Intro
Within Mobile Service Cloud (MSC) it is possible to set triggers to route conversations. This card is about adding rule-based triggers. Rule-based triggers check the sender and subject of new incoming e-mail conversations for conditions. If the conditions are met, the connected actions are executed. Use rule-based triggers for straightforward automations on bulks of incoming conversations.
Rule-based triggers can only be used to route conversations directly to the archive or the unwanted folder within MSC.
Product
- Mobile Service Cloud
Rule-based triggers
Resolution
- Navigate to Settings -> Triggers -> Rule-based triggers.
- Click on Add trigger.
- Add the conditions on which you want to route the conversation
- Add a tag to the conversation (optional) before it is routed, and choose if the conversation must be directed to the archive, or to the unwanted folder within MSC.
- Now you are ready to save the trigger u have made. Scroll to the top of the screen and click on Save.
Video
Below you can find a video on how you can set up Triggers in Mobile Service Cloud.