Help Guide: Setting Up Rule Criteria and Actions

This guide explains how to configure rules for managing incoming messages. Follow these steps to set up the criteria and actions for your messaging workflows.

Section 1: Rule Criteria

Define the conditions that trigger specific actions for incoming messages.

1. Rule Name

   • Provide a descriptive name for your rule to easily identify its purpose (e.g., "Forward Sales Leads").
     
     

2. Select User

   • Choose the user(s) this rule applies to:
     • All: Apply to all users.
     • Specific User: Select a user from the list.
       
       

3. Select Texting Number

   • Choose the texting number(s) the rule applies to:
     • All: Apply to all texting numbers.
     • Specific Number: Select one from the list.
       
       

4. Message Starts With

   • Specify a keyword or phrase that triggers this rule.
   • Example: If set to "INFO," the rule applies only to messages starting with "INFO."
   • Check Anything if the rule should apply to all messages.

Section 2: Rule Actions

Define what happens when the rule criteria are met.

1. Forward to Email

   • Enter the email address where incoming messages should be forwarded.
   • Example: sales@yourcompany.com.
     
     

2. Forward to Mobile

   • Enter the mobile number to forward incoming messages.
   • Example: 1234567890, make sure to prefix country code; e.g. for USA 1234567890
     
     

3. Subject Template

   • Customize the subject line for email forwarding.
   • Example:
     • "You have received a message from %MOBILE%."

4. Email Template

   • Customize the content of the email forwarded.
   • Example:
     • "You have received a text message:: %MESSAGE% from %MOBILE%."
   • Check Include History to attach previous conversation history in the forwarded message.
     
     

5. Default Auto Response

   • Set an auto-reply message for new conversations.
   • Example:
     • "Thank you for reaching out! We will respond shortly."
   • Check Calendar Based Messages to enable time-sensitive responses (e.g., outside business hours).
     
     

6. Reply Auto Response

   • Set an auto-reply for when a user responds to your message.
   • Example:
     • "We’ve received your reply and will follow up soon."
   • Check Calendar Based Messages for time-sensitive replies.
     
     

7. Forward to Webhook

   • Enter a webhook URL to send incoming message data to your system or application.
   • Example:
     • "https://yourdomain.com/webhook-endpoint."
       
       

8. Forward to Salesforce

   • Enable this option to forward messages to Salesforce for lead or case management.
   • Note: Salesforce integration must be configured first in Tools → Salesforce Integration.
     
     

9. Add Mobile to a List

   • Select a predefined list to automatically add the sender’s mobile number for future targeting.
     
     

Save and Activate the Rule

• Once you've configured all criteria and actions, click Save to activate the rule.
• The rule will now process incoming messages based on your setup.

Examples

1. Forward All Messages to Sales Team:

   • Rule Name: Forward to Sales
   • Select Texting Number: All
   • Forward to Email: sales@yourcompany.com
   • Auto Response: "Thank you for your message. Our sales team will contact you shortly."
     

2. Reply to Customer Inquiries During Business Hours:

   • Rule Name: Support Hours Reply
   • Message Starts With: "HELP"
   • Reply Auto Response: "Thank you for reaching out! Our support team is available 9 AM - 5 PM EST."
   • Enable Calendar Based Messages for off-hours replies.