Common questions regarding rules

Updated 4 months ago by Tina

There can be several reasons why your rule is not performing as expected. Some of the most common ones are listed here.

  1. Auto-reply rule not triggering on certain email tickets.
    If you notice your auto-reply rule is triggering on some email tickets, but not on others, please check if the email address that received your customer's message is a G Suite Groups one. If yes, keep in mind the following - G Suite Groups email addresses are considered as mailing lists. As such, automatic replies will not work with G Suite Groups email addresses. This is to prevent creating infinite loops of automatic responders auto-responding to each other forever. If you want to enable automatic replies on a G Suite Group email address, please delete it and create a regular Gmail email address instead.
  2. Unable to add a macro with Shopify/ReCharge/webhook action to a rule.
    This is the intended behavior. Macros that have Shopify/Recharge/Webhook actions in them are not usable in rules currently.
  3. Rules with delayed actions
    Setting up a rule that will trigger normally, but apply a certain action only after a set period of time is not possible. All actions will run at the moment a rule is triggered.
  4. How often is a single rule triggered?
    We do not send a single auto-reply more than once per 5 min per customer, to avoid spamming customers with the same message over and over again
  5. How to make sure that my rules are triggering only once?
    If you'd like for the auto-reply rule to be triggered only one time inside the ticket, there is a couple of ways you can achieve this.
    First one would be the 'ticket created' trigger. If your rule is setup to trigger only for ticket created, it would definitely trigger just one time under the ticket, once the initial message arrives.
    The second one is in case you'd like for the auto-reply to trigger for existing tickets as well, not just for the initial customer's message, but make sure it triggers for just one customer message. This can also be convenient for building the rules that are triggering outside your business hours. See the example below.
    Finally, if you have the rule set up to trigger for every new message in the ticket, make sure that you have added the message from agent is false condition. So that the rule is not triggering once users are replying to the ticket.
  6. Can I send the auto-reply to Facebook and Instagram comments?
    Sure thing! The rules can also be set to trigger an auto-response to your Facebook and Instagram comments arriving into Gorgias. As much as this feature seem to be convenient, we do not recommend setting it up since Facebook can detect and flag your messages as spam.
    On the other had, we highly recommend auto-tagging social media comments and also comments with the negative connotation so that they can be dealt in a timely manner and with the highest priority. Check the example below. More info can be found here as well for building the auto-reply rules. You can also check more info here.
  7. How can I create a rule that would trigger just for the customers that have Shopify data?
    The condition that would determine which customers have Shopify data (order history) vs the ones that do not is ticket customer data Shopify customer orders count is greater or equal to 1. This way you can filter the rules (order status inquiries) to trigger just for the customer's whos data can be pulled.
    You can check how it would like inside the rule in the screenshot below.

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