Introduction
You can use the Automation rules in Richpanel to automate repetitive tasks & triage conversations.
Prerequisites
Access to a Richpanel account with permissions to manage automation rules.
Basic understanding of the workflows you wish to automate.
Step 1: Access Automation Rules
- Log into your Richpanel dashboard.
- Navigate to the Settings menu, which can be found on the dashboard or within the main navigation bar.
- Within Settings, look for the Automation section and click on it. This area is dedicated to setting up and managing your automation rules.
- Inside the Automation section, you will find the option for Automation Rules. Select this to begin creating or editing your automation rules.
Step 2: Set Up "When" Conditions
- Click on the Create New Rule button or select an existing rule to edit.
- Specify the "When" conditions for the rule. These conditions determine the triggering event for the automation rule, such as "When a new conversation is created".
- Use the interface to select or input the appropriate conditions for your rule.
Step 3: Define "If" Conditions
- After setting the "When" conditions, add "If" conditions to further specify when the rule should be applied. These conditions can refine the criteria, like "If the tag is 'Technical Support'".
- Choose the "If" conditions from the available options in the setup process.
Step 4: Configure Actions
- Decide on the actions that should be taken when the "When" and "If" conditions are met. Actions may include assigning the ticket to a specific team, tagging the ticket, or sending automated responses.
- Select the actions from the provided menu and configure any necessary details, such as the assignment group or message templates.
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