Rules glossaryUpdated 18 days ago

This doc will come in handy when you're wondering what each specific node in your rules stands for. It will empower you to build complex Gorgias rules on your own!

WHEN

The first part of every rule is to create a 'WHEN', or in other words, an event that will define when the rule will trigger within the ticket. There are several options that it offers.

WHEN ticket created

The first part would be WHEN ticket created. Once you select this option the rule can be triggered only upon creating a ticket - so once per ticket.

WHEN new message in ticket

This condition will make the rule trigger (providing all other conditions are met) on every new message in a ticket, whether it is sent by a customer, agent, or a rule. Of course, this trigger can be narrowed by later conditions - IF message from agent is false meaning it will only trigger on customer messages, or IF ticket tags does not contain any of... meaning it will trigger only on tickets that don’t contain specified tags (useful for auto-reply rules on chat tickets).

WHEN ticket updated

When you input the WHEN ticket updated the rule will be triggering every time that a ticket is updated. A thing to note is that anything done in the ticket will trigger this rule. These are all actions that fall under ticket updated: ticket created/deleted, opened/closed, assigned/unassigned, tag added/removed, marked/unmarked as spam, message sent/received, ticket subject updated, customer updated, snoozed, deleted/removed from Trash.

Please keep in mind that the ticket update event does not work on intents and message body.

WHEN ticket assigned to user

This part of the rule will trigger only once there is a ticket that is assigned to a user. A thing to note is that this rule will not be triggered if you assign a team. This will only work if a ticket is assigned to a user in Gorgias. However, if you were to set up a rule that will automatically assign a team and you have the auto-assignment set up in that team, it will automatically assign a user and your rule will work.

WHEN ticket snooze delay ends

This event enables the action to be triggered with a delay. It is usually used in the set of 2 rules - the first one that will have some other event and then action to snooze the ticket for a certain time period; the second will start with WHEN ticket snooze delay ends and perform the action after the time frame that was specified in the first rule. For example, if you would like to send a follow-up message on chat after there hasn’t been a response from the customer for some time, you can set the first rule to snooze the ticket for 15 minutes after every agent message, and then set the second rule to send a follow-up message when those 15 minutes expire.

IF

Technically, the rule can be created with only the 'When' statement and 'Action' statement, but the IF statement is what we use to determine the criteria for the rule and when it can be applied. When created, 'IF' statement has a ticket status is open by default. From there, you can change it and replace it with any other condition that you need. When the 'IF' is pressed once more, a dropdown will show 3 different options: 'Add AND condition', 'Add OR condition', 'Add ELSE condition'.

AND

The AND condition is basically checking for all criteria to be true. For instance, if you have a message body is 'test', message sender email is '[email protected]' and created date of ticket is 'after 01/01/2021', all three of those criteria need to be met for this rule to be applied. So if you receive a ticket from [email protected], within that ticket there is a message that says 'test' and is created at any date after 01/01/2021, the rule will work. However, if you were to receive a ticket from [email protected], it is created on 01/02/2021, and the message that was in the ticket doesn’t say just 'test', the rule will not be applied.

OR

We will be using the same example as in the AND condition. So we have a rule that is set up in the same way, but instead of using AND condition, we have the OR condition. The AND rule didn't apply because one of the criteria hasn't been met, but this is not the case with OR. With the OR condition, the rule looks for any of the criteria that can be met. So for instance, if you were to receive a ticket from [email protected], a message that was in the ticket says 'some other message' and it was created on 01/02/2021, the rule will be applied. The rule is applied because at least one of the conditions was met (in this case - the ticket was created after 01/01/2021).

ELSE

With the ELSE statement, we are able to break down the rule into different portions. We will be asking if the criteria in the first node have been met. If it was, the rule will not look at the ELSE statement. If it was not, the rule will check the ELSE statement. ELSE part can contain just a different action, or can contain conditions on its own.

