HELP FILE

How to manage incoming SMS according to rules (SMS Rules Engine)

Required permission: Permission Group > Account > Can Setup Rules Engines

Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Rules > SMS Rules Engine Setup. The SMS Rules Engine window is displayed.
  2. On the SMS Rules Engine, click New. The New SMS Rule window is displayed.
  3. Name the rule. Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.
  4. Set criteria.
    • SMS Account
    • Phone Number Contains
    • Initial Question Contains
    • Body Contains
    • Department

    The rules engine compares the properties of incoming SMS against the criteria and performs the rule's action when there is a match. Can you select multiple criteria? Yes. 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.

  5. To route an email when criteria are met, choose the following actions:
    • Folder, to send the SMS to a specific SMS folder
    • Department, to make the SMS available to members of a specific department
  6. To assign attributes to an SMS when criteria are met, choose the following actions:
    • Category
    • Status
    • Custom Field 1 or 2

    These attributes are shown to operators as values in columns on the SMS panel. Operators can use the information to make decisions about how to handle or organize SMSs.

  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.
Rules are applied to your entire BoldChat account.