All Courses

Sort order of Rules

As you learned, Rules can help automate frequent activities in Gladly by triggering a response or action when a Conversation meets just the right conditions. This means you could also have multiple Rules set up to complete multiple actions.

What does ‘sort order’ mean when it comes to Rules?

Because you can have multiple Rules, you are required to provide in which order of priority Rules are evaluated and executed.

See the image below. There are 7 Rules but Rules 3, 6, and 7 are not active so those Rules are not evaluated.

  • Rule 1 (New Conversation) – Evaluate
  • Rule 2 (Conversations older than 5 days) – Evaluate
  • Rule 3 (Mail Reassignment | No DH | Overdue) – Skip
  • Rule 4 (Task Assignment | Away) – Evaluate
  • Rule 5 (Messaging Assignment | No DH | Agent logout) – Evaluate
  • Rule 6 (Communication with auto-reply) – Skip
  • Rule 7 (Task Reassignment | No DH | Overdue) – Skip

You see that Rule 1, 2, 4, and 5 are evaluated. It means that if there is a “hit” or “match” based on how each Rule was designed, then the configured action will take place based on the Rule order.  The Rules marked as Skip above are not active.

Rules can be toggled off to mark them as Skip.

What type of Rules should have a higher priority/sort order?

We recommend prioritizing Rules which have the same trigger type that apply the same type of action as other Rules, but have a narrower Condition. This ensures the action of the narrower rule will be applied because the rule with a broader set of conditions will be assessed after the prioritized rule.

Review the following example:

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

Rule Actions that require rule prioritization (within the same type of Rule trigger):

  1. All routing actions: Assign To Agent, Assign To Inbox, Unassign from Agent
  2. Send Auto-Reply
  3. Cancel actions: Close Conversation, Mark No Reply Needed.

Add Topics and Create a Task are NOT subject to prioritization. All of them will be executed if multiple rules match, irrespective of the priority, unless the conversation also matches a higher priority rule with Close Conversation action.

Close Conversation action
Close Conversation action has a special treatment; once it’s applied, it stops evaluation of lower priority rules.

Drag and drop Rules

Rules can be drag and dropped in to update their sort order.

Q. What happens if a Rule action is duplicated in another Rule?

Some Rules could prevent others Rules from firing. For example, if one Rule action sends an auto-reply, we won’t send a second auto-reply even if another Rule matches that condition.