For example, if we put message sender email is [email protected] AND message body istest THEN add tag test-1 ELSE add tag not-test, that means that the tickets will be either tagged as “test-1” or “not-test” (depending on the sender email and the message body). If we put message sender email is [email protected] AND message body is test THEN add tag test-1 ELSE message sender email is [email protected] THEN add tag not-test, we have 3 scenarios: tickets get tagged as “test-1” if they are sent from [email protected] and the message is 'test'; tickets get tagged as “not-test” if they come from [email protected] but their message is not 'test'; the rule doesn’t trigger if the sender is not [email protected]. If we put message sender email [email protected] AND message body istest THEN add tagtest-1 in one rule, and message sender email [email protected] THEN add tagnot-test in another rule, the ticket that is sent from [email protected] and has a message "test" will be tagged with both "test-1" and "not-test".

Message

So as explained, we're going to be breaking down what each and every option within rules does, so let's start it off with 'IF Message'.

IF Message Body

First on the list is the IF message body which is the part of the rule that will be looking for a specific message within the ticket. After we select the criteria for it it will be looking for the message we have input.

The contains all of searches for multiple words within the ticket. If for example, we input the word test and a word example we can later send a message saying "This is an example with the word test". The rule will trigger, because both words were found, however, if we say "This is an example" the rule won't be triggering since we don't have the word "test" in our message.

The contains one of searches one of the words that we have input. In the previous example, the message "This is an example" would work as there is one of the two words within the message.

The same thing as contains all of, but reversed is does not contain all of. It will look for the keywords, and if it finds all of them, the rule will trigger, otherwise, the rule will.

The condition does not contain any of is ruling out the possibility of a specific word in a message. The rule will not be triggering it finds any of the keywords within the message sent.

By using starts with and ends with you are looking for a specific word or letter that will be at the beginning of the message or at the end of the message, depending on which of those options is selected.

If you want to look for a specific syntax, you should use is. If we for instance put the keyword test the message that we receive from the customer needs to be exactly that. Any variation on that (adding space, a dot, or letter) will not trigger the rule.

Similarly, is not looks for a specific message that does not exactly match the keyword or the keyphrase.

These options are frequently used in tagging chat campaigns or for creating quick replies. They are also useful to track comments underneath your posts on social media. However, message body will not work with Instagram or Facebook ads by targeting keywords used in the ad. The keywords will be detected only in the actual comment.

Also, please note that the rule can’t read the message with paragraphs due to paragraph breaks. In that case, we recommend using several of these conditions with sentences from each paragraph.

IF Message Channel

The message channel has two options where we can choose which media is used to send or recieve a message (option is), or which media we would like to exclude (option is not). So for instance, if we want to set a rule that will state message channel is chat, only tickets that were created through chat can trigger this rule to work.

IF Message Created Date

IF message created date lets us choose when the ticket was created. With our options, we can choose a specific date with before and after. We can set it to be during, or outside of business hours which you can set up in Settings → Business Hours. And lastly, we can input less than and 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.

IF Message From Agent

This option will check if the last message in the ticket was sent by an agent (Gorgias user), or by the customer. We can look for that by setting it to message from agent is true or message from agent is false. With this option, we can prevent a rule that has WHEN NEW MESSAGE IN TICKET from triggering when someone from your team sends a message by setting the condition IF message from agent is false.

IF Message Integration

Option message integration, like message channel is going to prompt you the options of choosing which integration can trigger a rule. However, this option is a bit more in-depth as, for instance, you might have a Gorgias account with multiple Shopify stores that have chats. With message integration you can choose a specific chat that can trigger the rule, leaving the other chat unable to trigger it.

IF Message Intents

Every message that is sent from your customer has the option to have one or more intents. To find out more about this feature, you can check out this article. With intents, you can create a rule that will be triggered if those intents have been met, or if they have not been met. You will have one of three options. If all intents need to be met, you should use contains all of, if you need only one of them to be met, you should use contains one of and lastly, if you want the rule to trigger if there are intents missing from it, you would use does not contain any of.

IF Message Public

This option allows you to trigger, or avoid triggering a rule if you have entered an internal note within your ticket. So, for instance, If you want it to trigger when you send an internal note, you can input IF message public is not true and the rule will be triggering if all other criteria are met. You can find out more about the use of internal notes here.

