Automation rules

Automate your inbox workflows with Rules

Rules allow you to automate inbox workflows so your team can spend less time manually adding classifications and closing irrelevant interactions and more time engaging with your customers. Rules can be setup to:

  • Classify messages based on key words, source types, and authors
  • Close messages that do not require engagement
  • Assign messages to available team mates based on capacity and groups

Rules are setup on your Queues, so let's take a look at creating a Queue for your team.

How to create a Queue

Queues capture your inbound Posts, Comments, and Messages from one or more Saved Dives. Once you've created a Queue and started populating it with content, you can create Rules for automation. To create a Queue, navigate to Manage > Settings > Queues and click 'New Queue'.

1321
Lexer tip!
Messages can only belong to one Queue, so try to avoid sourcing different Queues with Saved Dives that overlap. This may explain why your Rules are not actioning a subset of your inbox.

How to create a Rule

With a Queue you can start adding Rules to automatically classify, close, and assign messages. Rules are run against all new inbound messages and apply their outcomes immediately when matched. Rules are run in order of priority (top to bottom) and can be rearranged in your list by drag and drop. Open your Queue, go to the Rules tab, and click 'Add New Rule'.

Conditions for a Rule are specified in the 'When' section at the top, where you can use either the Matching Terms, Source Types, or Authors filters. A new message must match all criteria specified in these fields for the outcomes to be applied. Outcomes for a Rule are chosen in the 'Then' section below, where you can choose to add classifications, update workflow state, or directly assign the message to a team member.

Rules can be created but set to a 'disabled' state to prevent them from running, which can be useful for setting up your Queue without making any changes to messages. Simply click the toggle in the top left corner of each Rule to set its state, and commit those changes by clicking 'Save Rules' at the bottom when you're done.

1320

How to enable Auto-Assignment

Queues allow you to enable auto-assignment for incoming interactions to team mates who are online and have capacity. Navigate to your Queue, go to the Rules tab, and scroll to the bottom of the list. Here you can enable inbox auto-assignment, specify the Group of users that are eligible for assignment, and their max capacity.

Capacity is defined as the total number of interactions currently sitting in your Mine tab of the inbox. For example, if your rule capacity is set to 3, and a team mate has 2 assigned interactions, the Queue will consider them eligible for assignment and give them the oldest waiting message.

771

Customer replies for an open case will be treated slightly differently, in that they are not limited by capacity if the case agent is online. We've created a flow diagram to help explain the logic for auto-assignment:

6187
  • Messages will sit in the assignment queue until agents are online.
  • Agents must belong to Groups specified in auto-assignment Rule.
  • Auto-assignment is only applied to messages from time it is enabled.
  • Capacity can be exceeded by auto-assignment for customer replies to an open case.

FAQ

What permissions are required to create Queues and Rules?

Users need to have the 'Edit Team' permission that typically belongs to Admin or Manager groups.

When do Rules start applying changes to messages in my Queue?

Rules will start actioning messages in your Queue from the moment you create and enable those Rules. In some cases, when the Queue has just been created, the Rules may run over a small set of historic messages. Rules are run at the moment we process a new message.

Can we see who has updated our Queues or Rules?

Yes, the audit log in Measure > Activity > Security will capture creates, updates, and deletes.

How do I test my Rules?

We suggest testing your searches in Listen so you can see which messages match the filters you've built. Run the Saved Dive that is powering your Queue, turn on Closed Messages, and open the date range to last 30 days. Now you can see which historic messages would have matched your new Rule.

How do I create a filter for Name Tag Comments?

Add "word_count:<3" to your Matching Terms filter and specify Source Types of Facebook Comment and Instagram Comment. Here you will find all comments that have fewer than 3 words, including emoji comments, in your Rule.

How do I create a filter for Retweets?

Add "RT" to your Matching Terms filter and specify Source Type of Tweet. Here you will find all Tweets that contain the phrase "RT", which is the prefix of all Retweets in Lexer.

What happens if I release an auto-assigned message?

It will go back into the New queue and will not be auto-assigned again. Someone in your team will need to manually claim ownership of this message.

Do scheduled replies count towards my capacity?

No, messages in the 'assigned', 'in progress', and 'awaiting approval' states will count towards your capacity.

How does this work with the Reroute Replies feature?

Enabling auto-assignments for your Queue will supersede the need for message rerouting, as customer replies will be assigned to case agents if they are online. We suggest disabling the reroute feature in Manage > Settings > Workflow.

Can someone help me setup our Rules?

Yes! Get in touch with Lexer Support and we'll walk you through it.

