Search and Filter Rules

The Rules list page includes a search bar and filter controls that help you find Rules quickly. Not only does it match the name of the Rule, but it also matches the contents of a Rule so you can find Rules by what they do.

Search Rules

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Orchestration category, click Rules. The Rules page will list all the Rules that have been created active or not.

The search bar is located at the top of the Rules list. As you type, the list filters in real time and the Active/Inactive tab counts update to reflect matching results.

Search matches against:

• Rule name

• String-matcher values – Text in message body, subject, sender, or recipient conditions; chat URL conditions; custom attribute values, including negated "does not match" matchers

• Custom attribute names

• Channel names – For example, typing fb messenger or facebook finds Rules with a Facebook Messenger Channel Condition

• Referenced entity names – Topics, Inboxes, Agents, business hours, and Chat Campaigns that the Rule references in its Conditions or Actions

• Action content – Task notes, route-to-agent and route-to-inbox targets, and Topics added by an Action

Search is multi-term AND: each word or phrase you enter must appear somewhere in the Rule's content. All matching is case-insensitive.

Examples:

• Typing VIP Inbox finds any Rule that routes to an inbox named "VIP Inbox."

• Typing refund finds any Rule with a message-body condition containing "refund."

• Typing order cancellation finds Rules that match both terms somewhere in their conditions or actions.

Filter Rules by type

Three multi-select drop-down appear alongside the search bar:

• Trigger

• Condition

• Action.

Use these to narrow the list by the type of Trigger, Condition, or Action a Rule uses.

How the filters work:

• Selecting multiple options within a single dropdown returns Rules that match any of those options (OR logic within a group).

• Selections across different dropdowns are combined with AND logic: a Rule must satisfy all active filter groups to appear.

• Active/Inactive tab counts update in real time as you adjust filters.

Examples:

• Setting Condition to "Message Body" and Action to "Apply Topic" shows only Rules that check message content and then apply a Topic.

• Setting Trigger to "Incoming Communication" narrows the list to Rules that fire on incoming messages, calls, or emails.

Filter coverage

The Condition filter lists the standard condition types available in the Rule editor. Some dynamically supported Condition types, such as Custom Attribute, Business Hours, Chat Campaign, Chat URL, and Skill, are not selectable as filter options. Rules that use these condition types are still findable via content search.

What is not included in search

A few items are not indexed in the search text:

• Answer names in "Send Reply" Actions: Answers are not loaded on the Rules list page, so their names are not searchable from here. To find Rules referencing a specific answer, open the Rule editor directly.

• Skill names in queue-Rule Conditions: Skills are also not loaded on this page and are not searchable as content. Rules using Skill Conditions are still filterable if you select the relevant condition type from the Condition filter, if available.

Combine search and filters

Search and filters work together. You can enter a search term and apply one or more filters simultaneously. The list narrows to Rules that satisfy all active inputs.

Tips

• If you're not sure what a Rule is named, try searching for something the Rule does, such as an inbox it routes to, a phrase it matches, or a Topic it applies.

• Use the Trigger filter to quickly scope the list to a specific channel type, then refine from there with a search term.

• Clearing the search bar and resetting all filter dropdowns returns the full list.