If Message Sent Date

This option will allow your rules to trigger for specific time periods. You will have the option of choosing if the message was sent before or after a specific date and time, if the message was sent more or less than specific number of minutes, hours, days, or weeks, and, lastly, if the message was sent outside or during business hours that you have set on your Settings→Business Hours page. These conditions can be very useful for setting auto-reply rules. Option message sent date is empty can be used to track errors that occur while sending an outgoing message, especially when using Send & Close button (as the user will not see an error message if they don’t click on the ticket again). An example of a rule could be WHEN new message in ticket IF message sent date is empty THEN add tag unsent message. Then the tag can be used to create a view and track if there are any tickets with unsent messages.

IF Message Sentiments

Gorgias provides the option to automatically detect the tone of the conversation you are having with your customers. You can find out more about it in this article. Much like message intents, sentiments can be used in a similar way to trigger your rule to apply an action if there is a positive or negative tone within the message. You will have one of 6 options to add within your message sentiments and those are threatening, negative, offensive, positive, promoter, or urgent.

IF Message Via

Message via refers to the platform that is being used to send a message. For example, if the message channel is email, it can be sent either from your native mailbox (e.g. Gmail), or from helpdesk (Gorgias). Message via specifies that. This condition is useful in creating auto-close rules for tickets that have been responded outside of Gorgias.

IF Message Receiver Email

This option allows you to apply rules if the customer has a specific email address. So, 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.

IF 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 taken with extra care, you can use the customer's email and tag the ticket as VIP if it came from that email address.

IF 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 does not get triggered on the name listed on the Gorgias customer profile.

IF Message Sender Email

This rule triggers when the value matches the email the message has been sent from. It will not 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 the email capture is required or optional.

IF Message Sender Customer

This condition is under improvement at the moment. Our developers are working on it as we speak. We will update this article once it's ready for production.

Ticket

The next portion of our rules will cover the 'IF ticket' statements.

IF Ticket Assignee User

IF ticket assignee user gives us the option to filter out the current status of the assignment within the ticket. We will be prompted with four different options. If we select the is option, we will be prompted with the names of all of our employees within our Gorgias subdomain. And with choosing the is or is not we can apply the rule, or prevent it from applying if it is assigned to a specific agent. The other option is to see if the ticket has someone assigned to it at all and we can do that with is empty which will represent that there are no agents currently assigned within the ticket and is not empty which will represent that there is currently someone assigned to a ticket.

IF Ticket Assignee Team

The option assignee team works in the same manner as assignee user. This time, however, it is checking if a ticket is assigned to a specific team. Keep in mind that a ticket can simultaneously be assigned to both a user and a team, but it can never be assigned to two different users or two different teams.

IF Ticket Assignee User Email

Works the same way as ticket assignee user, but instead of looking for the assigned user, the rule is triggered based on the email address of the person who is assigned to the ticket.

IF Ticket Channel

The option ticket channel works in the same way as message channel, but it only detects the channel the first message in the ticket was sent from. You can either select that the channel is, or is not, after which you are prompted with a list of your channels. For more precision, we recommend using IF message channel or, to be even more specific, IF message integration. The ticket channel never changes, unless the tickets get merged. In that case, the oldest message will be the reference.

IF Ticket Created Date

This is pretty self-explanatory - ticket created date refers to the first message in the ticket (when it was created). The options to choose from are: after, before, during business hours, outside business hours, less than, or more than.

IF Ticket From Agent

This portion of the rule is tracking if the ticket is created by an agent (Gorgias user). This again refers to only the first message within the ticket.

IF Ticket Language

Gorgias has a feature that recognizes the language of the message that has created the ticket. You will have one of fifty-four options to choose from (see them all here). You can either choose a language, or exclude it by opting for is or is not. This comes in handy when you run a multilingual store so you can either assign the ticket to the agent/team who speaks the language, or reply in the appropriate language. Please note that the language cannot be identified if there are more languages in the ticket. Also, if there is a contact form used in one language and the message is written in another one, this rule will not trigger.

IF Ticket Last Message Date

IF ticket last message date gives you the usual date-type options: : after, before, during business hours, outside business hours, less than, or more than. Keep in mind that any type of message can trigger this rule except the internal note. Options less than and more than do not work with TICKET CREATED and NEW MESSAGE IN TICKET. When the new message arrives, it is considered the last message, so any relative time frame that is put as a condition will be immediately skipped and the rule will not trigger.

