Chat Management: Chat Rules

Section 1: Chat Rules

Definition: Chat Rules are rules that prioritize and tag chats based on specific conditions, helping brands manage and categorize chats more effectively.

Uses: Chat Rules streamline chat prioritization and tagging, improving chat organization and ensuring that chats receive the right level of attention and action.

Steps to Create Chat Rules:

Step 1: Accessing the Chat Rules Page

• Navigate to "Settings" > "Chat Rules" in Agent Assist.

Step 2: Create a New Rule

• Click "Add New Rule."
• Specify the name of the rule.

Step 3: Add Conditions to the Rule

• Define conditions that match the chat that needs to be tagged or prioritized, such as "channel is equal to WhatsApp."

Step 4: Specify Actions for the Rule

• Choose from priority levels: High, Medium, and Low.
• Add tags to categorize chats based on different criteria.

Step 5: Save the Rule

• Click "Save" to save the rule.