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By clicking on the "Add Business Rule" button (upper right corner of the Business Rule list), Sagicc will take you to the form to add a new Business Rule on the platform, where you will need to complete the required fields.
Once on the form to add a new Business Rule, the information will be requested in several sections. In the first section, the following information will be requested:
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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 “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 “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 “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
In the second section, you can add the conditions of the Business Rule. You must add one or more conditions that must be met for the rule and its actions to execute. These conditions are related to fields or properties of the ticket, customer, task, surveys, and interactions in Sagicc.
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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 if all and each of the specified conditions are met. If you add conditions in the ANY “ANY” segment, Sagicc will execute the rule 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 “Column” will be evaluated.
Value: It is the value with which the selected Column “Column” value will be compared.
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Available properties for COLUMN
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ENTITY | PROPERTIES |
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Ticket |
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Customer |
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Timers |
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Survey |
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SLA |
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Task |
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Available Actions
In the third and final section, you can select the action or 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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Action | Description | Additional Information |
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Send email notification |
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to the agent |
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Notifies the agent assigned to the ticket |
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using a template sent |
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to the agent's associated email address. |
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Send email notification |
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to the campaign supervisor |
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Notifies the campaign's assigned supervisor(s) |
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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.
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using a template sent to the supervisor's associated email address. |
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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. |
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Change ticket status | Updates the ticket status to one of the available |
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options (NEW, OPEN, ESCALATED, TRANSFERRED, |
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or CLOSED). |
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Change ticket priority |
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Updates the ticket priority to one of the available |
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levels (LOW, MEDIUM, |
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or HIGH). |
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Trigger Webhook |
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Sends an HTTP request to the specified URL or endpoint. It can send a default |
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payload with all |
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ticket-related information or include custom HEADER and BODY. |
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Reassign/Transfer ticket | Changes the ticket's assigned user to a specified user. |
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Move ticket to a different campaign |
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Changes or moves the ticket to |
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a specific campaign. |
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Send |
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external email notification | Sends a |
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pre-selected template to |
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a specified external email address. |
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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. |
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Distribute ticket among campaign agents |
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Assigns the ticket to one of the agents |
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in an available state within the ticket's campaign. |
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Create task |
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Adds a task to the ticket with the |
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specified observation. |
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Assign tag to customer | Assigns one or more predefined tags to the customer associated with the ticket. |
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Assign/Transfer ticket to a bot |
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Assigns or transfers a ticket from a user to a specific bot |
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to continue interacting with |
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the customer. |
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Assign to Customer |
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Bag | Assigns the customer associated with the |
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ticket to |
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a specific user |
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's customer bag for a specific campaign. The customer will have the selected user as their |
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assigned user. |
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Enter all the requested information, verify that the information is correct, and click Save “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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