Manage incoming messaging items according to rules (Messaging Rules Engine)

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:

  1. Create a messaging folder if you haven't done so already:
    1. In the Web Admin Center, go to Channels > Messaging > Messaging Folders.
    2. Hover your mouse over the Messaging folder and click the Create folder () icon.
    3. Name your folder.
  2. Create or edit a messaging rule, as follows:
    1. Go to Channels > Messaging > Routing Rules.
    2. On the Routing Rules for Messaging page, select an existing rule or click Create New.

    Result: The Edit/New Rule page is displayed.

  3. On the Criteria tab, name the rule.

    Each rule should have a unique name for easy identification.

  4. 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.

  5. 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
  6. 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.

  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.