Add Business Rule

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:

• 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

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.

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

To add a condition, you must specify the following information:

• 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.

Available properties for COLUMN

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.

Available actions

• 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.