Intelligent rules can be used to automatically apply actions to tickets. Examples of this are "Move support & sales requests to the priority inbox" or "Hide certain tickets or archive them directly". With Smart Rules, we want to help you automate recurring actions in a time-saving way and be able to recognize and answer important requests more quickly via the Priority Inbox. The individual rules can be moved in their order via drag & drop. If more than one rule can be applied to a ticket, only the rule that comes first in the order will be executed.
Activate feature
The smart rules are an optional feature and can be activated under Account > Features. Don't forget to confirm the change with the save button at the bottom right.
Attention: If the Teams feature is activated, it still applies: A staff member who can only view Twitter channels will still not be shown tickets from Facebook channels.
Create Rules:
Under Account > Smart Rules you will find the interface to create new rules and edit existing rules. A rule always works according to this pattern:
IF a trigger occurs, THEN perform a reaction.
You can define the trigger and the reaction in the SocialHub:
The following triggers are available at the moment:
- The ticket contains a keyword (a keyword list is also required for this).
- The ticket includes a Facebook Mention
- The ticket only contains Facebook Mentions
- The ticket is of the type (Facebook user post, Facebook comments, Facebook messages, etc.)
- The ticket belongs to the channel (one of the channels connected in the SocialHub account)
You can add more conditions by clicking on . If several conditions are defined for a Smart Rule, the reaction is only executed if all conditions apply.
These reactions are available at the moment:
- Mark as priority
- Mark as done
- Delete
- Hide
- Like
- Forward via e-mail
Here, too, you can define several reactions to be executed by clicking on .
Create a keyword list
You can create keyword lists in the Keywords tab. You can enter one keyword per line in the input field:
However, in order for the keyword list to become active, you must use it as a trigger in a Smart Rule and provide it with a suitable reaction.
Limitations
Not every rule is actually applicable to every ticket:
- Hide: This action can only be applied to user posts and comments from Facebook channels.
- Like: Can't be applied on Google Reviews.
- Delete: This action cannot be applied to comments from YouTube channels, reviews on Facebook and direct messages and mentions from Twitter channels.
Create a user list
In the user list tab, you can create a list of users of a network. Please note that you can only add users to the list who have interacted with your respective social media channel since it was linked to the hub.
You can then use this list to create a smart rule that should perform a certain action when a ticket is received from a user in one of your user lists.