Rule conditionsUpdated 3 months ago
Some information regarding rule conditions:
1) The "Contains one of" condition is handling the keywords you entered as if there is an "OR" between them. To trigger the rule, at least one keyword needs to be present.
2) The "Contains all of" condition is handling the keywords you entered as if there is an "AND" between them. To trigger the rule, all of the keywords need to be present.
*Tip: Visit our Rules Glossary guide on what each rule node does exactly!
*Note: When using keywords in your rules, we suggest setting one keyword at a time ("new", "order", "only"). If you enter an entire phrase (e.g. "new order only"), then the order of the words needs to be the same for the rule to trigger (this means that "only new order" would not trigger the rule).
Please note:
- 'Does not contain one of' rule filter label has been renamed 'Does not contain all of' triggering only if any of the listed elements is missing.
- The 'Reply to ticket rule' action was renamed 'Reply to customer' and now only triggers as a response to the customer’s message (as opposed to an agent’s message). Note that you can still use the 'Apply macro' or 'Send email' actions to reproduce the initial behavior.
- 'Does not contain one of' rule filter label has been renamed 'Does not contain all of' triggering only if any of the listed elements is missing.
- The 'Reply to ticket rule' action was renamed 'Reply to customer' and now only triggers as a response to the customer’s message (as opposed to an agent’s message). Note that you can still use the 'Apply macro' or 'Send email' actions to reproduce the initial behavior.
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