Inbox rules are now more powerful than ever. We’ve combined Assignment, Tag, Priority and SLA rules so you can trigger multiple actions in a single rule, see all your rules in one place, and have access to a range of more complex and nuanced triggering options.

What’s changed?

All Inbox rules are now in the same place

This makes it easier to manage your Inbox automation, without switching tabs and losing context.

Formerly, the different types of Inbox rules were in separate tabs:

Now, they can all be created and managed from one place, under Automation > Rules:

Multiple actions from a single trigger

With all rules available in one place, it’s now possible to trigger multiple actions from a single event. 🎉

For example, if you’d like to tag, assign, and mark as priority all conversations that contain the keyword ‘cancel’ just define a single trigger, with all three actions:

More flexible events to trigger rules

Rules can now be triggered at specific moments during a conversation:

  • At the start of a new conversation.
  • When someone replies to an outbound chat, post, email or Custom Bot.
  • When a customer replies to an existing conversation.
  • If a new conversation hasn’t been replied to in a specified time.

Powerful filter options

With And/Or filters, rules become flexible enough to fit any situation:

We’ve also added new conditions based on the current state of the conversation:

  • Which team or teammate is currently assigned.
  • Whether it’s inside or outside of your office hours.

Learn more about how to trigger and filter your rules here.

Set conversation attributes with rules

Conversation attributes can also be updated automatically by Inbox rules. For example, if a new message contains keywords like ‘Error’, ‘Bug’ or ‘Glitch’ rules can set the conversation type to ‘Bug’:

New 'Close conversation' action

It's now possible to automatically close a conversation with an Inbox rule. Just select 'Close conversation' from the list of actions:

How do I enable new rules?

Go to Inbox > Automation > Rules and click “I’m ready, switch it on!”:

Or, click the banner from any of the other rules pages:

What happens to my existing rules?

When you enable the new rules:

  • You'll now manage your rules for assignments, tags, priority, and SLAS from one place.
  • Your existing rules will be migrated, including their prioritization, to this new experience.
  • Your rules will work as they have previously — Nothing will be removed. There are two minor changes to be aware of. See below 👇

Two changes to note:

☝️One: After moving your existing rules to the new system, Assignment, SLA and Priority rules based on message content (E.g. ‘message contains’), will be set to trigger only when a customer starts a new conversation, after the first message they send.

If you’d like a rule to fire after every customer reply in a conversation, change the trigger to “A customer sends any reply” event, and add a filter for: “Teammate assigned has any value”. This will let the rule be applied at later points in the conversation.

✌️Two: If you use the ‘run_assignment_rules’ API endpoint to manually trigger assignment rules for a conversation, it will have different behaviour depending on if the conversation is inbound (started by a customer message) or outbound (started by a bot or outbound message):

  • Inbound conversations will run the assignment parts of rules that trigger when "A customer starts a new conversation”.
  • Outbound conversations will run the assignment parts of rules that trigger when “A customer replies to outbound content".

If you’d like rules triggered by the API to run for all conversations (regardless of how they were started) set up two rules with the same filters, one for each event.

Best practices for switching to new rules

After switching to the new rules system, we recommend taking a couple of steps to optimise how you manage your rules and take advantage of the new system.

  1. Consolidate any rules with duplicate triggers — Identify any rules performing different actions based on the same conditions. For example: tagging certain conversations and marking them as priority. Then, combine the actions into one rule, and remove the extra rules. This will make it easier to update the rules in future, and give you a shorter list of rules.
  2. Double check when your rules are triggered — Now that you have access to a wider range of events to trigger rules, we recommend reviewing your existing rules, to ensure they fire at the right time for your workflow. If you have rules that you’d like to trigger based on a set of events, just create one rule for each event.
  3. Confirm the priority of your rules — Rules are sorted in the list by their priority, which is the order they’re run when conditions are met. If you’re updating or consolidating rules after switching to the new system, it’s a good idea to ensure they run in the right order.

What’s next?

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