Via Webcare > Rules you will arrive at the rules overview. Here you set rules that should be executed on messages, for example an automatic response when a new message arrives.
- New rule
- New rule: Auto reply
- New rule: State change
- New rule: Auto complete
- New rule: Auto tag
- New rule: Auto assign
- New rule: Keyword forward
- New rule: CRM forward
- New rule: Webhook
New rule
Create a new rule by clicking the button in the top right corner:
Step 1: Here, you can choose which type of rule you want to create.
Step 2: Fill in the basic settings of a rule here, such as the name you want to give the rule, the priority, and which user the action should be executed on behalf of.
Step 3: Here, you can fill in the additional settings of a rule.
Step 4: Here, you'll find a summary of the settings you've filled in the previous steps. Double-check these and then click on 'save'.
Priority
You can set this option in all rules. This determines the order in which rules are executed. This is especially important if you have multiple rules running on the same stream. 1 = highest priority. The maximum value you can give is 999.
New rule: auto reply
With this rule, you can set an automatic reply per stream. Every message that comes into the stream will be answered with a standard response. This rule can be set during or outside of opening hours (or both). Please note! You can only activate the 'automatic message' rule on streams with the 'Conversation' setting.
- First, ensure that your Stream is set to a specific role. You can create a new role with the name 'Send Automatic Message' if needed. Please note! Don't forget to assign this role to a user! If not, also create a new user with the desired email address.
- In the Stream settings, set 'Close conversation after' to 1 hour under General settings. This ensures that contacts with ongoing conversations (marked as completed) also receive an automated message after 1 hour. Conversations only close after x hours, depending on this setting.
- Navigate to 'Rules' on the left menu. Click 'Create New Rule' and choose 'Automatic Replies'.
- Set the 'Status' to active, give your settings a name, select the Stream to which the rule should be applied, and choose a priority, such as 1. Giving a rule priority 1 means it will be applied first. If you have multiple rules, the order may be important. Priority: Determines the order in which rules are executed, which is important when you have multiple rules applied to the same stream. 1 = highest priority, with a maximum value of 999.
- Choose from which user you want the rule to be executed. This is crucial for the rule to function correctly! You can also create a new user as needed. Ensure that this user has the correct role associated with the relevant stream.
- Choose whether you want the rule to proceed to the next step upon successful application. If you don't want it to, choose 'yes' or 'no'. Also, choose whether the rule should proceed to the next step in case of an error, and choose 'yes' or 'no'.
- Specify when you want the rule to be active: always, during business hours, or outside business hours. Don't forget to enter the text that should be sent and click 'Next Step'.
- Review your settings. Is everything correct? If not, click 'Back' to adjust your settings. You can send a WhatsApp message to the number to test whether the rule is working.
New rule: State change
This Rule automatically puts conversations to a different webcare state, based on the content containing certain word(s).
Automatically changes conversations to a different webcare status if the conversation contains certain words. This rule allows you to specify that if a message contains a certain word, it will automatically be given a different status. For example, if you want to save all questions about invoices immediately, you can easily do so with this rule.
- Navigate to Rules via Webcare. Click on '+ New Rule' and choose 'State change'. If you want the Rule to be active immediately, toggle the Status to 'green'. If not, deactivate it to 'red'.
- Give your Rule a 'name', choose the 'stream', and select the 'priority'. Note! The priority determines the order in which rules are executed, which is important if you have multiple Rules running on the same stream. 1 = highest priority, maximum value is 999.
- Specify which user will execute this Rule. These are the users who have access to the respective stream based on their role level. (Many opt for admin). Note! We will execute the rule on behalf of this user, and this name will be visible in the logbook and the statistics dashboard.
- For 'Continue after success' and 'Continue after failure, you can choose 'yes' or 'no', depending on your environment setup. We recommend 'yes' to keep your other Rules running. But if this Rule must work before the other Rules run, set it to 'no'.
- In 'Extra Settings Rule', determine the Keywords. Keywords are exact words and phrases that are matched, and they are not case-sensitive. One matching keyword is sufficient to apply the rule. Logical operators, such as AND, are not supported.
