Event Based Automation Rules

The event based rules are executed automatically upon detecting the occurence of an event.

Figure: Automation Rule Tab

Create an Event Based Rule

Perform the following steps to create an event-based rule.

1. Click "New Rule" to create a new rule. The following fields are displayed in the blank area.

   

   Figure: Add an Event Based Rule

2. Provide a name for the new rule.
3. Provide a description for the rule.
4. Select a process in which the rule will be applicable.
5. After selecting, the process, you have to select the campaign in which the rule will be applicable.
6. Events: Select any of the following events for which you want to create this rule.
   • New Ticket Created: This event is generated when a new ticket is created in Ameyo through email, call, manual, or any API.
   • New Lite Ticket Created: This event is generated whenever an update to lite ticket is detected such as escalation is changed, priority is changed, status is changed, new message is received, subject is changed, and others.
   • Ticket Updated: This event is generated whenever an update to a ticket is detected such as escalation is changed, priority is changed, status is changed, new message is received, subject is changed, and others. Selecting it shows an adjacent drop-down menu containing the following options.

     

     Figure: Ticket Updated Event

   • Ticket Transferred To Agent: This event is generated whenever a ticket is transferred from Supervisor to Agent (vice versa) or Agent to Agent and auto-assigned to agent in queue. Selecting it shows two adjacent drop-down menus that lets you select the ticket assignor and ticket assignee.

     

     Figure: Ticket Transferred to Agent Event

   • Priority Changed: This event is generated whenever the priority of any ticket is changed to "Low", "Medium", and "High". Selecting it shows the two adjacent drop-down menus that lets you select the previous and current priority value.

     

     Figure: Priority Changed Event

   • Private Note Added: This event is generated whenever a private note is added to the ticket.
   • Public Note Added: This event is generated whenever a public note is added to the ticket.
   • Message Sent: This event is generated whenever a message is sent out as reply from ticket.
   • Ticket Status Changed: This event is generated whenever the status of a ticket is changed. Selecting it shows the two adjacent drop-down menus that lets you select the previous and current ticket status.

     

     Figure: Ticket Status Changed Event

   • Heat Value Changed: This event is generated whenever the Heat value is changed, greater than or less than a defined value. Selecting it shows a drop-down menu (to select a sub-condition) and a text field to provide user defined value.

     

     Figure: Heat Value Changed Event

   • Mail Sending Failed: This event is generated whenever the mail sending is failed due to the failure of Exchange Server or internal mail service.
   • Custom Field Updated: This event is generated whenever a custom field is updated or changed. Selecting it shows an adjacent drop-down menu.

     

     Figure: Custom Field Changed Event

   • Ticket Escalated: This event is generated whenever a ticket is escalated.
   • Ticket Deescalate: This event is generated whenever a ticket is de-escalated.
   • Ticket Picked Manually: This event is generated whenever a ticket is picked manually.
   • Resolve SLA Breached: This event is generated whenever the SLA (Service Level Agreement) of resolving a ticket is breached.
   • First Assign SLA Breached: This event is generated whenever the very first assigned SLA (Service Level Agreement) of a ticket is breached.
   • First Response SLA Breached: This event is generated whenever the very first response SLA (Service Level Agreement) of a ticket is breached.
   • New Message Received: This event is generated whenever a new message is received.
   • Ticket Reopened: This event is generated whenever a ticket is reopened.
7. Conditions: Here, you can specify the conditions based upon which the actions will be taken. Perform the following steps.
   1. Click icon in the middle of "Condition" box to add a new condition. It shows the following section.

      

      Figure: Add a Condition

   2. Click "Condition" drop-down menu to select any of the following conditions.
      2. Media Profile ID: Select it to add a condition based upon the ID of the media profile. It contains the following operators.
         • is
         • is not

         

         Figure: Condition for Media Profile

         Select a media profile ID after selecting an operator.
      3. Ticket Status: Select it to add a condition based upon "Ticket Status". It contains following operators.
         • is
         • is not

         

         Figure: "Ticket Status" Condition

         Provide a value in the text field after selecting an operator.
      4. Current Time: Select it to add a condition based upon "Current Time". It contains following operators.
         • is
         • is not
         • greater than
         • less than
         • Within

         

         Figure: "Current Time" Condition

         Provide a value in the text field after selecting an operator.
      5. Queue: Select it to add a condition based upon "Queue". It contains following operators.
         • is
         • is not
         • greater than
         • less than
         • Within

         

         Figure: "Queue" Condition

         Select the queue after selecting an operator.
      6. Priority: Select it to add a condition based upon "Priority". It contains following operators.
         • is
         • is not

         

