Rule Library

Updated 1 month ago by Amy Elenius

This page includes a few tips on working with rules and a library of rule templates for Gorgias. These are examples of commonly used rules that can be recreated in your account.

If you are interested in seeing these in action please join our webinar on Automations (30mins) hosted by the Gorgias Success team.

How it works

If you need a refresher on what rules are and how they work please see this article.

Naming conventions

We recommend incorporating the primary action into the rule name. This will make it easy to organise and find rules later.

Here is an example of correct naming conventions:

Rule order

Rules will execute in the order they appear in your account (from top to bottom). For this reason we recommend putting auto close rules at the top of your list and auto reply rules at the bottom. This saves auto replies being sent to tickets that will be auto closed.

Default rules

Each Gorgias account is equipped with a selection of generic rules.

If you connect a Shopify integration we will populate an additional rule called Shopify order status. These include Shopify variables and macros. As it contains auto-replies this is disabled by default. Once enabled this rule will reply to order status enquiries automatically including order and tracking information. Neat!

Using Macros in Rules

Macros can be applied automatically as part of a rule. To do this simply add the action Apply macro to your rule.

When a macro includes Shopify actions, these will not be triggered if the macro is applied by a rule

Rules template

Below is a library of commonly used macros including use cases (when to use them), function (what they do) and a screenshot showing example name, message, variables and actions.

Auto close

Social media
Auto Close: IG Story Mention

Use case
Automatically close all instagram direct messages that are mentions notifications.

Action
This rule will:
• close the ticket
• tag the ticket


[Default] Auto Close: Social comments

Use case
Automatically close all social media comments that do not need attention

Action
This rule will:
• close the ticket
• tag the ticket


Auto Close: Instagram Giveaway

Use case
Automatically close tickets that are Instagram comments on giveaway/promo posts

⚠️ You will need to customize this rule by:
• select your social media integration in the message integration field
• replacing the placeholder message body content with your own

Action
This rule will:
• close the ticket
• tag the ticket


Auto Close: No-reply/Thanks

Use case
Automatically close non-support related tickets that don't need human attention

🤖 This rule uses message intents (machine learning) to detect the topic of an enquiry.

Action
This rule will:
• close the ticket
• tag the ticket


Email
Auto Close: Automatic OOO Replies

Use case
Automatically close tickets that are automated 'out of office' replies

Action
This rule will:
• close the ticket
• tag the ticket


Auto Close: Non-support tickets

Use case
Automatically close tickets that are not genuine support enquiries.
eg. notifications from Shopify when an order is placed, notifications from Paypal when a payment is made, etc...

💡 You can further customize this rule by adding:
• adding to the list of customer emails
• replacing/adding to the list of ticket subjects

Action
This rule will:
• close the ticket
• tag the ticket


Auto tag

[Default] Auto Tag: Primary Categories

Use case
Automatically tag tickets based on their topic

This rule uses message intents (machine 🤖 learning) to detect the topic of an enquiry.

Action
This rule will:
• tag the ticket


[Default] Auto Tag: VIP Customer

Use case
Automatically tag tickets based on their topic

This rule uses Shopify data to determine if a customer meets your VIP criteria. By default this is set to $1000+ total spend or 3 orders. This can be customized to suit your business.

Action
This rule will:
• tag the ticket


[Default] Auto Tag: Social sentiments

Use case
Automatically tag tickets based on the customers sentiment

🤖 This rule uses sentiments (machine learning) to detect the sentiment of an enquiry.

Action
This rule will:
• tag the ticket


[Default] Auto Tag: Social Questions

Use case
Automatically tag tickets that user question-based language coming through social media

Action
This rule will:
• tag the ticket


[Default] Auto Tag: Social Leads

Use case
Automatically tag tickets that may be sales leads coming through social media

Action
This rule will:
• tag the ticket


Auto Tag: Return/Exchange Scenarios (message intent)
Use case
Automatically tags tickets that relate to exchanges or returns.

🤖 This rule uses intents (machine learning) to detect the intent of an enquiry.

Action
This rule will:
• tag the ticket


Auto Tag: Discount/Promo Request (message intent)
Use case
Automatically tags tickets that relate to discount requests

🤖 This rule uses intents (machine learning) to detect the intent of an enquiry.

Action
This rule will:
• tag the ticket


Auto Tag: Business hours
Use case
Automatically tag tickets depending on when they were created (either during or outside business hours)

Action
This rule will:
• tag the ticket


Auto Tag: Social - Negative
Use case
Automatically tags tickets that include negative language that come through social channels

🤖 This rule uses sentiments (machine learning) to detect the sentiment of an enquiry.