IF Ticket Last Received Message Date

This option is the same as the IF ticket last message date except it is targeting only messages that were sent by our customers. In other words, replies from agents (Gorgias users) won't count.

IF Ticket Unsnooze Date

The ticket unsnooze date provides us with the option of targeting the rule only for tickets that are in snoozed status or in open status. The ticket unsnooze date is empty will behave the same as the ticket status is open. The ticket unsnooze date is not empty will be applied only on tickets that are currently in the snooze status. This can be useful for tracking tickets that have been snoozed (by tagging them) even after they have been unsnoozed. Option ticket unsnooze date is not empty can be used only with TICKET UPDATED or TICKET ASSIGNED TO USER. It can also be used with NEW MESSAGE IN A TICKET, but it will make sense only if conditions message agent is true or message public is false are used. Any other combination would simply open the ticket and the ticket unsnooze date will be empty again.

IF Ticket Spam

This condition doesn’t work as intended just yet because the rules are not triggered on tickets that come into Gorgias as spam. However, we are working on correcting this and we hope to have it where we want it soon! To read more about why some emails go into Spam or how to move them there, please check this paragraph.

IF Ticket Status

Every ticket in Gorgias has one of 5 statuses: Spam, Deleted, Snoozed, Open or Closed. Tickets that are deleted can never trigger a rule. Tickets that are spam cannot currently be targeted as the condition IF ticket spam is not working as intended. When applying this condition ticket status isopen, only open tickets are targeted, while is notopen targets both snoozed and closed tickets. This condition is very useful for auto-reply rules as you don’t want the replies to be sent to tickets that have been auto-closed by some other rule. The important thing to note in this case is to keep the auto-close rule above the auto-reply rule and to use the same event in the first line of the rule - either TICKET CREATED or NEW MESSAGE IN TICKET (or both).

IF Ticket Subject

Option IF ticket subject gives us the possibility of finding a specific message created by the customer. Some of the tickets have a predefined subject, especially the ones that you might want to auto-close (for example, “out of the office”, “order delivered”). You can also tag specific tickets, such as phone tickets (subject starts with "call from"), Yotpo reviews (”Review Below Star Ratings Criteria”), or you might have a form created on your website that will send an email always beginning with the same subject, such as "New customer submission...". With this option, you can easily target those specific emails and perform an action on them. Like with message body, you are given an option to target them with is, is not, contains all of, contains one of, does not contain all of, does not contain any of, starts with, or ends with.

IF Ticket Tags

This rule provides you with the option of looking for specific tags within the ticket and performing an action depending on those tags. You will have the option of choosing if the ticket contains one of, contains all of, does not contain any of, does not contain all of, is empty, or is not empty.

contains one of gives you the option to look for multiple tags and if one of them is within the ticket, the rule will be able to trigger.

contains all of searches for a group of tags. For instance, if you have a ticket that has a returned item as well as a negative impact, you might want a rule that will reply to the customer with a specific message. You can tag those tickets with "return" and "complaint" and your rule will be active only if the ticket contains all of those tags. However, if a customer just has a return, without a complaint, you will have only one tag, and hence, the rule won't trigger.

does not contain all of gives you the option for the rule to trigger only if one of the tags is missing from the ticket. Similar to the contains all of, you will be entering multiple tags, however, if the ticket contains all of those tags, it will not trigger.

is empty and is not empty give you the option of triggering a rule only if the tags are applied, or if they are not applied within the ticket. It won't look what the tag actually is, it will rather just check if there is a tag at all and depending on the options, trigger or not trigger.

IF Ticket Via

Similar to message via, this refers to the platform that is being used to send a message, but only looks at the first message within the ticket.

Customer

Below you will find the expected functions for each of the 'IF Customer' nodes.

IF Customer Data

This condition has been decommissioned temporarily. Our developers are working on improving it.

IF Customer Email

This option is similar to the rules within the 'Message' section above, IF message source from address and gives you the option to apply a rule only if the customer's email is a specific one.

