Automating Chat Actions with Azeer Rules: Save Time & Boost Efficiency

Automating Chat Actions with the Rules Feature in Azeer

Automating Chat Actions with the Rules Feature in Azeer

NotesReading Time: 4 minutes

Overview

The Rules feature in Azeer enables teams to automate chat actions based on specific conditions, saving time and improving efficiency. With this feature, users can define triggers, set conditions, and create automated actions, significantly enhancing customer support workflows.


Key Benefits

     
  • Time-Saving Automation: Automate repetitive tasks, such as assigning chats, adding tags, or closing conversations.
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  • Improved Efficiency: Enhance responsiveness by reducing manual intervention in common scenarios.
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  • Consistent Communication: Maintain a uniform and professional approach to customer interactions by incorporating pre-approved templates.
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  • Personalized Engagement: Tailor automated responses based on customer behavior, preferences, or message content.

How the Rules Feature Works

1. Creating Rules

Users can create rules tailored to their workflow with the following parameters:

     
  • Rule Name and Description: Clearly label and describe each rule for easy identification.
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  • Channel Selection: Currently limited to WhatsApp, users can specify the channel where the rule applies.

2. Defining Triggers and Conditions

     
  • Triggers ("When"): Select events that activate the rule, such as:    
           
    • Incoming or outgoing messages
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    • Chat states (e.g., opened, closed, snoozed)
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  • Conditions ("If"): Add conditions to refine rule applicability using:    
           
    • Message text, type, or time
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    • Customer attributes like platform or channel ID
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    • Logical operators (e.g., AND/OR) and comparison options (e.g., equals, contains).
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3. Specifying Actions

     
  • Then: Define actions that occur when the conditions are met, including:    
           
    • Assigning chats to specific agents or teams
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    • Adding or removing tags
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    • Running webhooks for external integrations
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    • Closing or snoozing chats automatically   

Managing Rules

Viewing Rules

     
  • List View: Displays rule names, descriptions, status, and actions.
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  • Search and Pagination: Locate rules quickly, even in large lists.
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  • Status Toggle: Easily enable or disable rules.

Editing and Deleting Rules

     
  • Deletion Only: Due to backend restrictions, editing is not available, but rules can be deleted as needed.
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  • Confirmation Warning: A prompt ensures users understand the impact of deletion before finalizing.



Practical Use Cases

     
  • Automatically assign incoming WhatsApp chats to available team members.
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  • Add relevant tags to conversations based on message content for easier categorization.
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  • Close inactive chats after a set period, reducing clutter in the chat interface.

Conclusion

The Rules feature in Azeer simplifies chat management by automating repetitive tasks, ensuring consistency, and allowing for personalized customer engagement. By leveraging this powerful tool, teams can focus on providing exceptional support while leaving routine tasks to automation.