What is a trigger (Rule Engine)?

Genesys DX

What is a trigger (Rule Engine)?

Triggers are repetitive system behaviors, such as the commonly used trigger 'a ticket is created in the inbox', that trigger different actions to assign the ticket that was created to a certain agent, forward it, label it and so on. The triggers available for your use are:

When a ticket is created in the inbox
When a end user sends a reply
When an agent sends a reply
When a ticket is closed or opened
When a ticket is assigned or labeled

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