The messaging rules engine compares the properties of incoming messages against criteria and performs the rule's action when there is a match.
You must have at least one messaging folder to set up routing rules for your messages. To create a folder do the following:
- Create a messaging folder if you haven't done so already:
- In the Web Admin Center, go to .
- Hover your mouse over the Messaging folder and click the Create folder (
) icon.
- Name your folder.
- Create or edit a messaging rule, as follows:
- Go to .
- On the Routing Rules for Messaging page, select an existing rule or click Create New.
Result: The Edit/New Rule page is displayed.
- On the Criteria tab, name the rule.
Each rule should have a unique name for easy identification.
- Select one or more criteria.
Tip: To enter multiple values in a field, type a string and press Enter.
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.
- Accounts
- Phone Number Contains
- Initial Question Contains
- Departments
- Message Type
Result: The rules engine compares incoming items against the criteria and performs the rule's action when there is a match.
- On the Actions tab, choose how to route items when criteria are met:
- Folder, to send the item to a specific folder
- Department, to make the item available to members of a specific department
- On the Actions tab, assign attributes to an item when criteria are met:
- Category
- Status
- Urgency
- Difficulty
Result: Agents can use this information to make decisions about how to handle or organize emails.
- Save the rule.
- Continue to create rules.
- 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.
Rules are applied to your entire Digital DX account.