Frequently Used Automation Rules

Here are some of the most commonly used automation rules to boost customer support operations.

How the system selects what rules to execute

• Whenever a customer sends a message or starts a conversation, the system checks for matching rules.
• The system groups these matching rules by what they do:
• Rules that add tags
• Rules that close conversations
• Rules that send automatic replies
• How the system applies these rules:
• For adding tags: All matching tag rules run, so multiple tags can be added at once.
• For closing conversations: Only the first matching rule runs. The rule at the top of your list runs first. Make sure to put your most important rules at the top so they run before less important ones.
• For automatic replies: Only the first matching rule runs. The rule at the top of your list runs first. Make sure to put your most important rules at the top so they run before less important ones.

Rule 1: Auto-Assignment Based on New Conversation

Automatically assign new conversations to the appropriate agent or team based on predefined criteria.

Rule 2: Auto-Tagging Based on Customer Message

Automatically tag conversations based on specific keywords in the customer’s message, helping to categorize and prioritize inquiries for faster resolution.

Rule 3: Auto-Close / Trash Conversations

Automatically close or move conversations to trash after a period of inactivity or by filtering spam, ensuring the conversation queue stays organized and clear of unresolved or irrelevant cases.

Rule 4: High-Value Customer Escalation

Automatically escalate conversations from high-value customers to senior support teams based on criteria such as purchase history or VIP status, ensuring priority handling and faster resolution.

Rule 5: Follow-Up Survey After Conversation Close

Send a follow-up survey to customers after a conversation is closed, gathering feedback to assess satisfaction and improve support quality.

Rule 6: Action Post Low CSAT Survey

Trigger actions when a low CSAT score is received, such as notifying the support manager, escalating the case, or offering a compensation or discount to address customer dissatisfaction.

Rule 7 : Auto Reply During Non-Business Hours

Send an out-of-office reply during non-business hours, informing customers that their inquiry has been received and will be addressed once business hours resume.

Rule 8 : Response after picture

 (this is when a customer sends in a photo of their damaged goods)

Send a tailored response when a customer uploads a photo of damaged goods, acknowledging the issue and initiating the next steps, such as offering a replacement, refund, or further assistance.

Rule 9 : Routing Based on Channel

Route conversations to the appropriate team or agent based on the communication channel used, such as email, live chat, or social media, ensuring the most suitable handling of each inquiry.

Rule 10 : Auto - Reply as per Order Status

Send a tailored reply based on the customer's order status, such as confirmation, shipping updates, or delivery issues, ensuring timely and relevant communication.

Once you have selected the secondary conversation, select other options like Channel, Status and Assignee. Confirm the action. The system may ask for confirmation to ensure the correct conversations are being merged.

Conclusion

By implementing these automation rules, you can streamline your support processes, respond faster, and provide a more seamless and satisfying experience for your customers.

On this page

• Frequently Used Automation Rules
• How the system selects what rules to execute
• Rule 1: Auto-Assignment Based on New Conversation
• Rule 2: Auto-Tagging Based on Customer Message
• Rule 3: Auto-Close / Trash Conversations
• Rule 4: High-Value Customer Escalation
• Rule 5: Follow-Up Survey After Conversation Close
• Rule 6: Action Post Low CSAT Survey
• Rule 7 : Auto Reply During Non-Business Hours
• Rule 8 : Response after picture
• Rule 9 : Routing Based on Channel
• Rule 10 : Auto - Reply as per Order Status
• Conclusion