Setting up Automation Rules

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Setting up Automation Rules

Automation Rules can help save your team time. You can use Rules to send automated responses to common customer queries like “where is my order” or “how do I return an item”. Automation rules also help you automate redundant tasks like assigning conversations to agents, adding tags/priority, closing conversations or even notifying external targets. Here’s how it works.

Step 1: Select the trigger using “When”. There are multiple events to choose from:

A customer starts a new conversation:

If a customer starts a brand new conversation, a rule based on this event will trigger. This includes:

New Chat conversation (chat, email, Facebook, Instagram, WhatsApp)

New conversation created from self service 

This rule does not consider messages sent in the conversation by the bots, which includes:

  • Sharing your reply time
  • Routing existing customers to support
  • Asking for contact details or getting more information in contact form
  • Getting context about issues up front.

 

A conversation is closed

This event will trigger a closed conversation. Any conversation closed by Customer, or by Agent.

A tag is added/removed

One selecting this trigger, the rule will be executed every time the tag is added or removed. TIP: This can be used to execute more than one rule based on the response received from the customer. 

A customer replies to an existing conversation:

If a customer replies to an existing conversation, a rule will be triggered based on this new message sent by the customer.

 

Step 2: Setting the conditions using “If”

To add a condition, click on the + Add condition button as shown below.

When you click Add a condition, a list of various properties will appear which you can use in your conditions. You can set it from the dropdown as shown.

 There are mainly two types of properties:

Conversation properties like the Message content, Email subject line, Channel from which the message came etc.

Customer properties like City, CLV, Last order status, Order creation date, No. of orders and a lot more.

Once you select the property, you need to set a value. For example, if you want to set up an automation to assign the tickets coming from Email to a specific user/team, you first need to select the property ‘Channel’ and then set its value as ‘Email’ from the available options in the dropdown list.

Now let’s take a look at an example of how you can use a combination of conditions to create various types of automation.

Say you want to set up an auto-response for the cancellation requests for which the order has already been shipped. Then you can check two things:

  • The message contains the keyword “cancel”.
  • Tracking URL for the last order is present (if you are using the tracking URL to fulfill an order).

 

Here’s how it looks like:

 

Use as many conditions as you need to create a rule.

Once you set up the conditions, the next step is to define the tasks which the rule will perform once the conditions are met.

Step 3: Actions using “Then” 

Once you have set up the conditions, you should define the actions which the rule will perform.

Here are the conversation actions you can set the rules to perform.

  • Assigning to a team/user
  • Adding tags
  • Setting priorities
  • Trashing a conversation
  • Closing a conversation
  • Sending automated replies
  • Notify external targets

  1. Assigning conversations

 

You can set the rule to assign a conversation to a user/team when the conditions are fulfilled.

Click on the dropdown and select the team/user you want to assign to. That’s it.

  

  1. Adding Tags

 

It’s a good idea to tag your conversations to be able to easily sort them in future. You can set the automation to add tags to a conversation based on the conditions.

Click on the Add tags dropdown list to browse the available tags to select from.

  1. Setting priorities

 

Sometimes, you may like the rule to set priorities of a customer query so that you know which one to take care of first and which conversation to be assigned first by workload management. You can set the priority as ‘High’ from the option as shown below.

  1. Trashing a conversation

 

If you want to automatically trash a conversation to keep your inbox clean, you can do that as well. A good use case of this feature is that you can trash all the marketing/irrelevant emails coming to the Richpanel inbox by checking for keywords in the Subject line or From email.

  1. Closing a conversation

 

When a support request is resolved, you should Close it so that you can focus on the conversations which still need to be taken care of. You can build automation rules to do exactly that. For example, you can create a rule to automatically close a conversation when you have also set an auto-response which should resolve the customer’s issue.

You can set one or more tasks to be performed together in one rule.

  1. Sending automated replies

 

With automation rules, you can also send automated replies to resolve common customer queries instantly without human interaction!

For example, you may want to provide shipping information automatically when customers request shipping updates. You can just check for the common keywords in the message to understand the user’s intent and then set an automated response with the shipping details.

Here’s how to set up automated responses:

  1. Once you set the conditions, turn on the Add reply option.

  1. After you turn the automated reply on for a rule, you need to draft the response which you can save. Now, the real power of automated reply lies in using the User properties and Power replies in the response.

You can use the properties to personalize the response and include all the relevant information like order details.

Here’s an example of an automated reply for an order status query.

You can also add a private note from the Add Private Note option.

 

  1. Notify external targets

 

Using automation rules, you can notify external targets every time a conversation is updated. These targets can include external applications like Jira, Slack, StellaConnect etc.

To create a new HTTP target, go to Integrations and Browse All Integration and then you can use rules to notify the target action.

You can learn more about Creating a HTTP Targets

Important points to note:

  1. Make sure that there is an exit condition for every rule to avoid running a conversation infinitely. For example: if trigger “A customer replies to an existing conversation” is added along with action “Send reply”, make sure to add a condition which stop this rule from triggering more than once
  2. A rule can be executed multiple times in a conversation
  3. Title of the self service scenario using which the customer has reached out is considered as the first message in the conversation.

 

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