Background
Gladly's Rules are mighty and can allow you to perform a variety of automated actions on Conversations to serve customers better and more efficiently. Examples include:
Auto-assigning messages breaching SLA to an Escalations Inbox if the assigned Agent is currently offline.
Auto-closing emails with spam keywords in the subject line.
Auto-closing abandoned phone calls.
Auto-adding a topic to any SMS-es containing specific keywords.
Auto-assigning emails containing the word "supervisor" in the body into an Escalations Inbox.
For default rule settings your Gladly instance comes with, you can visit see default settings.
Goals
Set up routing Rules to assign issues to the right set of Agents (Inbox) and gain efficiency.
Set up reassignment Rules to gracefully handle SLA breaches.
Set up auto-close Rules for Conversations you don't want the team to manage to keep Agents focused on productive Conversations.
Set up auto-reply Rules, if desired, for SMS and Email to keep customers in the loop on support processes.
Set up automated content dispositioning Rules to allow for Agent efficiency when handling Conversations.
Estimated Effort
As little as 45 minutes for simple setups.
Step-by-Step Tutorial & Best Practices
Attend the workflow co-design session with your implementation team. This is a 45-minute workshop where we go over best practices with you. For more complex implementations, your organization may set up weekly check-ins with you over 3 - 4 weeks to finalize the Rules structure.
Fine-tune your Rules as needed via Settings > Rules.
Gladly highly recommends keeping the reassignment and auto-reply Rules, but tweaking the auto-close and escalations Rules as needed for your business processes.