         Figure: "Priority" Condition

         Select an operator and then select a priority value.
      7. Subject: Select it to add a condition based upon the subject. It contains following operators.
         • is
         • is not
         • contains
         • does not contain
         • ends with
         • starts with

         

         Figure: Subject Condition

         After selecting an operator, provide a value in the adjoining text field.
      8. Other Conditions: In addition to above, following other conditions are also available. They are listed here collectivity as the steps to select any of them is similar.
         • timezone: Select it to set a condition based on timezone.
         • twitter: Select it to set a condition based on Twitter username.
         • facebook: Select it to set a condition based on Facebok Username.
         • phone2: Select it to set a condition based on phone number given in "phone2" field.
         • name: Select it to set a condition based on customer's name.
         • phone3: Select it to set a condition based on phone number given in "phone3" field.
         • phone4: Select it to set a condition based on phone number given in "phone4" field.
         • phone5: Select it to set a condition based on phone number given in "phone5" field.
         • email: Select it to set a condition based on email address.
         • phone1: Select it to set a condition based on phone number given in "phone1" field.
         After selecting any of the above condition, you have to select any of the following operators.
         • is
         • is not

         

         Figure: Other Condition

         Provide a value in the adjoining text field after selecting an operator.
   3. You can add multiple conditions using the steps discussed above.

      

      Figure: Multiple Conditions

      When multiple conditions are added, the following new options are displayed on the top of "Conditions" Tab.
      • Match any of the following: Select this option to apply any of the conditions on the messages.
      • Match all of the following: Select this option to apply both conditions collectively. Either both conditions will be applied or no one will be applied.

      You can click "X" icon on the top right corner of an condition to remove it.

8. Actions: You can select actions in this section, which will be performed only upon those messages which meet the pre-selected conditions. Perform the following steps.
   1. Click icon to add an action. it shows a section.
   2. You click the drop-down menu to select any of the following actions.
      2. Escalate Ticket: Select it to escalate the tickets which meets the pre-selected conditions.

         

         Figure: Escalate Ticket

         Select any of the following operators.
         • true: Select it to escalate the ticket.
         • false: Select it to not escalate the ticket.
      3. Set Custom Field: Select it to set a custom field on those tickets who meet the pre-selected conditions.

         

         Figure: Custom Field Action

         Select a custom field from the provided options.
      4. Transfer Ticket to Queue: Select it to transfer those tickets to the selected queue and the selected agent which meets the pre-selected conditions.

         

         Figure: Transfer to Queue

         Select a queue and then select any of the following option in "Assign to User" drop-down menu.
         • Available Agent: Select it to transfer the agent who is available either to take call or take ticket.
         • Agent Available to Take Tickets: Select it to transfer the agent who is available to take ticket.
         • Any Agent: Select it to transfer the ticket to any agent whether the agent is available for call, email, or chat or not available at all.
      5. Send Email To: Select it to send an email to any recipient for those tickets which meets the pre-selected conditions.

         

         Figure: Send Email To Action

         • Enter the email address of the recipient in the very first text field.
         • Select the media profile in "Media Profile" drop-down menu.
         • Provide a Subject in the subject text field.
         • Write a message in the text area, which you can format using the provided tools.
         • You can click "Insert Placeholders" button to add the placeholders in the message body.

           

           Figure: Placeholders

           Following is screenshot of such a message.

           

           Figure: Sample Email

      6. Send Email To All Supervisors: Select it to send an email to all supervisors for those tickets which meets the pre-selected conditions.

         

         Figure: Send Email To All Supervisors

         • Select the media profile in "Media Profile" drop-down menu.
         • Provide a Subject in the subject text field.
         • Write a message in the text area, which you can format using the provided tools.
         • You can click "Insert Placeholders" button to add the placeholders in the message body.

           

           Figure: Placeholders

         • Following is screenshot of such a message.

           

           Figure: Sample Email

      7. Send Email To Agent: Select it to send an email to the selected agent for those tickets which meets the pre-selected conditions.

         

         Figure: Send Email To Agent

         • All the agents in the already selected campaign and process will be listed in the drop-down menu. Select an agent to whom you want to send the email.
         • Select the media profile in "Media Profile" drop-down menu.
         • Provide a Subject in the subject text field.
         • Write a message in the text area, which you can format using the provided tools.
         • You can click "Insert Placeholders" button to add the placeholders in the message body.

           

           Figure: Placeholders

           Following is screenshot of such a message.

           

           Figure: Sample Email

      8. Send Email To All Agents Assigned to Queue: Select it to send an email to all agents assigned to the queue for those tickets which meets the pre-selected conditions.

         

         Figure: Send Email To All Agents Assgined to the Queue

         • Select the media profile in "Media Profile" drop-down menu.
         • Provide a Subject in the subject text field.
         • Write a message in the text area, which you can format using the provided tools.
         • You can click "Insert Placeholders" button to add the placeholders in the message body.