Action
This rule will:
• tag the ticket


Auto Tag: Mention in internal note
Use case
Automatically tag ticket with an agents name if they are mentioned in an internal note

⚠️ You will need to customize this rule, adding a new condition/action for each agent. To do this add 'IF' conditions after the 'message public is false' condition.

Action
This rule will:
• tag the ticket


Auto Tag: Feedback (message intent)
Use case
Automatically tags tickets that are customers giving feedback, with a different tag depending on feedback being positive or negative

🤖 This rule uses intents (machine learning) to detect the intent of an enquiry.

Action
This rule will:
• tag the ticket


Shopify
Auto Tag: Shipping Scenarios (message intent)
Use case
Automatically tags tickets that relate to shipping, with a different tag depending on the order status in Shopify

🤖 This rule uses intents (machine learning) to detect the intent of an enquiry.

Action
This rule will:
• tag the ticket


Auto Tag: Potential Customers (Email)
Use case
Automatically tags tickets that are product questions from customers who have made an order yet

🤖 This rule uses intents (machine learning) to detect the intent of an enquiry.

Action
This rule will:
• tag the ticket


Recharge

Auto Tag: Subscription Cancel/Change (message intent)(RECHARGE ONLY)

Use case
Automatically tags tickets that relate to canceling or changing a Recharge subscription.

🤖 This rule uses intents (machine learning) to detect the intent of an enquiry.

Action
This rule will:
• tag the ticket


Auto reply

Chat
Auto Reply: Self-service Returns - Return portal

Use case
Automatically sends customers a link to the returns portal, if they make a return request via chat self service.

⚡️ This rule is triggered by an automation in self service and uses a macro as the reply message.
This means that customer will only be sent the returns portal link if the order that are requesting to return is eligible. Learn how to set this up in our
self service article.

Action
This rule will:
• reply to the customer
• tag the ticket



Macro
Use the macro below as a template for your own return portal response.


Auto Reply: Self-service Returns - Cancellations

Use case
Automatically requests further information when a customer makes a cancellation request via chat self service.

⚡️ This rule is triggered by an automation in self service and uses a macro as the reply message.
This means that customer will only be sent the request for further information if the order that are requesting to cancel is eligible. Learn how to set this up in our
self service article.

Action
This rule will:
• reply to the customer
• tag the ticket



Macro
Use the macro below as a template for your own cancellation request response.


Shopify
[Default] Auto Reply: Shopify Order Status

Use case
Automatically respond to order status enquiries from Shopify customers, including tracking information where applicable

💡This rule will send a different response to customers depending on their order status in Shopify.
There are 4 segments of customers and 4 possible outcomes:
Customers with a recent purchase (<20 days) + tracking information for order -> automatic reply will include tracking link and ticket will be automatically closed
Customers with recent purchase (<6 days) + no tracking information for order -> automatic reply will let them know their order is still being processed, to expect tracking information once shipped and ticket will be automatically closed
Customer with recent purchase (>5 days) + no tracking information for order -> no reply will be sent, ticket will be tagged as urgent/not-shipped
Customer does not have any orders -> automatic reply will request further information

Action
This rule will:
• reply to the customer (depending on customer)
• tag the ticket
• close the ticket (depending on customer)


Auto Reply: Preorder

Use case
Automatically reply to order status enquiries that are tagged as 'perorder' in Shopify

Action
This rule will:
• reply to the customer
• tag the ticket


Email
[Default] Auto Reply: Auto-responder

Use case
Automatically reply to new email tickets

Action
This rule will:
• reply to the customer
• tag the ticket


Auto Reply: Auto responder outside business hours email
Use case
Automatically reply to new emails received outside business hours

Action
This rule will:
• reply to the customer
• tag the ticket


Quick replies

These rules are to be used in conjunction with quick replies in chat. For this to work successfully the text in the quick reply button field (chat) must exactly match the text in the message body is field (rule).

Use hyperlinks in your reply to leverage existing pages on your site

Auto Reply: Quick reply FAQ

Use case
Automatically reply when a customer clicks the FAQ quick reply button.

Function
This rule will:
• reply to the customer
• tag the ticket



Auto Reply: Quick Reply - Sizing info

Use case
Automatically reply when a customer clicks the Sizing info quick reply button.

Function
This rule will:
• reply to the customer
• tag the ticket


Auto Reply: Quick Reply - Shipping info

Use case
Automatically reply when a customer clicks the Shipping info quick reply button.

Function
This rule will:
• reply to the customer
• tag the ticket


Auto Reply: Quick Reply - VIP Club

Use case
Automatically reply when a customer clicks the 'VIP Club' quick reply button.

Function
This rule will:
• reply to the customer
• tag the ticket


What do you think? Yay or Nay?