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Send notification by email to the agent: Notifies the agent assigned to the ticket through a template sent by email to the login email.
Send notification by email to the campaign supervisor: Notifies the supervisor(s) assigned to the campaign where the ticket is located through a template sent by email to the login email.
Send notification by email to the customer: Notifies the customer of the ticket through a template sent by email to the email through which the customer communicated or, failing that, to all registered emails.
Change ticket status: Updates the ticket status to one of the available statuses (NEW, OPEN, ESCALATED, TRANSFERRED, and CLOSED).
Change ticket priority: Updates the ticket priority to one of the available priorities (LOW, MEDIUM, and HIGH).
Trigger Webhook: Makes an HTTP request to the specified URL or endpoint. It can send a default frame with all the information associated with the ticket affected by the rule or send a customized HEADER and BODY.
Reassign/Transfer ticket: Changes the user assigned to the ticket to the indicated user.
Move ticket to campaign: Changes the ticket to an indicated campaign.
Send notification by email (external): Sends a previously selected template to an indicated external email.
Send message by channel: Sends an interaction by the indicated channel to the valid contact data that the customer has or to the valid contact data through which they communicated.
Distribute ticket among campaign agents: Assigns the ticket to one of the agents who are available in the ticket's campaign.
Send survey: Sends a survey URL to the customer to rate the service received during the ticket management.
Create task: Adds a task to the ticket with the indicated observation.
Assign a label to the customer: Assigns one or more labels, previously configured in the platform, to the customer related to the ticket.
Assign/Transfer ticket to a bot: Assigns or transfers a ticket from a user to a specific bot, so that it can continue with the assistance.
Assign to Customer Pool: Assign the customer associated with the case to the customer pool of a specific user, for a specific campaign. The customer will have the selected user as their Assigned User.
Enter all the requested information, verify that the information is correct, and click Save to add the Business Rule. If the process was carried out correctly, you will be automatically taken to the list of business rules where you will find the one you just added.
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