IF Customer Other Integrations

This is another temporarily decommissioned node. We are working on improving it.

Shopify Last Order

This is a specific set of rule conditions that only have the option of being applied if you have a Shopify store and will trigger if the customer is also your Shopify customer.

IF Created Date

This part of the rule will only be looking at when the order was created. For example, this condition can help you target the Shopify customers who have made their order more than 5 days ago (that have still not been fulfilled).

IF Financial Status

IF financial status gives you the option of applying the rule by checking the current status of the order. You will have seven options to choose from: authorized, paid, partially paid, refunded, partially refunded, pending, and lastly, voided.

IF Fulfilment Status

With this condition you will have the option of selecting a specific fulfillment status of your order. You can have your rule apply if the order has been fulfilled, partially fulfilled, or restocked.

IF Tags

We can’t automatically apply the same tags as you have in Shopify, but we can have this process created via rules. The rule will look for Shopify tags that you specify, and if the criteria are met, the rule will be applied. This condition will look at any unfulfilled Shopify orders (there can be more than one).

IF Total Price

IF total price checks the order price that was made by the customer within the same order. By selecting the options is greater or equal to, is greater than, is less or equal to, is less than, or is not, you will have the option of triggering a rule depending on the amount of money the customer has spent. A thing to keep in mind is that the currency is always the one you have set up in Shopify and you will not have the option of adding anything else other than a number after you have selected one of the options. So if your store has a default currency as USD, you can simply say IF total price of last order is greater than20 and your rule will apply if the customer has spent more than $20 on your store.

Fulfillment Status

When an order is placed, it has an Unfulfilled fulfillment status by default, unless you have selected to automatically capture the payment and automatically fulfill all of the order's line items in the checkout settings.

IF Last Fulfillment Created Date

IF last fulfillment created date gives you the option the same as any dates so far. With it, you will be able to target the customers’ tickets depending on when the created date of their last fulfilled order was by choosing one of the following: after, before, during business hours, outside business hours, less than, or more than.

IF Last Fulfilment Shipment Status

As the name says, you will be prompted to apply the rule depending on the current status of the shipment by choosing attempted deliver, confirmed, delivered, failure, in transit, label printed, label purchased, out for deliver, or ready for pickup.

IF Last Fulfilment Status

The IF last fulfillment status condition allows you to target the tickets of the customers depending on the status of their current order's fulfillment. It allows you to choose between canceled, error, failure, open, and pending.

IF Last Fulfilment Tracking Number

The IF last fulfillment tracking number gives us the possibility to specify tickets of the customers whose last order either has or doesn’t have a tracking number. This is useful when you want to set an auto-reply to customers inquiring about their order shipping - send an email with the tracking number if there is one (using Shopify variable), or send an email notifying the customer there is no tracking number available in cases where that applies.

Shipping Address

Within your Shopify, you will have the option of disabling shipment for specific locations, and later, in Gorgias, you will have the option of setting up your rules with the information of the shipment.

IF Shipping Address Country

Gives you the option of applying a rule depending on the country in which the order was placed. You will be provided with options: is, is not, contains all of, contains one of, does not contain all of, does not contain any of, starts with, or ends with.

IF Shipping Address Province

This rule works exactly the same as does the IF shipping address country but instead of targeting the country, it is used to target the province the last order is being shipped to.

Shopify Customer

The 'Shopify Customer' condition will only trigger on tickets that contain communication with your Shopify customers.

IF Created Date

This option will enable you to apply a rule only if your customers have been created during a specific time. You will be provided with the same options as you have for any of the previous date-type rules: after, before, during business hours, outside business hours, less than, or more than.

IF Order Count

Within Shopify, you will have information that is tracking how many orders your customer has made so far. This condition helps to trigger a rule depending on that number. You will be provided with options is greater or equal to, is greater than, is less or equal to, is less than, and is not. The important thing to note is that order count can’t be 0. If you want to target tickets of Shopify customers that haven’t yet made an order, you should use is less than1.

IF Tags

Shopify customer tags can be searched in Gorgias via rules. The rule will look for Shopify tags that you specify, and if the criteria are met, the rule will be applied. You can use it to either transfer the same tags to Gorgias and/or trigger an action based on the Shopify tags.

