Inbox rules let you automate actions in conversations for an efficient inbox and optimal customer experience, and each Inbox rule is made up of three types of blocks:
- Triggers (When): trigger events that qualify a rule to start scanning for the filter conditions
- Conditions (If): filters that a conversation or contact must meet in order for the rule to run the actions
- Actions (Then): resulting actions that occur from the rule once conditions are met
This article explains the different triggers, conditions and actions you can use to create your workflows.
To learn how to create new rules and prioritize them, read our guide on automating your Inbox workflows with rules.
Triggers
The When a section contains triggering events, that will cause Gist to start evaluating the conditions of your rule and see if they are met.
Message
| Trigger | Description |
| A customer starts a new conversation | Triggers when a customer has started a new conversation on any channel |
| A customer replies to an in-app message | Triggers when a customer first replies to any outbound chat, post or bot message |
| A customer sends any reply | Triggers every time a customer replies during any conversation |
| A new conversation hasn’t received a reply | Triggers when a new conversation hasn’t received its first reply in a specified time |
| A customer has been unresponsive | Triggers when a customer has been unresponsive for a specified time |
Status
| Trigger | Description |
| Reopened a conversation | Triggers when a conversation is reopened, either from closed or snoozed |
| Snooze expired | Triggers when a snooze expires and conversation is reopened |
Teammates
| Trigger | Description |
| Assignee is changed | Triggers when a conversation is assigned or re-assigned to a teammate or team |
Conversation Tag
| Trigger | Description |
| Tag is added | Triggers when a conversation is tagged |
| Tag is removed | Triggers when a tag is removed from a conversation |
Satisfaction Rating
| Trigger | Description |
| A customer left a satisfaction rating | Triggers when a contact has left a satisfaction rating on any channel |
Conditions
The If section contains the filters you've set that must exist in order for the actions to run.
Conversation
| Condition | Description |
| Channel | Check if the conversation was created in a specific channel(s) |
| Status | Check if the conversation is currently open, snoozed or closed |
| Tag | Check if the conversation has a specific tag(s) |
| Assignee | Check if the conversation is currently assigned to a specific teammate(s)/team(s) |
| Rating | Check if the conversation has been a specific rating(s) by the contact |
Recipient
| Condition | Description |
| From address | Check if the From address of an incoming email conversation matches |
| To address | Check if the To address of an incoming email conversation matches |
Content
| Condition | Description |
| Subject | Check if the Subject line of an incoming email conversation matches |
| Message content | Check if the Message text of the conversation matches. You have an option to choose to include previous messages in the conversation or to only look for the text in the last message sent by the contact |
Website
| Condition | Description |
| Current URL | Check if the page URL (the full URL of the page including root domain) on your website from which the contact has sent the message matches |
| Current URL Path | Check if the path of the page (the text followed by the root domain) on your website from which the contact has sent the message matches |
Contact
| Condition | Description |
| Contact segment | Check if the contact belongs to a specific segment(s) |
| Contact tag | Check if the contact has a specific tag(s) |
| Contact property | Checks if the contact has a property value that matches |
Time
| Condition | Description |
| Message is unreplied after | Check if the contact's message hasn't had a reply in the specified time period. You can choose from minutes, hours and days |
| Business hours | Check if the current time is within or outside of your business hours |
| Day of the week | Check if the current day matches any of the selected ones |
| Time is between specific hours | Check if the current time if within the specified time period |
Actions
The Then section contains the list of actions that will result when all filters are met.
Conversation
| Action | Description |
| Assign to | Assign conversation to a specific teammate or a team. If you select a team, you can also choose to assign directly to the team inbox or assign to an individual teammate within the team using Round-robin routing |
| Add a conversation tag | Add a specific conversation tag |
| Remove a conversation tag | Remove a specific conversation tag |
Status
| Action | Description |
| Reopen conversation | Reopen the conversation |
| Snooze conversation | Snooze the conversation relative to the time the rule is triggered |
| Close conversation | Close the conversation |
| Delete conversation | Permanently delete the conversation |
Priority
| Action | Description |
| Mark as priority | Mark the conversation as priority |
| Remove as priority | Unmark the conversation as a priority |
Message
| Action | Description |
| Reply with a message | Reply with a specific message text. The message would appear as sent by the bot and the text fully support liquid personalisation tags |
| Add an internal note | Add a private note that only your teammates can see. The message would appear as sent by the bot and the text fully support liquid personalisation tags |
Contact tag
| Action | Description |
| Add a contact tag | Add a specific contact tag |
| Remove a contact tag | Remove a specific contact tag |
Webhook
| Action | Description |
| Trigger a webhook | Trigger a webhook with the conversation data |
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