations from a specific Inbox to another Agent if the due date is "overdue."

Move old/overdue Conversations to a different Inbox

By default, Gladly will always route Conversations that are due the soonest. For example, between a new email in the queue and an existing overdue email, an Agent clicking "Next" will first receive the old email. You can consolidate old/overdue Conversations by automatically moving them to a specific Inbox, so newer Conversations are routed first.

You also can automatically close old Conversations and apply a Topic using the "Close Conversation" and "Add Topics" Rule Action.

Auto-reply for SMSs/text messages

Automatically send a reply for new SMS/text messages only. This can be a simple "we received your message, and we'll get back to you" reply. You must first configure a messaging Answer which contains the reply before setting up the Rule.

Auto-reply for email 

Automatically send a reply to new emails. This can be a simple "we received your message, and we'll get back to you" reply. You must first configure an email Answer which contains the reply before setting up the Rule.

Stop or block emails from specific Customers

You can automatically close new email Conversations from specific email accounts. This is commonly used to prevent spam emails or disruptive Customers from queuing and assigning to Agents. Use commas to separate multiple email addresses.

Stop or block SMS/text from specific Customers

You can automatically close text messages from specific numbers. This is commonly used to prevent spam or disruptive Customers from queuing and assigning to Agents. Use commas to separate multiple phone numbers.

Stop or block abusive/disruptive chats

There's currently no productized way to block abusive or disruptive chats by using their email address or other identifying attributes like their IP address. This is a feature that we are looking into implementing in the future. In the meantime, you can utilize Rules to reduce the chances of an abusive chat getting routed to an Agent.

  • Automatically close chat with specific phrases in the message body.
    • Note that the Customer will receive notification that their chat was closed and may contact back in again.
  • If you prefer not to automatically close abusive/disruptive chat requests, you can set up the Rule, so it routes to an unstaffed Inbox and doesn't get routed to an Agent.
    • Using this suggestion impacts your reporting and may falsely inflate the duration of your chats and the number of chats open.

Automatically create a Task

Automatically create and assign a Task to an Inbox or a specific Agent within the same Inbox. For example, when a Cancel topic is applied, automatically create a Task and assign it to an Inbox that handles order cancelations.

Detect language and assign to language-specific Inbox

Assign requests coming in a particular language (e.g., Spanish) to a language-specific Inbox. Curate words that are typically found in requests in languages you support and use Words Condition to detect and route the request to a language-specific Inbox.

You can also utilize RegEx but only do so if you're experienced using Regex.



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