IF Total Spent

IF total spent gives you the option to track all previously made orders and add the amount spent. This information is useful to, for example, create a rule that would tag the customer tickets who have spent more than a specified amount in your shop so far.

Magento2 Last Order

IF Date of Last Order

First up is the IF date of last order where you can target customers who have made their order in a certain time frame. For example, you can combine this condition with the state of the order to send auto-replies if there has been a delay in your shipping (if date of last order is more than 5 days ago and the state is not completed, closed, or canceled). Please note that the auto-reply will be sent only if the customer reaches out.

IF Grand Total

This condition checks the order price that was made by the customer within the same order. By selecting the options is greater or equal to, is greater than, is less or equal to, is less than, or is not, you will have the option of triggering a rule depending on the amount of money the customer has spent. The currency is always the one you have set up in Magento and you will not have the option of adding anything else other than a number after you have selected one of the options. So if your store has a default currency as USD, you can simply say IF total price of last order is greater than20 and your rule will apply if the customer has spent more than $20 on your store.

IF Created Date

This option refers to the shipping date of the last order. You will be provided with the same options as you have for any of the previous date-type rules: after, before, during business hours, outside business hours, less than, or more than. It’s useful to send out auto-replies and tag tickets as delivery-issues if the customer reaches out to ask about their order and it has been shipped more than, for example, 7 days ago.

IF State

This will offer all of the states that are available in Magento2: new, on hold, pending, processing, complete, closed, and canceled. As mentioned earlier, you can combine this condition with the date of last order condition to send auto-replies if there has been a delay in your shipping. For example, if date of last order is more than 5 days ago and the state is not completed, closed, or canceled (auto-reply will be sent only if the customer reaches out).

Magento2 Customer

IF Created Date

This option will enable you to apply a rule only if your customers have been created during a specific time frame. You will be provided with the same options as you have for any of the previous date-type rules: after, before, during business hours, outside business hours, less than, or more than.

ReCharge

Your rules can also trigger based on your customers' ReCharge data.

Last Subscription

ReCharge conditions, like Shopify ones, will only work if the customer has a ReCharge profile. With these conditions, you will be able to target the customers depending on the last subscription of the customer, the date of the next scheduled charge, and the product title. One thing to note - these conditions will target the last made subscription, even if that subscription is not active.

IF Created Date

Like in all of our date-type rules, you will have options such as after, before, during business hours, outside business hours, less than, or more than. Whether the rule will trigger or not depends on your entries and when the customer has submitted their last subscription (even though it may not be an active one).

IF Date Of Next Scheduled Charge

IF date of next scheduled charge, as noted, will look at the date of the next scheduled charge using the same options as created date. It will only look at the subscription that was created last. If the subscription has been canceled, the rule will not trigger.

IF Product Title

The option triggers on the last created subscription, even if it's canceled or deleted. You will be provided with options: is, is not, contains all of, contains one of, does not contain all of, does not contain any of, starts with, or ends with.

Recharge Customer

IF Customer Status

This rule will give you the option of checking the current status of your customers. You will be prompted with the option to choose whether your customers are currently active or inactive.

In order for this condition to work properly, you would need to set your retry settings in Recharge to either Cancel, don't email or Cancel and send email (more about it here). If set like this, when the failed charges have reached the maximum number of retries (also set by you), the customer will be marked as inactive. If the retry settings are set to Default or Do nothing, the subscriptions will be canceled, but the customer will remain active.

Smile

IF Smile Customer point balance

This condition doesn’t have any options currently and cannot be used. Our developers are working on improving it.

IF Smile Customer State

IF customer state provides the option to trigger a rule on the current status of the customer. The options to choose from are member, candidate, or disabled.

IF Smile Customer VIP tier

If you have enabled the VIP tier in your Smile account, you can use that option in Gorgias rules as well. Depending on whether the customer has VIP status and depending on its tier, you can use this portion of the rule to trigger a specific action. You will be presented with two options: IF customer vip tier is or is not. By default, Smile has Bronze, Silver, and Gold VIP Tiers. But if you decide to create your own tier, they will also reflect in Gorgias. You would need to manually specify the tier within the rule, as it will not be listed in a form of a drop-down menu.

