Smart Rules can automatically trigger actions when an incoming ticket meets certain criteria. For example, comments containing certain (swear) words can be hidden without the involvement of a community manager.
An assortment of actions that can be triggered is available. Some of them can be applied to all ticket types without restriction. However, actions that also have some kind of impact on the corresponding network, it must be supported by the API of the network. Use this page to get an overview of all available actions and their restrictions.
Mark as priority
This action can be applied to all ticket types.
Archive
This action can be applied to all ticket types. Your own replies and tickets that have been imported to complete the history in the sidebar are excluded.
Delete
Only posts, comments and messages from Facebook and Twitter channels can be deleted. Tickets from these two networks found through the monitoring function are excluded.
Hide
Only posts and comments from Facebook channels can be hidden. Your own replies and tickets that have been found through monitoring searches are excluded.
Like
Only posts/photos, comments and reviews from Facebook channels as well as mentions and tweets from Twitter channels can be liked. Your own replies are excluded.
Forward via email
This action can be applied to all ticket types. Your own replies and tickets that have been imported to complete the history in the sidebar are excluded.
Sentiment
This action can be applied to all ticket types.
Tag
This action can be applied to all ticket types. Your own replies are excluded.
Do you have feedback / suggestions or do you experience difficulties using the information provided here?
Contact us at support@socialhub.io and we will try to help you as soon as possible.