Updated:
September 20, 2022
Did this page help you?
Thank you! Your feedback has been received!
Oops! Something went wrong while submitting the form, for assistance please contact support@lexer.io
Welcome to Lexer!
Fundamentals
Getting started
Javascript Tag basics
Data Platform
Javascript Tag
Data in the CDXP
Fundamentals
Getting started
Our glossary
Fundamentals
Getting started
Integrations overview
Fundamentals
Integrations
Onboarding data with Lexer
Data Platform
Data Onboarding
Data onboarding process
Data Platform
Data Onboarding
Importing CSV data
Data Platform
Data Onboarding
Importing JSON data
Data Platform
Data Onboarding
Secure file uploads
Data Platform
Data Onboarding
SFTP uploads and exports
Data Platform
Data Onboarding
AWS S3 uploads and exports
Data Platform
Data Onboarding
Lexer's attributes
Data Platform
Data Types
Predictive attributes
Data Platform
Data Types
Lexer API overview
Data Platform
Developer APIs
Understanding APIs
Data Platform
Developer APIs
API authentication
Data Platform
Developer APIs
API rate limits
Data Platform
Developer APIs
Bulk write API
Data Platform
Developer APIs
Profile read API
Data Platform
Developer APIs
Activity overview
Insights
Activity
Team report
Insights
Activity
Cases report
Insights
Activity
NPS report
Insights
Activity
Listen overview
Insights
Listen
Searching in Listen
Insights
Listen
Tier filters
Insights
Listen
Saved dives
Insights
Listen
Boolean search
Insights
Listen
Listen CSV exports
Insights
Listen
Visualize overview
Insights
Visualize
Curate image feed
Insights
Visualize
Respond overview
Engagement
Respond
Identity Resolution
Fundamentals
Getting started
My account
Fundamentals
Setup
Manage team
Fundamentals
Setup
Group permissions
Fundamentals
Setup
Classifications
Fundamentals
Setup
Out of the box segments
Fundamentals
Setup
Lexi AI
Fundamentals
Getting started
Browser guide
Fundamentals
Security
Corporate networks
Fundamentals
Security
Multi-factor authentication
Fundamentals
Security
Single sign-on
Fundamentals
Security
Lexer's ultimate troubleshooting guide
Fundamentals
Troubleshooting
Troubleshooting tech issues
Fundamentals
Troubleshooting
Troubleshooting integrations
Fundamentals
Troubleshooting
Troubleshooting Activate
Fundamentals
Troubleshooting
Troubleshooting Respond
Fundamentals
Troubleshooting
Help! My data is missing from the Hub
Fundamentals
Troubleshooting
Lexer data specification
Data Platform
Data Specification
Customer data specification
Data Platform
Data Specification
Commerce data specification
Data Platform
Data Specification
Marketing data specification
Data Platform
Data Specification
Compliance data specification
Data Platform
Data Specification
Data formatting and validation
Data Platform
Data Specification
Product imagery
Data Platform
Data Specification
Currency conversion
Data Platform
Data Specification
Dataset management
Data Platform
Data Management
Getting started with Logs
Data Platform
Data Management
Respond chatbot API
Data Platform
Developer APIs
Activity API
Data Platform
Developer APIs
Lexer Forms overview
Data Platform
Forms
Form builder workflow
Data Platform
Forms
Form conditional logic
Data Platform
Forms
Form settings
Data Platform
Forms
Form segmentation
Data Platform
Forms
Form response analysis
Data Platform
Forms
Form hidden fields
Data Platform
Forms
Form attribute mapping
Data Platform
Forms
Javascript Tag technical guide
Data Platform
Javascript Tag
Javascript Tag use cases
Data Platform
Javascript Tag
Javascript Tag: Shopify Custom Pixel
Data Platform
Javascript Tag
CRM data
Data Platform
Data Types
Transaction data
Data Platform
Data Types
Email engagement data
Data Platform
Data Types
Experian data enrichment
Data Platform
Data Types
Customer Service data
Data Platform
Data Specification
GDPR and CCPA requests
Fundamentals
Compliance
File upload API
Data Platform
Developer APIs
Segment overview
Insights
Segment
Creating segments
Insights
Segment
Smart Search
Insights
Segment
Profile tab
Insights
Segment
Event Explorer
Insights
Segment
Attribute value types
Data Platform
Data Types
Compare segments
Insights
Compare
Compare attributes
Insights
Compare
Activate overview
Engagement
Activate
Segment activations
Engagement
Activate
Event activations
Engagement
Activate
Activation field mapping
Engagement
Activate
Audience splits
Engagement
Activate
A/B splits
Engagement
Activate
Control group splits
Engagement
Activate
Inbox filtering
Engagement
Respond
Ignored Senders
Engagement
Respond
Forms in Respond
Engagement
Respond
Workflow states
Engagement
Respond
Bulk changes
Engagement
Respond
Scheduled replies
Engagement
Respond
Message templates
Engagement
Respond
Finding conversations
Engagement
Respond
Customer profiles
Engagement
Respond
Grouped messages
Engagement
Respond
Automation rules
Engagement
Respond
Redact messages
Engagement
Respond
Routing customer replies
Engagement
Respond
Interact with comments
Engagement
Respond
Respond workflow tips
Engagement
Respond
Contact Reporting
Engagement
Contact
Contact Queue Filters
Engagement
Contact
Contact WhatsApp Queues
Engagement
Contact
Schedule overview
Engagement
Schedule
Serve overview
Engagement
Serve
Installing Serve
Engagement
