Rules are effective in helping you ensure operational efficiency across your Gladly workflows, but it’s also important to recognize limitations on what Rules can be used for. Review current operational limitations below.
Prioritize routing certain Channels
- For example, you can’t create a Rule to always route an SMS message before a chat message. Routing is always based on which message is the next due or has the most overdue SLA.
Rules does not execute ahead of routing phone calls
- Rules that route inbound phone calls to a certain Inbox may not execute properly because phone calls can route ahead of any Rules. This only applies to phone calls but not voicemails.
Prioritize and route messages based on set business hours
- All SLAs are determined based on calendar hours. For example, if your SMS SLA is set to 5 hours and a text comes at 10 PM when you are closed, the SMS will become overdue at 3 AM even if you are still closed.
Detect ‘to’ or ‘from’ addresses for messages that are not SMS, Email, or Phone
- A Rule can only determine the “to” or “from” address based on email or phone number, not based on the Customer Profile. Therefore, you must configure this type of Rule with a specific email address or phone number, and it can only be applied to emails, SMS, or voice callers.
