Automatic Rules Overview

Automatic rules allow you to perform various action(s) once a rule's trigger is executed and its conditions (if there are any) are met.

You are welcome to check our rules examples here.

Creating a rule

To create a new automatic rule, navigate in your LiveAgent panel to Configuration > Automation > Rules, and click on the "Create" button.

Rule creation window layout

The rule creation window consists of the following parts:

  1. Rule status - denotes whether the rule is active and can be triggered, or deactivated.
  2. Rule name (mandatory) - name of the rule, it is recommended to choose a unique name for every rule, although multiple rules can have the same name.
  3. Rule note (optional) - additional note to the rule or its description.
  4. Rule trigger (mandatory) - specifies the trigger that executes the rule.
  5. Rule conditions and condition groups (optional) - additional conditions that have to be met so the rule can be executed. Conditions are added within condition groups in which all conditions have to be met, while it is enough to meet just one condition group from multiple groups to execute the rule.
  6. Rule action (mandatory) - defines the action(s) that will be applied after the rule execution, multiple actions can be applied within a single rule.

A full description of every trigger, condition, and action can be found in this article.

Conditions and condition groups

As noted before, you can define in your rules additional conditions that have to be met first to execute a rule. Conditions are added into condition groups. All conditions in a condition group have to be met to apply it, while it is enough to meet just the conditions of one condition group to execute the rule even if multiple groups are defined.

New condition groups are added by clicking on the "Add condition group" button. New conditions to a condition group are added by clicking on the "Add condition" button.

Rules execution order

Rules are in LiveAgent executed in a predefined order based on their trigger, the order in which they are executed is noted in the # Order column. Rules that share the same trigger are in the list so-called grouped into trigger groups. Newly added rules are added to the end of the list, but only within their trigger group, as the actions that trigger rules vary and can happen at different moments. Each trigger group has its own order, and the order of rules within a group can be changed by clicking on the "Change order" button in the "Actions" column.