Self-service

IF Order Management Flow

This option will help you tag/assign/reply to any of your order management flows that are created within your automation add-on. Please note that if you have your add-on applied to more than one store, we would advise adding the message integration condition as well to target appropriate tickets.

IF Quick Response Flow

You don’t need to use this condition to create an auto-reply to the initial question. That can be done directly in self-service section. If the customer is satisfied with the answer provided by the quick response flow, there will be no ticket created. However, if they asked for more help after that, the ticket will be created and you can use it as a condition within a rule to take further action (tag, assign, send an auto-reply). Please note that if you have have flows with the same name applied to more than one store, we would advise adding the message integration condition as well to target appropriate tickets.

Actions

Actions are the final step of each rule, the reason why the rule was created in the first place. Based on the conditions above, what would you like your rule to do?

Send email

This option can be used to send an email to a specific email address by typing it out or by using variables. This option is useful if you want to email a customer on a non-email ticket. However, please note that the email sent out will not be visible in the thread. Whether the rule has been triggered will still be displayed in ticket events. You can add one of your email addresses in CC or BCC if you need confirmation that the email has been sent out. The email will always be sent out from the default Gorgias email address (the long email address that is used for email forwarding).

Reply to customer

When this action is used, the reply will be sent via the same channel the message has been received. That means that this action is applicable to email, chat, and social media tickets. It will not work on phone tickets. If the reply is sent via email, it will not automatically add the signature that is set for that email integration. Also, although it is possible, please note that we do not recommend setting up auto-replies for social media tickets as those platforms may detect and flag such replies as spam.

Add internal note

This action will automatically create an internal note within the ticket with the text that you specify. This is useful if you want to leave a note on a certain new or complicated procedure for tickets that you specify. For example, if the tickets is tagged as VIP and RETURN, add an internal note on what agents need to do in those cases. Unfortunately, you cannot use it for mentions.

Apply macro

This action works the same way as REPLY TO CUSTOMER - it sends a pre-set message using the same channel as the message that has been received. However, the message is not set within the rule itself, but in the Macros section. It is useful to apply macros because they can also automatically tag tickets, send attachments (up to 10 Mb), set assignees, or change the status of the ticket. However, please note that if a macro contains an HTTP action, you will not be able to use it as a part of the rule, in order to prevent unwanted actions. If the reply is sent via email, it will not automatically add the signature that is set for that email integration.

Add tags

As can be concluded, this action adds tags that you specify if all the rule conditions are met. You can add as many tags as you’d like in the same line, choose one of the existing ones, or automatically create a new one by typing it out. Please note that tags are case sensitive, so auto-reply and Auto-Reply will be viewed as two different tags. Even when the rule is used to auto-close tickets, we always recommend tagging them, so you would be able to track them down easily if needed.

Remove tags

Opposite to the previous one, this action will remove tags that you specify if all the rule conditions are met. Again, please pay attention to cases (testand Test are not the same). You can list as many tags as you’d like in the same line, choose one of the existing ones, or automatically create a new one by typing it out. This is useful to track the tickets where the customer has sent multiple emails before getting a response. You can add a tag when the customer reaches out, add another tag if they send a message again while the ticket contains the first tag, and then remove these two tags when the agent replies (so the flow can work as intended in the future as well).

Reset tags

When used, this action will remove any tags that already exist on a ticket and replace them with the ones that you set in the rule. Again, you can use any of the existing tags, or create new ones (please keep in mind that they are case sensitive). You can also add as many as you need with this action.

Set subject

This action will automatically change the ticket subject if all conditions noted in the rule are met.

Set status

By using this action, you are either closing the ticket or opening it. It is most frequently used when you want to auto-close certain types of tickets (out of office, order confirmation, etc). We always recommend using ADD TAGS with this action as well, so you can easily pull up auto-closed tickets if needed, or exclude them from your stats.

