Understanding rules conditions and triggers

Understanding rules conditions and triggers

Overview

Rule conditions are the building blocks of your automated workflow in Simpu. They consist of criteria that determine how incoming messages are processed. By defining rule conditions, you can instruct Simpu to perform certain actions on your messages, such as assigning them to specific teammates, applying tags, or triggering other actions.

Simpu's rules consist of three types of conditions:

  • When:

    events that act as triggers, indicating that a rule should begin evaluating the filter conditions.

  • If:

    filters that must be present for the rule to execute the designated actions.

  • Then:

    the resulting actions that take place when the conditions of the rule are satisfied.


TRIGGERS

WHEN - MESSAGE

  • Outbound message is sent as a new conversation: A fresh outgoing message is sent to start a new thread that is not part of an existing conversation.

  • Outbound message is sent for an existing conversation: A reply is sent for an existing conversation/ thread.

  • Inbound message is received as a new conversation: A new message is received either as a fresh conversation or as an ongoing thread.

WHEN - TAG

  • Tag is added: When a conversation is tagged.

  • Tag is removed: When a tag is removed from a conversation.

WHEN- TEAMMATE

  • Assignee is added: When a teammate is assigned to a conversation.

  • Assignee is removed: When a teammate is removed from a conversation.

CONDITIONS

IF - STATUS

  • Conversation is closed: The conversation has been resolved.

  • Conversation is Open: Conversation is unassigned.

IF-RECIPIENT (EMAIL)

  • From field contains: Set specific requirements of the text in the "from" field.

  • To field contains: Set specific requirements of the text in the "To" field.

  • CC field contains: Set specific requirements of the text in the "cc" field.

  • BCC field contains: Set specific requirements of the text in the "Bcc" field.

  • Any field contains: Set specific requirements of the text in any of the fields.

IF-CONTENT

  • Email subject contains- The subject of the email contains a specific requirement.

  • Message has attachments- When a message contains attachments.

  • Message has no attachments- When a message has no attachment.

IF- MESSAGE

  • Message type is - Set a specific channel for the message type e.g. Email, Facebook, WhatsApp.

IF-TEAMMATE

  • Assignee currently is one of- Assignee is one of the people assigned to the conversation.

  • Assignee Currently is not one of- Assignee is not one of the people assigned to the conversation.

IF-TEAMS

  • Assignee currently is one of- Assignee is one of the team members assigned to the conversation.

  • Assignee currently is not one of- Assignee is not one of the team members assigned to the conversation.

THEN (ACTION) - TEAMMATES

  • Assign to a teammate(s)- Conversation is assigned to a specific teammate or group of teammates. you can also choose the method you want it to be assigned, you can learn

  • more about this here.

THEN - ORGANIZATION

  • Add tag: Add a specific tag.

  • Remove tag: Remove a specific tag.

THEN - MESSAGE

  • Reply with a message template- Conversations will be replied with a specific message template, you can also set it to either once or always.

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