The rule Dispatcher (rule manager) will allow you to automate processing of requests in the system. With its help it is possible to realize:

• automatic change of various parameters of the request according to the specified conditions;
• creation of a chatbot according to specified algorithms;
• distribution of requests by departments and responsible employees depending on their employment and working hours, as well as other related parameters;
• working with existing integrations and integrations created with the help of rules;
• automatic filling of custom fields of the request;
• sending any notifications to users by e-mail and messengers;
• creating complex structures for analyzing information received from customers for classification and further workflow;
• many other processes based on the principle of condition (trigger) - action.

Properly configured system automation allows employees to process requests much faster and not waste time on routine work, such as selecting any parameters in the request, sending template responses, etc.

The dispatcher does not guarantee instant fulfillment of rules and may trigger with a delay!

General information

To create rules, go from the Management to the Manager menu. You can create both a rule and rule groups, allowing you to group rules by category/topic. For example, a group for churn, with webhooks, automation and so on:

When creating multiple rules, think about their structure, actions and conditions and possible impact on other rules, including the order of their execution. Also pay attention to conditions related to changes, answers and comments: only those actions that were performed manually in the request are checked. This means that replies/comments/changes made by other rules will not be checked by the dispatcher. 
 

Types of rules

Rules can be satisfied when different sets of conditions are met:

• all specified conditions are met (conditions "AND" are used);
• any one of the specified conditions is met.

Rules can also be divided into those in which:

• conditions or a set of conditions are specified;
• specify actions or a set of actions that are executed simultaneously.

Once a rule is created, it starts working for all new requests!
 

Rule example: “Change the assignee to a less busy one taking into account the distribution interval”.

By default, when a request arrives, it has no assignee and it is assumed that an employee will pick it up himself or a senior manager will assign a responsible person. However, it is possible to configure the system to distribute requests by assigning them to a less busy operator:

The rule from the example above will distribute the request within one hour to a user in the Employee group with the status “Online” and provided that they have less than five requests in the status “Open” or “In progress” from the selected channels in case the request does not change its status to “Closed” at the time of distribution by the system.