Rule Glossary: MessageUpdated 2 months ago
Message Body
This is the part of the Rule that will be looking for a specific message within the ticket.
Contains all of searches for multiple words within a ticket - if we input the word "test" and the word "example", we can later send a message saying "This is an example with the word test" and the Rule will trigger because both words were found. However, if we say "This is an example", the Rule won't be triggering as we don't have the word "test" in our message.
Contains one of searches for one of the words within a ticket. In the previous example, the message "This is an example" would work as one of the two words is present.
Does not contain all of looks for keywords and, if it finds all of them, the Rule won't trigger, otherwise, it will.
Does not contain any of rules out the possibility of a specific word in a message. The Rule won't be triggering if it finds any of the keywords within the received message.
By using Starts with and Ends with, you're looking for a specific word or letter that'll be at the beginning or end of the message, depending on which of those options is selected.
Is is used if you want to look for a specific syntax - if we put the keyword "test", the message that you receive from the customer needs to be exactly that. Any variation on that - adding a space, a dot, or a letter - won't trigger the Rule.
Is not looks for a specific message that doesn't exactly match the keyword or phrase.
These options are useful for tracking social media comments, but message body won't work with Instagram or Facebook ads by targeting keywords used in the ad - they'll be detected only in the actual comment.
The Rule can’t read a message with paragraphs due to paragraph breaks, so we recommend using several of these conditions with sentences from each paragraph.
The message body filter will also trigger on hyperlinks visible in the ticket message body. If you're using short words as triggers in your Rule, the Rule might get accidentally triggered by any hyperlinks visible in the ticket.
Message Channel
The Message channel has two options where we can choose which method is used to send or receive a message (option is), or which method we'd like to exclude (option is not) - if we want to set up a Rule that'll state message channel is chat, only tickets that were created through Chat can trigger this Rule.
Message Created Date
Message created date lets you choose when the ticket was created. You can choose a specific date with before and after, set it to be during, or outside of business hours, or put less than or more than which will be on the lookout for when the ticket came into your Gorgias account.
The timeframe can be set in the number of minutes, hours, days, or weeks ago.
Message From Agent
This option will check if the last message in the ticket was sent by a Gorgias user or by a customer. We can look for that by setting it to message from agent is true or message from agent is false.
With this, we can prevent a Rule that has the When New Message In Ticket trigger from triggering when someone from your team sends a message by setting the condition IF message from agent is false.
Message Integration
Message integration is going to prompt you with the option of choosing which specific integration will trigger the Rule.
Message Intents
With intents, you can create a Rule that'll trigger if those intents have been met, or if they haven't been met.
Contains all of is used if all intents need to be met.
Contains one of is used if you need only one of them to be met.
Does not contain any of is used if you want the Rule to trigger if there are intents missing from the ticket.
Message Public
This option allows you to trigger, or avoid triggering a Rule if you use an internal note in the ticket - if you want it to trigger when you send an internal note, you can input IF message public is not true.
Message Sent Date
This will allow your Rules to trigger for specific time periods - you'll have the option of choosing if the message was sent before or after a specific date and time, if it was sent before/after a specific number of minutes, hours, days, or weeks, and, if it was sent outside or during your business hours.
Message sent date is empty can be used to track errors that occur while sending an outgoing message, especially when using the Send & Close button (as the user won't see an error message if they don’t click on the ticket again).
For example, with WHEN new message in ticket IF message sent date is empty THEN add tag unsent message, you can create a View to track if there are any tickets with unsent messages.
Message Sentiments
Like message intents, sentiments can be used to trigger your Rule to apply an action if there's a positive or negative tone within the message.
Message Via
Message via refers to the platform being used to send a message - if the message channel is email, it can be sent either from your native mailbox (like Gmail), or from the helpdesk (Gorgias).
This condition is useful in creating auto-close Rules for tickets that have been responded to outside of Gorgias.
Message Receiver Email
This option allows you to apply Rules if the customer has a specific email address - this Rule will be triggered only if you send a message to the customer, and the customer's email (receiver email) is specified within the Rule.
Message Source From Address
This option allows you to look for the customer's email address - the Rule will then apply based on whether the criteria are met. For instance, if you have a VIP customer and want their tickets to be handled with extra care, you can use the customer's email to tag any tickets coming from their email address with a VIP Tag.
Message Source From Name
This option will work for social media tickets if it matches the name (of the part of the name) of the senders’ account. It doesn't get triggered on the name listed on the Gorgias customer profile.
Message Sender Email
This Rule triggers when the value matches the email the message has been sent from. It won't look at the email address that we have in the customer’s profile. It works for Chat tickets if the customer provides their email address, no matter if email capture is required or optional.
