Knowledge Center next icon How do i create and configure Rule-based triggers (Basic)?
Aug 22, 2022
2 minutes read

How do i create and configure Rule-based triggers (Basic)?

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.

Resolution

  1. Navigate to Settings -> Triggers -> Rule-based triggers.

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  1. Click on Add trigger.

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  1. Add the conditions on which you want to route the conversation

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  1. 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.

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  1. Now you are ready to save the trigger u have made. Scroll to the top of the screen and click on Save.

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Configuration (Advanced)

For more advanced information on rule-based router configurations, view the "Rule-based routing configuration (Advanced)" article. -> add link to article

Video

Below you can find a video on how you can set up Triggers in Mobile Service Cloud.

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