Business Rules 🔃

The Business Rules module of Sagicc will allow you to configure triggers and/or automations in your campaigns, in order to optimize and improve your team's processes by automating some repetitive and frequent tasks. Some of the most frequent use cases for this module are the following:

• Sending customer satisfaction surveys after a ticket has been closed.

• Assigning or transferring a ticket according to the task classification.

• Moving a ticket to a specific campaign after a specific period of time has elapsed.

• Sending a notification to the campaign supervisor when a ticket is escalated.

• Triggering an external webservice to send information to third parties.

Some important points to keep in mind about the Business Rules module are:

• A business rule consists of a set of conditions that must be met for one or more specific actions to be executed.

• The Business Rules module in Sagicc allows us to execute one or more actions associated with one or more conditions, which must be partially or fully met to execute said actions.

• A condition of the Business Rule describes a situation or state that must be met for a particular action to occur. These conditions are related to the properties of the ticket, the customer associated with the ticket, the classification of the ticket task, or specific times associated with the ticket.

• An action (which is the result of evaluating the condition and is linked only to the preceding condition) are terms that define the building blocks of each business rule.

• Trigger-type Business Rules evaluate the conditions and execute the actions immediately after the creation or updating of a ticket or task.

• Automation-type Business Rules evaluate the conditions and execute the actions at a specified time after the ticket has been updated.

• Business Rules will only affect tickets that are in a state different from CLOSED. Once a ticket has been closed, it will not be considered in the evaluation of the rules.

• It is important to consider the order in which conditions are evaluated and the order in which actions are executed, as there may be conflicts in rule execution.

• It is recommended to analyze all Business Rules configured for a specific campaign, as one business rule may interfere with or affect the execution of another business rule.

Sagicc allows adding Business Rules through the side menu by clicking on “Tools” and then on “Business Rules” to access the module.

Sagicc will redirect you to a listing where you can navigate through all existing Business Rules on the platform. For each business rule, you can see basic information such as the name, description, related campaigns, status, and creation date. By clicking the "Add Business Rule" button (in the top right corner), you will be able to view a form to add a new rule to the platform.

In the Options column, by clicking on “Edit”, you can access a specific business rule and modify it. From this column, you can also enable, disable, delete or duplicate an existing business rule.