---
title: "Set Up Rules"
slug: "set-up-rules"
description: "Setting up Rules is an important step in establishing your workflow in Gladly. Get examples of how support teams can set up and use Rules in Gladly."
updated: 2024-12-17T07:39:52Z
published: 2025-01-30T19:36:40Z
canonical: "help.gladly.com/set-up-rules"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Set Up Rules

## 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](https://help.gladly.com/implementation/docs/default-gladly-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

1. 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.
2. Fine-tune your Rules as needed via **Settings >** [**Rules**](https://help.gladly.com/docs/create-a-rule).
3. Gladly highly recommends keeping the reassignment and auto-reply Rules, but tweaking the auto-close and escalations Rules as needed for your business processes.