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  • Name: Name of the Business Rule.

  • Description: It is the objective or purpose of the new Business Rule. It is informative.

  • Campaign: Select one or more campaigns for which the Business Rule will be applied.

  • Rule Type: Select “Trigger” if you want the Business Rule to execute actions immediately after the creation or update of a ticket or task (you can decide under which event the rule will execute in the next field). Select “Automation” if you want the Business Rule to execute actions at a specific time after the ticket has been updated (every hour).

  • Trigger when: This option is only visible if the rule type is “Trigger”. Here you can specify the event for which the rule will execute:

    • When a ticket is created

    • When a ticket is updated

    • When a task is created

 

Conditions

In the second section of the form, you can add the conditions of for the Business Rule. You must will need to define and add one or more conditions that must be met for the rule and its configured actions to execute. These conditions are related to associated with fields or properties of the ticket, customer, tasktasks, surveys, and interactions in Sagicc.

businessrules5.jpgImage Added

To add the conditions, you can use the two available segments: If you add conditions in the “ALL” "ALL" segment, Sagicc will execute the rule actions if all and each of the specified conditions are met. If you add conditions in the “ANY” "SOME" segment, Sagicc will execute the rule actions if at least one of the specified conditions is met.

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  • Column: Name of the field or property that will be evaluated.

  • Operator: It is the comparator with which the “Column” will be evaluated.

  • Value: It is the value with which the selected “Column” value will be compared.

 

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Available properties for COLUMN

 

COLUMNAS DISPONIBLES

ENTITY

PROPERTIES

Ticket

  • Ticket

  • Ticket Type

  • Description

  • Status

  • Priority

  • Next Management

  • Type of Origin Channel

  • Creation Date

  • Update Date

  • Last Interaction Direction

  • Last Interaction Channel

  • Last Interaction Generated By

  • Rating

Customer

  • Document Type

  • Document Number

  • First Last Name

  • Second Last Name

  • First Name

  • Second Name

  • Date of Birth

  • Gender

  • Labels

Task

  • Observations

  • Next Management Date

  • Campaign form fields

Timers

  • Hours since created

  • Hours since opened

  • Hours since transferred

  • Hours since escalated

  • Hours since closed

  • Hours since last agent interaction

  • Hours since last customer interaction

  • Hours since last task

  • Day Time

  • Day of the Week

Survey

  • Response Date

  • Hours since link creation

  • Link Creation Date

  • Link Update Date

  • Creation Date

  • Update Date

SLA

  • Metric Compliance

Task

  • Observations

  • Next Management Date

  • Campaign form fields

 

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Tasks Fields

When selecting a specific campaign for the Business Rule, the fields from the campaign's management form that are of type list or selection will be displayed as available columns.

Account Fields

When selecting a specific campaign, the fields or additional data of the accounts associated with the campaign will be displayed as available columns.

 

Actions

In the third and final section of the form, you can select the action one or more actions you want to be executed if the conditions of the Business Rule are met. Depending on the selected action, Sagicc will ask you for additional information necessary for the execution of the action.

 

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AVAILABLE ACTIONS

Action

Description

Additional Information

Send email notification to the agent

Notifies the agent assigned to the ticket using a template sent to the agent's associated email address.

  • Template: Select the pre-created email template to be used for the notification.

Send email notification to the campaign supervisor

Notifies the campaign's assigned supervisor(s) using a template sent to the supervisor's associated email address.

  • Template: Select the pre-created email template to be used for the notification.

Send email notification to the customer

Notifies the ticket's customer using a template sent to the email address they used to communicate or, if not applicable, to all registered email addresses.

  • Send Method: Choose whether to send the notification to all customer email addresses, to the one that sent the original message that generated the ticket, or to those matching a specific tag.

  • Tag: Enter the value to search for in the customer's contact data tag.

Change ticket status

Updates the ticket status to one of the available options (NEW, OPEN, ESCALATED, TRANSFERRED, or CLOSED).

  • Status: Select the new ticket status.

Change ticket priority

Updates the ticket priority to one of the available levels (LOW, MEDIUM, or HIGH).

  • Priority: Select the new ticket priority

Trigger Webhook

Sends an HTTP request to the specified URL or endpoint. It can send a default payload with all ticket-related information or include custom HEADER and BODY.

  • Method: Choose the HTTP method for the request.

  • URL: Enter the webhook's endpoint URL.

  • User: Enter the authentication username (if applicable).

  • Password: Enter the authentication password (if applicable).

  • API Key: Enter the API Key for security. Sent as an "Authorization ApiKey" header.

  • Request Body: Write the request body in JSON format.

Reassign/Transfer ticket

Changes the ticket's assigned user to a specified user.

  • User: Select the new user assigned to the ticket.

Move ticket to a different campaign

Changes or moves the ticket to a specific campaign.

  • Campaign: Select the new campaign associated with the ticket.

Send external email notification

Sends a pre-selected template to a specified external email address.

  • External Email Address: Enter the email address to send the notification to.

  • Template: Select the pre-created email template for the notification.

Send message via channel

Sends an interaction through the specified channel to the customer’s valid contact data or the one they used to communicate.

  • Channel: Choose the channel for sending the interaction.

  • Template: Select the template for the interaction.

  • Send Method: Choose whether to send the interaction to all contact data, to the one used for the original message, or to those matching a specific tag.

Distribute ticket among campaign agents

Assigns the ticket to one of the agents in an available state within the ticket's campaign.

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Create task

Adds a task to the ticket with the specified observation.

  • Days for next action: Specify the number of days before the ticket requires further action.

  • Observations: Enter the notes or comments for the ticket management action.

Assign tag to customer

Assigns one or more predefined tags to the customer associated with the ticket.

  • Behavior: Choose whether to replace or add tags to the customer.

  • Tags: Select the tags to assign to the customer.

Assign/Transfer ticket to a bot

Assigns or transfers a ticket from a user to a specific bot to continue interacting with the customer.

  • Bot: Select the bot to transfer the ticket to.

Assign to Customer Bag

Assigns the customer associated with the ticket to a specific user's customer bag for a specific campaign. The customer will have the selected user as their assigned user.

  • Campaign: Select the campaign to which the user belongs.

  • User: Select the new user assigned to the customer.

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