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Setting the conditions

When you are creating an Automation Rule, the first thing you need to do is to set up the conditions.

Here’s how to set up conditions for a rule:

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

You can use multiple conditions together and decide whether Any or All of the conditions need to be satisfied for the actions to be performed.

You can set it from the dropdown as shown below.

When you click Add a condition, a list of various properties will appear which you can use in your conditions.

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.

3. 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.

For some properties, you have relevant values to select from. For others, you can use the available options. For example, when you want to set a condition based on the Order Created Date, you can manually put the numbers to set any kind of condition.

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.

Automate tasks – Tagging, Assigning, Prioritizing & Closing of conversations.

Send automated responses.

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