Snooze for

If you want to delay a rule action, you would most likely need to create two rules - first one that would snooze the ticket for a certain time period, and then the second one that would trigger on WHEN ticket snooze delay ends. This action is also useful if you want to avoid sending satisfaction surveys to a certain type of email/chat tickets (for example, email correspondence that you have with your suppliers). Since the survey will be sent only if the last agent response is less than a week ago, you can create a rule that would automatically snooze the ticket for 8 days after every agent response. Of course, you can specify that this should happen only on tickets that are sent to certain email addresses. Then another rule can be set that would automatically close those tickets when they are unsnoozed. To find out more about our snooze option, please check out this article.

Assign agent

This action is pretty self-explanatory - it will automatically assign a ticket to the specified agent if all the conditions are met. It will then appear in My tickets view to the agent that is assigned to the ticket. It should be used only if you have one agent who is specialized in certain tickets (for example, social media). It cannot be used interchangeably for multiple agents - you should use ASSIGN TEAM for that.

Assign team

If you want to use our auto-assignment feature, you first need to create teams, and then create rules that would assign certain tickets to teams. When the rule triggers, the ticket gets assigned to the specified team, and then the auto-assignment feature assigns it to an agent from that team, based on the round-robin system. If you have a rule like this enabled, but don’t have the auto-assignment option turned on, the ticket will just stay assigned to a team. In that case, the ticket will not appear in My tickets view for either of the agents on the team. However, you can create a view that will show all tickets assigned to a certain team.

Delete ticket

Using this action will automatically delete tickets that meet all the conditions specified in the rule. We highly advise auto-closing tickets (by using SET STATUS) instead of this option. If the rule fires on the wrong kind of ticket, you will not be able to retrieve the deleted tickets (and neither will we). Using auto-close instead of deleting the ticket does not mean that we will charge for those tickets. As long as the ticket hasn’t been responded to either by an agent or a rule, it will not count towards your monthly/yearly ticket number.

Hide Facebook comment

You can automatically hide a comment on Facebook that contains certain keywords or emoticons. However, please note that we do not recommend using this action on a wide range of comments as they can be registered as spammy by Facebook and deactivate your accounts.

Like Facebook comment

Same as HIDE FACEBOOK COMMENT, it can be used to automatically perform an action on comments with specific keywords or emoticons. If you only like a Facebook comment and do not reply to it, the ticket will not be considered as billable. Again, please use this action with caution, as it may be registered as spammy and can lead to deactivating your account.

The mechanic of the rules

Indentations

Once you create a rule, the first two parts will be WHEN something, THEN something and these two pieces of information are basically all that is needed to create the rule and if once you create them, they are located one below another with no added spacing.

So, once we start adding things to our THEN portion, we can see that it begins to get intended as we go deeper within our rule. So, if we create a rule that looks like this we can see the indentation moving deeper.

A common thing that happens when creating rules that are going to go deeper and deeper is that they will not work as intended. Below is an example of a rule that will only partially work.

This might look like a good rule that will tag tickets with “testing 1” if the channel is Aircall, “testing 2” if the channel is chat, and “testing 3” if the channel is email.

However, the only part that would work here is that the tickets that were created via Aircall will be tagged with "testing1". The other parts of rule will never work because they will be checked only if the ticket channel is Aircall, and then, logically, will fail because one ticket cannot have multiple channels (as it looks only at the first message channel).

So, how do we create a rule that will be used only for tagging purpose without creating 3 separate rules? We just need to keep adding the IF statements using the same then statement.

While all of the rule statements have the same indentation and are not nested within the following THEN statements, the rule will work just fine! By pressing on the first THEN that is pointed out to in the screenshot, we can add as many IF statements as we need.

FAQs

When rules are looking for words, are they case-sensitive?

The rules are case-sensitive only with is and is not. However, the good thing about Gorgias rules is that as soon as you enter a specific word, for instance, TeSt, it will automatically change to test if the rule is not case sensitive, and it will remain as TeSt if it is.

Above is one example of where the word TeSt was entered for both message body is and message body contains one of. As soon as the keyword is confirmed by pressing enter, the word TeSt next to message body contains one of automatically became test. If, however, you change is in the first line to contains one of the keyword will still look like TeSt, but it will not be case-sensitive (it will trigger even if the message body contains 'test').