Serve
Serve user management
Engagement
Serve
Forms in Serve
Engagement
Serve
Configuring Serve
Engagement
Serve
Serve reports
Engagement
Serve
Serve Currency
Engagement
Serve
Serve POS QR Code
Engagement
Serve
Activate CSV export
Engagement
Activate
Track overview
Insights
Track
Track Tables
Insights
Track
Lexer Product Recommender → Klaviyo Integration
Grow
Lexer Product Recommender → Klaviyo Integration
Where do your best customers live? Use geographic insights to maximize media spend and conversion
Grow
Where do your best customers live? Use geographic insights to maximize media spend and conversion
Suppression audiences: How to use them and maximize your media effectiveness
Enrich
Suppression audiences: How to use them and maximize your media effectiveness
Measure campaign effectiveness: Track your KPIs and report on campaign performance
Enrich
Measure campaign effectiveness: Track your KPIs and report on campaign performance
Converting prospects: Acquire customers from your current, engaged prospect base (and save your ad spend!)
Acquire
Converting prospects: Acquire customers from your current, engaged prospect base (and save your ad spend!)
Understanding customer intent: Effective message personalization for buyers who shop outside their gender
Grow
Understanding customer intent: Effective message personalization for buyers who shop outside their gender
Deepen customer understanding: Use third-party data to identify insights for personalized messaging and increased engagement
Grow
Deepen customer understanding: Use third-party data to identify insights for personalized messaging and increased engagement
Basket analysis: Increasing customer lifetime value through targeted product bundling
Grow
Basket analysis: Increasing customer lifetime value through targeted product bundling
Persona building: Personalize your messaging for maximum return on your campaign investments
Grow
Persona building: Personalize your messaging for maximum return on your campaign investments
Driving customer loyalty: Identify, keep, and grow your most loyal customers
Retain
Driving customer loyalty: Identify, keep, and grow your most loyal customers
Increasing customer lifetime value: Upselling strategies
Grow
Increasing customer lifetime value: Upselling strategies
Reactivating lapsed customers: Retention and growth
Retain
Reactivating lapsed customers: Retention and growth
Welcome offer strategies: Using the Hub for analysis
Acquire
Welcome offer strategies: Using the Hub for analysis
Creating customer forms: Best practices
Enrich
Creating customer forms: Best practices
Connecting your MarTech stack with Lexer!
Enrich
Connecting your MarTech stack with Lexer!
Identifying win-back customers using the Second Last Order: Date attribute
Retain
Identifying win-back customers using the Second Last Order: Date attribute
Understanding customers' purchasing habits: Order Sequence filter
Grow
Understanding customers' purchasing habits: Order Sequence filter
Maximizing customer communications in Respond
Retain
Maximizing customer communications in Respond
Using Product Recommendation in the Hub to encourage repeat purchases
Grow
Using Product Recommendation in the Hub to encourage repeat purchases
Encouraging customer loyalty using birthday campaigns
Retain
Encouraging customer loyalty using birthday campaigns
Increasing customer lifetime value: Converting your one-time buyers into two-time buyers
Grow
Increasing customer lifetime value: Converting your one-time buyers into two-time buyers
Collecting zero-party data using Lexer Forms
Enrich
Collecting zero-party data using Lexer Forms
Measuring your data over time with Track
Enrich
Measuring your data over time with Track
UTM Creation Guidelines
UTM Creation Guidelines
UTM Creation Guidelines
Brand Assets
Brand Assets
Brand Assets
GTM guide to creating marketing materials with Lexer
GTM guide to creating marketing materials with Lexer
GTM guide to creating marketing materials with Lexer
How to use the Lexer Form Builder
How to use the Lexer Form Builder
How to use the Lexer Form Builder
Explore our standard integrations
Explore our standard integrations
Explore our standard integrations
Operating a CDP Practice LP
Operating a CDP Practice LP
Operating a CDP Practice LP
LP Sales Enablement
LP Sales Enablement
LP Sales Enablement
Video Training Courses LP
Video Training Courses LP
Video Training Courses LP
Purpose and Mission
Purpose and Mission
Purpose and Mission
Brand & Marketing LP
Brand & Marketing LP
Brand & Marketing LP
Stage 3 - QBRs and Customer insights
Stage 3 - QBRs and Customer insights
Stage 3 - QBRs and Customer insights
Client Onboarding Journey
Client Onboarding Journey
Client Onboarding Journey
Start your CDP Practice
Start your CDP Practice
Start your CDP Practice
Lexer Messaging
Lexer Messaging
Lexer Messaging
Pain point conversations
Pain point conversations
Pain point conversations
Lexer Ideal Customer Profile & Positioning
Lexer Ideal Customer Profile & Positioning
Lexer Ideal Customer Profile & Positioning
Referral Partner Program Overview
Referral Partner Program Overview
Referral Partner Program Overview
Demo Hub Guide
Demo Hub Guide
Demo Hub Guide