Inbox rules

Inbox Rules in Rasayel allow you to automate actions on conversations based on specific conditions. With Rules, you can:

• Assign conversations to the right teammate automatically.
• Tag conversations based on content or customer attributes.
• Snooze conversations based on urgency or priority.
• Update conversation status based on time elapsed or message conditions.

This helps streamline your workflow, ensuring every conversation is handled efficiently.

How Do Inbox Rules Work?

Conversations can be routed based on:

• Phone number
• Email address
• First message content
• Your channel

Additionally, conversations can have different statuses, including:

• Unanswered – A new conversation without an assignee or response.
• Waiting – When waiting for a customer’s response.
• Blocked – When action is needed from another team member.

How to Create Inbox Rules

Creating a rule in Rasayel is simple. Follow these steps:

1. Navigate to Settings → Inbox Rules.
2. Click Create a New Rule.
3. Choose a Trigger Event (e.g., when a conversation starts, when a tag is added, etc.).
4. Set an Event Condition (e.g., phone number, email, first message content, channel).
5. Define an Action (e.g., assign to a teammate, tag, snooze, update status).
6. Save your rule.

Here's an example of a simple assignment rule:

And here’s how you can tag a conversation based on its content:

Round-Robin Assignment Rule

The Round-Robin Assignment Rule ensures new conversations are distributed evenly among teammates, preventing overload on any one person. To enable it:

1. Create a new rule.
2. Set conditions for when the rule should apply.
3. Choose the action "Assign conversation to multiple teammates."
4. Save the rule.