           

           Figure: Placeholders

           Following is screenshot of such a message.

           

           Figure: Sample Email

      9. Send Email To Requester: Select it to send an email to the requester for those tickets which meets the pre-selected conditions.

         

         Figure: Send Email To Requester

         • Select the media profile in "Media Profile" drop-down menu.
         • Provide a Subject in the subject text field.
         • Write a message in the text area, which you can format using the provided tools.
         • You can click "Insert Placeholders" button to add the placeholders in the message body.

           

           Figure: Placeholders

         send-email-to-all-agents-queue-sample
         • Following is screenshot of such a message.

           

           Figure: Sample Email

      10. Send Feedback To Requester: Select it to send a feedback email to the requester for those tickets which meets the pre-selected conditions.

          

          Figure: Send Feedback To Requester

          • Select the media profile in "Media Profile" drop-down menu.
          • Provide a Subject in the subject text field.
          • Write a message in the text area, which you can format using the provided tools.
          • You can click "Insert Placeholders" button to add the placeholders in the message body.

            

            Figure: Placeholders

          • Do not delete {{feedback:form}} as this is the placeholder for the Feedback form. If it is deleted, feedback form will not be placed.

            Following is screenshot of such a message.

            

            Figure: Sample Feedback Email

      11. Assign Ticket to Agent: Select it to assign those tickets to the selected agent which meets the pre-selected conditions.

          

          Figure: Send Email To All Supervisors

          The agents available in the previously selected campaign and process are listed in the drop-down menu. You just have to select the agent here.
      12. Set Status: Select it to set the status of those tickets which meets the pre-selected conditions.

          

          Figure: "Set Status" Action

      13. Priority: Select it to increase or decrease the priority of those tickets which meets the pre-selected conditions.

          

          Figure: "Priority" Action

          Select any of the following options in the drop-down menu.
          • Increment: Select it to increase the priority of the ticket.
          • Decrement: Select it to decrease the priority of the ticket.
      14. Set Priority: Select it to set the priority of those tickets which meets the pre-selected conditions.

          

          Figure: "Set Priority" Action

          Select any of the following options in the drop-down menu.
          • Low
          • Medium
          • High
      15. HTTP Action: Select it to apply HTTP Action (also called Webhook) to trigger an external API to process those messages which meet the pre-selected conditions. Please refer to "HTTP Action" Page to know more about the same.
      You can follow the same steps to add different kinds of multiple actions. They will run in sequential order from top to bottom.
9. Following is a sample screenshot containing an Event-Based Rule with sample details.

   

   Figure: Sample Event-based Rule

10. You can check "Stop Execution after this rule" box to stop the execution of other selected actions in this rule.
11. Click "Save" to create the rule.You can create multiple rules for same or different campaigns to filter the tickets using these steps.
    

    

    Figure: Added Multiple Event-based Rules

Enable or Disable the Rule

You can disable the rules. The disabled rules will be hidden, but you can make them visible. You can also enable the disabled rules.

Disable a Rule

Click the toggle switch on a rule to disable it. It shows the following message.

Figure: Asking to disable the rule

Click "Yes" to disable the selected rule. The disabled rule will not be applied in the already selected. Here, its details will be hidden. Following is a disabled rule.

Figure: Disabled Rule

View the Details of Disabled Rules

In a disabled rule, click to check "View Disabled Rules" box to view its details.

Figure: Displaying the Details of Disabled Rule

Enable a Disabled Rule

To enable a disabled rule, click the gray toggle switch to enable it. The following message is displayed.

Figure: Asking to enable the rule

Click "Yes" to enable the selected rule. The enabled rule will be applied in the campaign, where it has been selected.

Edit an Event-based Rule

Perform the following steps to edit a rule.

1. Click a rule to select it and click icon. It shows the following pop-up.

   

   Figure: Edit an Even-based Rule

2. You can make the following changes here.
   • Rule Name
   • Rule Description
   • Process
   • Campaign
   • Event
   • Conditions
   • Actions
   • Stop or Continue Execution of other Rules
   You have to perform the same steps here, which you have performed while creating an Event-based Rule.
3. Click "Save" to save the changes.
   Rather you can click "Cancel" to discard the changes.

Delete an Event-based Rule

The Deleted Rule cannot be retrieved back. Also, the deleted rule will not be applicable in the selected campaign.

Perform the following steps to delete a rule.

1. Click to select a rule and click icon to remove it. The following warning message is displayed on the screen.

   

   Figure: Warning before deleting an Event-based Rule

2. Click "Yes" to delete the rule.
   Rather, you can click "No" to not delete the rule.