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Rules add an extra layer of efficiency when routing Customers. When a Customer reaches out through their preferred Channel (e.g., a phone call), predefined Rules are run. These Rules, depending on their configuration, can perform various actions, such as moving the Contact (e.g., the phone call) to a different Inbox or assigning the Contact to an Agent.

Q. When do Rules run?

Rules run before a Conversation is routed to an Agent. This is because Rules help determine how the Conversation will be routed.

As you can see, Rules run before routing happens. This is because Rules help determine how the Conversation will be routed. Review the example below to see how this can play out in Gladly:

Q. Why are Rules important to routing?

Rules make routing more efficient by automating certain routing decisions based on your organization’s preferences.

How Rules work

There are three main components to a Rule:

  1. Trigger
  2. Condition(s)
  3. Action(s)

Rules are executed When a defined Trigger is detected, And Condition(s) are met, Then Actions are taken, which complete a Rule.

Review the example below to see how these components would work in a real example of a Rule used for routing:

Click on the interactive icons in the image below to learn more.

As you can see, clear routing actions can be taken when a Rule is executed. Here are some of the examples of how routing can be used:

  • Add Topics(s) to a Conversation
  • Assign an Agent to a Conversation
  • Assign a Conversation to an Inbox
  • Send an auto-reply to an incoming SMS or email
  • Unassign a Conversation from an Agent
  • Mark a Conversation as “no reply needed” to stop the SLA
  • Automatically close a Conversation

Lastly, take a look at how Rules are run: