Genesys DX
Genesys Communities

Rules Articles

How to manage incoming email according to rules (Email Rules Engine)

Required permission: Permission Group > Account > Can Setup Rules Engines

Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Rules > Email Rules Engine Setup.

    Result: The Email Rules Engine window is displayed.

  2. On the Email Rules Engine, click New.

    Result: The New Email Rule window is displayed.

  3. Name the rule.

    Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.

  4. Set criteria.
    • Has Attachment
    • Email Account
    • Email Type
    • Subject Contains
    • Body Contains
    • User Email Address Contains
    • Destination Email Address contains
    • Anywhere Contains. This uses OR logic when looking for matches in any field ... Contains field (Subject or Body or User?s Email Address or Destination Email Address). Enter each string in a separate line in the input field . Strings on a single line are treated as exact matches, while strings on separate lines are treated as logical OR conditions by the engine.
    • Department

    The rules engine compares the properties of incoming email against the criteria and performs the rule's action when there is a match.

    Can you select multiple criteria? Yes. Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.

  5. To route an email when criteria are met, choose the following actions:
    • Folder, to send the email to a specific email folder
    • Department, to make the email available to members of a specific department
  6. To assign attributes to an email when criteria are met, choose the following actions:
    • Category
    • Status
    • Custom Field 1 or 2

    Result: These attributes are shown to operators as values in columns on the Email panel. Operators can use the information to make decisions about how to handle or organize emails.

  7. Save the rule.
  8. Continue to create rules.
  9. Arrange rules in the order they should be evaluated (Move Up, Move Down).
    Important: Rules are evaluated in the order they appear in the rules list.

How to manage incoming SMS according to rules (SMS Rules Engine)

Required permission: Permission Group > Account > Can Setup Rules Engines

Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Rules > SMS Rules Engine Setup.

    Result: The SMS Rules Engine window is displayed.

  2. On the SMS Rules Engine, click New.

    Result: The New SMS Rule window is displayed.

  3. Name the rule.

    Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.

  4. Set criteria.
    • SMS Account
    • Phone Number Contains
    • Initial Question Contains
    • Body Contains
    • Department

    The rules engine compares the properties of incoming SMS against the criteria and performs the rule's action when there is a match.

    Can you select multiple criteria? Yes. Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.

  5. To route an email when criteria are met, choose the following actions:
    • Folder, to send the SMS to a specific SMS folder
    • Department, to make the SMS available to members of a specific department
  6. To assign attributes to an SMS when criteria are met, choose the following actions:
    • Category
    • Status
    • Custom Field 1 or 2

    Result: These attributes are shown to operators as values in columns on the SMS panel. Operators can use the information to make decisions about how to handle or organize SMSs.

  7. Save the rule.
  8. Continue to create rules.
  9. Arrange rules in the order they should be evaluated (Move Up, Move Down).
    Important: Rules are evaluated in the order they appear in the rules list.

How to route incoming chats

BoldChat gives you a fine level of control over how incoming communications can be directed to specific folders and departments. Routing answers the question "How can I show certain incoming chats to certain operators?"

At the highest level, routing looks like this:

  1. The simplest way to route chats is to associate a Custom Chat Button definition or Chat Window pre-chat form with a Department definition. Incoming chats are routed to operators in an associated department.
  2. If you want all chats to go to a specific chat folder, create folders and set one as the default. All incoming chats will go to the default folder unless Chat Rules are applied.
  3. The entity called Chat Rules gives you added subtlety. You can use Chat Rules to evaluate incoming chats and move them to a folder or assign them attributes such as category or status.
  4. Finally, Premier and Enterprise subscribers can also use Automatic Distribution (ACD) to set up rules that automatically activate chats by placing operators in a chat session without operator interaction. ACD also allows for operator ranking and chat urgency settings. To achieve optimal distribution to appropriate resources, operators can be ranked within a department and departments can be ranked for an operator.
Related Articles

How to manage incoming chats according to rules (Chat Rules Engine)

You can use Chat Rules to evaluate incoming chats and move them to a folder, assign them attributes such as category or status, or assign them an urgency to determine which queued chats are assigned first.