- Select the status 'Completed', 'Marked as spam', or 'Saved' under 'New webcare status'.
New rule: Auto complete
This rule automatically completes a conversation when it only contains mentions from other users (and no text). You can also choose to complete conversations that only contain special characters (even if there is no Facebook mention). Note: this rule is only suitable for Facebook!
- Navigate to Rules via Webcare. Click on '+ New Rule' and choose 'Auto complete'. If you want the Rule to be active immediately, toggle the Status to 'green'. If not, deactivate it to 'red'.
- Give your Rule a 'name', choose the 'stream', and select the 'priority'. Note! The priority determines the order in which rules are executed, which is important if you have multiple Rules running on the same stream. 1 = highest priority, maximum value is 999.
- Specify which user will execute this Rule. These are the users who have access to the respective stream based on their role level. (Many opt for admin). Note! We will execute the rule on behalf of this user, and this name will be visible in the logbook and the statistics dashboard.
- For 'Continue after success' and 'Continue after failure, you can choose 'yes' or 'no', depending on your environment setup. We recommend 'yes' to keep your other Rules running. But if this Rule must work before the other Rules run, set it to 'no'.
- In 'Extra Rule Settings' you determine 'yes' or 'no' in the setting: 'Also complete cases that only contain special characters (also when there are no Facebook mentions)'
New rule: Auto tag
This rule automatically tags a conversation with certain tag(s) if the text contains certain words. You can specify which keywords the rule should trigger on and which tag(s) should be attached to them. Exact words and phrases will be matched, not case-sensitive. One matching keyword is sufficient to apply the rule. Logical operators, such as AND, are not supported.
- Choose the option 'Automatic Tagging'.
- In the 'Basic Settings', determine the Status as 'active' or 'inactive', the name, the relevant stream, and the priority. Note! Priority determines the order in which rules are executed, which is important if you have multiple Rules running on the same stream. 1 = highest priority, maximum value is 999.
- Specify which user will execute this Rule. These are the users who have access to the respective stream based on their role level. (Many opt for admin). Note! We will execute the rule on behalf of this user, and this name will be visible in the logbook and the statistics dashboard.
- For 'Continue after success' and 'Continue after failure, you can choose 'yes' or 'no', depending on your environment setup. We recommend 'yes' to keep your other Rules running. But if this Rule must work before the other Rules run, set it to 'no'.
- In 'Extra Settings Rule', determine the Keywords. Click on the '+' symbol to add them. Specify which tag(s) will be added to the conversation under Tags. Note! Keywords are exact words and phrases that are matched, and they are not case-sensitive. One matching keyword is sufficient to apply the rule. Logical operators, such as AND, are not supported.
New rule: Auto assign
This rule automatically assigns incoming conversations to available agents. A maximum number of conversations per agent can be set. For example, you can specify which roles messages should be automatically assigned to. Additionally, you can choose a maximum number of assigned conversations per agent. Finally, you can also activate a "quick follow-up." If a customer responds quickly, they will receive priority and will be assigned more quickly. You can specify within how many minutes a customer must respond to receive this priority.
Preparation: First, proper preparation is necessary. Follow the checklist below:
- Which stream do you want to automatically assign messages to your agents?
Which role is allowed to be assigned the messages? It works on a role-based level!
- Navigate to Rules via Webcare. Click on '+ New Rule' and choose 'Automatic Assignment'. If you want the Rule to be active immediately, toggle the Status to 'green'. If not, deactivate it to 'red'.
- Give your Rule a 'name', choose the 'stream', and select the 'priority'. Note! The priority determines the order in which rules are executed, which is important if you have multiple Rules running on the same stream. 1 = highest priority, maximum value is 999.
- Specify which user will execute this Rule. These are the users who have access to the respective stream based on their role level. (Many opt for admin). Note! We will execute the rule on behalf of this user, and this name will be visible in the logbook and the statistics dashboard.
