Time Based Automation Rules

The timer based rules are executed only meeting the selected conditions.

Figure: Timer-based Automation Rules

Create a Timer Based Rule

Perform the following steps to create a timer-based rule.

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

   

   Figure: Add a Timer-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. 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. 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.
      3. 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.
      4. 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.
      5. 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.
      6. Requester Email: Select it to add a condition based upon the requester email address. It contains following operators.
         • contains
         • does not contain

         

         Figure: "Request Email Address" Condition

         After selecting an operator, provide a value in the adjoining text field.
      7. Email CC: Select it to add a condition based upon the email address in CC field. It contains following operators.
         • contains
         • does not contain

         

         Figure: "Email CC" Condition

         After selecting an operator, provide a value in the adjoining text field.
      8. 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.
      9. 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.
      10. Hour Since Created: Select it to add a condition based upon the hours since the ticket has been created. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since Created" Condition

          Select an operator and provide a value.
      11. Hour Since First Assigned: Select it to add a condition based upon the hours since the ticket has been assigned at the very first time. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since First Assigned" Condition

          Select an operator and provide a value.
      12. Hour Since Resolved: Select it to add a condition based upon the hours since the ticket has been resolved. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since Resolved" Condition

          Select an operator and provide a value.
      13. Hour Since Reopened: Select it to add a condition based upon the hours since the ticket has been reopened. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since Reopened" Condition

          Select an operator and provide a value.
      14. Hour Since Unassigned: Select it to add a condition based upon the hours since the ticket has been left unassigned. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since Unassigned" Condition

          Select an operator and provide a value.
      15. Hour Since Agent Responded: Select it to add a condition based upon the hours since the last response of agent on the ticket was sent through any medium such as chat, voice, email, or messaging. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since Agent Responded" Condition

          Select an operator and provide a value.
      16. Hour Since Requester Responded: Select it to add a condition based upon the hours since the last response of requester was received on the ticket through any medium such as chat, voice, email, or messaging. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since Requester Responded" Condition

          Select an operator and provide a value.
      17. Hour Since First Response Due: Select it to add a condition based upon the hours since the the ticket is due for First Response SLA. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since First Response Due" Condition

          Select an operator and provide a value.
      18. Hour Since First Assign Due: Select it to add a condition based upon the hours elapsed since the the ticket is not assigned for the very first time. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since First Assign Due" Condition

          Select an operator and provide a value.
      19. Hour Since Ticket Resolution Due: Select it to add a condition based upon the hours elapsed since the the ticket is due for resolution or closure. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Hours Since Ticket Resolution Due" Condition

          Select an operator and provide a value.
      20. Requester Message Count: Select it to add a condition based upon count of requester's messages. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Requester Message Count" Condition

          Select an operator and provide a value.
      21. Agent Message Count: Select it to add a condition based upon count of agent's messages. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Agent Message Count" Condition

          Select an operator and provide a value.
      22. Requester Message Count (Today): Select it to add a condition based upon count of requester's messages received today. It contains following operators.
          • less than
          • greater than
          • (office hours) less than
          • (office hours) greater than

          

          Figure: "Requester Message Count (Today)" Condition

          Select an operator and provide a value.
      23. Customer Current Sentiment: This condition lets you filter the customers who are happy, irritated, or angry.
          Select it to add a condition based upon the sentiment of customers. It contains following operators.
          • is
          • is not
          • greater than
          • less than
          • Within

          

          Figure: "Customer Current Sentiment" Condition

          Select an operator and provide a value.
      24. Customer Overall Positive Index: This condition lets you filter the customers upon their overall positive index.
          Select it to add a condition based upon a customer's overall positive index. It contains following operators.
          • is
          • is not
          • greater than
          • less than
          • Within

          

          Figure: "Customer Overall Positive Index" Condition

          Select an operator and provide a value.
      25. Ticket Heat Index: Select it to add a condition based upon the heat index of tickets. It contains following operators.
          • is
          • is not
          • greater than
          • less than
          • Within

          

          Figure: "Ticket Heat Index" Condition

          Select an operator and provide a value.
   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.

7. 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. 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.
      3. 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.
      4. 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.
      5. 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.
      6. 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

      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

         • Following is screenshot of such a message.

           

           Figure: Sample Email

      10. 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

      11. 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.
      12. 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
      13. Set Status: Select it to set the status of those tickets which meets the pre-selected conditions.

          

          Figure: "Set Status" Action

      14. 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.
8. Following is a sample screenshot containing an Timer-Based Rule with sample details.

   

   Figure: Timer-based Rule

9. Click "Save" to create the rule.You can create multiple rules for same or different campaigns to filter the same or different leads using these steps.
   

   

   Figure: Added Multiple Timer-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 campaign. Here, it will be hidden now.

View Disabled Rules

Click to check "View Disabled Rules" box to view its details.

Figure: Displaying the 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 a Timer-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 a Timer-based Rule

2. You can make the following changes here.
   • Rule Name
   • Rule Description
   • Process
   • Campaign
   • Conditions
   • Actions
   You have to perform the same steps here, which you have performed while creating a Timer-based Rule.
3. Click "Save" to save the changes.
   Rather you can click "Cancel" to discard the changes.

Delete a Timer-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 a Timer-based Rule

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