Business rules

What are business rules?

Avoid customer representative dissatisfaction from doing the really boring work. Let some processes to run automatically. Set up business rules in your help desk. Rules help you to make preordained actions in software. Set up conditions and when they met, an action is made. Business rules are often used to transfer a ticket, change ticket priority, send answer, change SLA level, add or remove tags and much more. They save time and bring many benefits. They help agents to stay concentrated.

Learn more about Rules in LiveAgent.

LiveAgent's business rules overview

Frequently asked questions

What are business rules?

Business rules contain detailed instructions on how to perform daily tasks. You can also create rules in the LiveAgent panel. Thanks to this, you will have the possibility of more automated activities. Business rules are usually used to send a ticket, remove or add tags, as well as change the SLA level.

How to create business rules?

To create business rules in your panel, you must go to ‘Configuration’. Then select the ‘Automation’ and ‘Time Rules’ tabs. Thanks to the rules, you can define what kind of tickets should go to specific departments, what tags are to be matched with them, and when the system is to mark tickets as spam.

Why are business rules important?

Business rules are important because they support work automation even more, so that agents do not have to perform unnecessary work and are more effective. Effective rules also help give guidance on how the work should be conducted.

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