Once you have set up the conditions, you should define the tasks which the rule will perform.
Here are the conversation tasks you can set the rules to perform.
Assigning to a team/user
Trashing a conversation
Closing a conversation
You can set one or more tasks to be performed together in one rule.
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.
2. 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.
You can also add a tag if it’s not already there in the list. Once you type in the tag in the text field, you will get an option to add it to your tag list and then select it.
3. 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. You can set the priority as ‘High’ from the option as shown below.
4. 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.
5. 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.
Along with the tasks discussed here, you can also set automated replies for common customer queries.