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:
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
.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. |