1) What are automation rules?
Automation rules route, tag, assign, prioritize, and escalate conversations automatically based on channel, intent, message content, and SLA risk.
2) Core rule types to configure first
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Intent-based routing (billing, onboarding, technical)
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Channel-based routing (WhatsApp, Instagram, etc.)
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Priority rules (urgent keywords/customers)
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Escalation rules (risk/sentiment/compliance)
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SLA warning rules (response delay)
3) Rule order strategy
Use this order:
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Block/restricted topics
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Urgent priority rules
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Intent routing rules
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Assignment/queue rules
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Follow-up reminders/SLA triggers
Top-down rule order avoids conflicts.
4) Intent routing setup (recommended)
Example:
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If intent = billing → Queue: Billing Team
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If intent = onboarding → Queue: Success Team
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If intent = technical → Queue: Support L2
Always keep fallback queue: General Support.
5) Priority automation
Set high priority when:
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“refund”, “charged twice”, “legal”, “urgent”, “complaint”
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VIP customer tag
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Repeat contact within short period
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No response after SLA threshold
Then notify team lead automatically.
6) Assignment rules
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Round-robin for normal queue
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Skill-based for technical/billing
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Sticky owner for ongoing conversation
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Reassignment timeout if no first action in X minutes
Keep ownership clear at all times.
Track escalated vs resolved-without-escalation.
8) Rule testing checklist
Before enabling:
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Test with sample messages per intent
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Validate label/priority assignment
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Confirm queue/owner mapping
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Confirm no loop/conflict
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Check audit log event is recorded
Enable rules only after test pass.
9) Common mistakes
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Too many overlapping rules
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No fallback queue
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Missing urgent keyword set
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No SLA triggers
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Changing rules without version notes
10) Monthly optimization workflow
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Review top escalations
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Review misrouted conversations
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Add new intent keywords
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Remove unused rules
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Compare KPI before/after rule changes