Gruvi offers three examples when you open Build a rule. They are there because they are the three most teams want first.
Three to start with
- Mark angry messages as high priority.
- Send billing questions to the Billing team.
- Tag Telegram customers as Premium.
Click any of them and Chloe drafts it for you. Each is worth understanding before you publish it.
Flag angry messages as high priority
This rule reads the empathy engine and acts on it. When a message arrives and the sentiment is strongly negative, the conversation is set to High priority.
It is the highest-value rule most teams can make. An unhappy customer waiting is the worst outcome in support, and this moves them up the list before anybody has noticed them.
Send billing questions to the Billing team
Sends the conversation to a team rather than to a person, so whoever is on that team picks it up.
Routing rules only pay off once your teams mean something. If everybody is in one team, a routing rule moves a thread from one pile to the same pile.
Tag customers by the channel they use
Adds a label based on where the customer wrote from. The example tags Telegram customers as Premium.
The value is not the tag itself. It is that you can then filter and report on that group, and find out whether one channel behaves differently from the rest.
When a rule is the wrong answer
Rules are cheap to make and easy to forget about. Three signs you should not make one.
- The condition needs judgment. If you cannot write the test as something Gruvi can check by itself, the job belongs to a skill or to a person.
- It would fire on almost everything. A rule that matches most threads is the same as no rule, with more noise.
- Nobody would notice if it stopped. If you cannot say what goes wrong without it, do not publish it.