Introduction

Automating the closure of conversations in Richpanel can significantly streamline your support team's workflow. By setting up an auto-close automation rule, you ensure that automated emails are closed timely, keeping your inbox organized and focusing your team's efforts on active issues. This guide will walk you through the process of setting up this automation rule.

Prerequisites

Steps to set up auto-close rule in Richpanel

Step 1: Access the Automation Rules Screen

1. Log in to your Richpanel account.
2. Navigate to the Settings > Automation > Automation Rules section from the main navigation. This area allows you to manage and create new automation rules.

Step 2: Create a New Automation Rule

1. Click on the Create Rule button within the Automation Rules section.
2. You will be prompted to name your rule. For clarity, consider naming it something related to its function, such as "Auto-Close Conversations".

Step 3: Set Up "When" Conditions

1. Under the "When" section, specify the trigger for the automation. Choose an event that aligns with the conversation's lifecycle, like a new conversation is received or a customer sends a new message.
2. This step ensures the rule is only considered for activation under specific circumstances.

Step 4: Define "If" Conditions

1. In the "If" section, you can further refine the rule by setting conditions. For instance, you can specify that the rule applies only if the message body contains certain keywords or if the conversation occurred through specific channels (e.g., email and live chat).
2. These conditions ensure the automation rule is triggered only when specific criteria are met, adding an additional layer of precision to when conversations are auto-closed.

Step 5: Configure "Action" to Auto Close the Conversation

1. Finally, in the "Actions" section, select "Close Conversation" as the desired action to be automated.
2. This action will automatically close the conversation if both the "When" and "If" conditions are satisfied.

Step 6: Save and Activate the Rule

1. Review your rule settings to ensure they match your intended criteria.
2. Save and Activate the rule to begin auto-closing conversations based on your specified conditions.

Conclusion

By following these steps, you can efficiently set up an auto-close automation rule in Richpanel, reducing manual workload and maintaining a cleaner, more organized inbox. This automation ensures that conversations are closed at the appropriate time, allowing your support team to concentrate on current customer inquiries.

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