Required permission: Permission Group > Account > Can Setup Rules Engines

  1. From the main menu of the operator client, go to Setup > Rules > Chat Rules Engine Setup.

    Result: The Chat Rules Engine window is displayed.

  2. On the Chat Rules Engine, click New.

    Result: The New Chat Rule window is displayed.

  3. Name the rule.

    Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.

  4. Set criteria.

    The rules engine compares the properties of incoming chats against the criteria and performs the rule's action when there is a match.

    • Custom Chat Window. Apply the rule to chats originating from the selected custom chat window definition.
    • Website. Apply the rule to chats that originate from a source associated with the selected Website definition.
    • Department. Apply the rule to chats that originate from a source associated with the selected Department definition.
    • Language. Apply the rule to chats associated with the selected language, as detected from the visitor's language settings or as set on the Custom Chat Window (pre-chat form).
    • Initial Question Contains. Apply the rule to chats with a pre-chat form where the visitor input for the Initial Question field contains the defined expressions.
    • Auto Answers. Apply the rule to canned messages assigned to Auto Answers according to the following sub-criteria.
      • First Question Contains: Visitor's first question contains the defined expressions
      • Last Question Contains: Visitor's last question contains the defined expressions
      • Any Question Contains: Any of the visitor's questions contains the defined expressions
      • Shown Canned Message: Message included in the visitor's query results
      • Clicked Canned Message: Visitor clicked the message
      • Last Clicked Canned Message: Visitor clicked the message last
      • Rated Positive Canned Message: Visitor rated the message up
      • Rated Negative Canned Message: Visitor rated the message down
    • Mobility. To apply the rule to chats originating from all devices, select both Desktop/Laptop Visitor and Mobile Visitor.

    Can you select multiple criteria? Yes. Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.

  5. To route a chat when criteria are met, choose the following actions:
    • Folder: Send a chat to a specific chat folder.
    • Department: Make the chat available to members of a specific department.
  6. To route queued chats according to urgency when criteria are met, set an Urgency.
    • Incoming items with a higher urgency setting will be distributed before those with a lower setting.
    • When urgency is the same for multiple items in the queue, operators will receive the item from the department for which they have the highest priority.
    • Chat rule urgency prevails over department-level urgency (see How to determine which queued chats are assigned first (Urgency))
    • No Change indicates the rule will not change the urgency of the item.
  7. To route queued chats according to their difficulty, set the difficulty factor and select the Difficulty checkbox.
    • Chats are assigned the default difficulty factor of 1 when difficulty-based routing is not set.
    • Chat rule difficulty prevails over department-level difficulty.

    See How to assign chats based on their difficulty for details and department-wide configuration.

  8. To assign attributes to a chat when criteria are met, choose the following actions:
    • Category
    • Status
    • Custom Field 1 or 2

    Result: These attributes are shown to operators as values in columns on the chat panel. Operators can use the information to make decisions about how to handle or organize chats.

  9. Save the rule.
  10. Continue to create rules.
  11. Arrange rules in the order they should be evaluated (Move Up, Move Down).
    Important: Rules are evaluated in the order they appear in the rules list.
Chat Rules are applied to your entire BoldChat account.

By default, rules are only run once when created or edited, but not automatically applied when manually transferred to another department. To control rule behavior on transfer between departments, go to Setup > Rules > Chat Rules Engine Setup > Apply rules to department transfers (all services).

Option Rule behavior on transfer
Enabled Rules are automatically rerun when an item moves to a new department.
Disabled Rules are only run when the item is created or edited. You may need to review all existing rules to ensure that rules still behave as expected.
Related Articles

Announcements

Genesys DX/Bold360 End of Life: January 2024

The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.  

Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels. 

Details on the end of life timeline

As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community. 

After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).  

Genesys.com
+1.888.436.3797
Contact us
Products
Company
About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Copyright © 2022 Genesys. All rights reserved.
Terms of Use | Privacy Policy | Email Subscription | Accessibility Feedback | Cookie Preferences