- For 'Continue after success' and 'Continue after failure, you can choose 'yes' or 'no', depending on your environment setup. We recommend 'yes' to keep your other Rules running. But if this Rule must work before the other Rules run, set it to 'no'.
- Choose 'Next step'. In 'Extra Rule Settings', determine which Role will receive the assigned message, maximum number of messages, cooldown time, follow-up time option, and time in minutes.
New rule: Key forward
This rule automatically moves conversations to another stream if the content of the conversation contains certain words. You can specify which keywords the rule should trigger on and to which stream the rule should forward them.
- Choose 'Keyword forward'. If you want the Rule to be active immediately, toggle the Status to 'green'. If not, deactivate it to 'red'.
- Give your Rule a 'name', choose the 'stream', and select the 'priority'.
Note! The priority determines the order in which rules are executed, which is important if you have multiple Rules running on the same stream. 1 = highest priority, maximum value is 999. - Specify which user will execute this Rule. These are the users who have access to the respective stream based on their role level. (Many opt for admin).
Note! We will execute the rule on behalf of this user, and this name will be visible in the logbook and the statistics dashboard. - For 'Continue after success' and 'Continue after failure, you can choose 'yes' or 'no', depending on your environment setup. We recommend 'yes' to keep your other Rules running. But if this Rule must work before the other Rules run, set it to 'no'.
- In 'Extra Settings Rule', determine to which stream the conversation will be moved.
Determine based on the Keywords. Click on the '+' symbol to add.
Note! Keywords are exact words and phrases that are matched, and they are not case-sensitive. One matching keyword is sufficient to apply the rule. Logical operators, such as AND, are not supported.
New rule: CRM forward
This rule automatically moves conversations to a stream if the customer who sent the conversation is in a group or contains certain CRM information. You can specify to which stream the rule should forward the messages. Conversations can be forwarded if the user is in a CRM group or based on free field information. You can choose one of the two options.
- Choose 'CRM forward'. If you want the Rule to be active immediately, toggle the Status to 'green'. If not, deactivate it to 'red'.
- Give your Rule a 'name', choose the 'stream', and select the 'priority'. Note! The priority determines the order in which rules are executed, which is important if you have multiple Rules running on the same stream. 1 = highest priority, maximum value is 999.
- Specify which user will execute this Rule. These are the users who have access to the respective stream based on their role level (Many opt for admin). Note! We will execute the rule on behalf of this user, and this name will be visible in the logbook and the statistics dashboard.
- For 'Continue after success' and 'Continue after failure, you can choose 'yes' or 'no', depending on your environment setup. We recommend 'yes' to keep your other Rules running. But if this Rule must work before the other Rules run, set it to 'no'.
- In 'Extra Settings Rule', determine to which stream the conversation will be moved. The conversations are forwarded based on the user in a 'group' or based on 'custom field(s)'. You must choose one of the two options ('group level' or 'custom field(s)'). You can add multiple custom fields by clicking on the '+' symbol. Note! It is not possible to use both options simultaneously. Create a separate Rule in that case.
Group Level:
Custom Field(s):
New rule: Notification to URL (Webhooks)
This Rule sends a webhook notification to a specified URL when a new conversation comes in.
- Select the bottom rule 'Webhooks'.
- Enter the following information:
- Name (for example, webhook)
- Stream - select the stream for which this rule is activated.
- Rule priority (if you have multiple rules, you can determine the order here). Set this rule to priority 1.
- Execute on behalf of user - select the user also entered in the chatbot platform for configuration.
- Leave the other 2 settings on 'Yes'.
- Now click on 'Next Step'. In this screen, enter the link (webhook URL). The webhook URL looks something like this: 'https://app.obi4wan.ai/api/public/webhooks/obiengage/041daxxx-xxx-xxx-ba74-5d900xxx1b28/'. For 'Secret', you can choose whether to add an extra layer of security to your webhook with a shared token or password. In the secret field, enter: 'no' or 'yes'.
- In the next screen, you will see an overview of the set rule. Click on save now. You have now created the rule.
You can now send a test message to the stream where the rule is active to see if this message is picked up.