Rules

What are automation rules?

Automation rules are system actions that are automatically executed if predefined conditions are met. They are most commonly used for transferring tickets to certain departments, adding tags, marking tickets as spam, or resolving tickets. Automation rules are generally available in all advanced help desk software and can be action-triggered, time-triggered, or SLA-based.

Rules-feature-LiveAgent

How do automation rules work?

Customer ticketing software that contains automation rules performs periodic background self-checks. If the system finds that the conditions of a certain rule are met, the rule is automatically executed. 

Why are automatic rules important?

Automation rules are extremely beneficial for any business with high ticket volumes because they can execute mundane and repetitive tasks in a short amount of time. The main benefits of automation rules are:

  • Improved efficiency/agent workflow
  • Improved response times
  • Less room for human error
  • Reduced support costs and saved time
Peter Komornik

LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.

Peter Komornik, CEO
logo slido black

What types of automation rules are there in LiveAgent?

Action rules

Action rules are basic action-triggered rules. LiveAgent users can set up a trigger and an action, and when the trigger conditions are met, the action is executed. For example, you can set up a rule that will automatically assign any ticket containing the words “billing” or “payment” to the billing department.

Create-rule-in-LiveAgent

Time rules

Time rules are time conditional and thus are only executed when the time conditions of the rule are met. For example, you can set up a rule that will prompt the system to automatically follow up with a customer if they haven’t responded to your message within a certain period of time, such as 48 hours. 

SLA rules

SLA rules can only be applied to the SLA setup and are bound to SLA levels. An example of an SLA rule could be to change the SLA level of a ticket or to stop other rules from being executed.

Put an end to repetitive tasks

Discover endless automation opportunities with our free-14 day trial. No credit card required.

What can you do with automation rules in LiveAgent?

Rules can be applied when:

  • A ticket is created from an email
  • A ticket is created
  • A ticket’s status changes
  • A ticket is transferred
  • An offline message group is added
  • An agent receives a rating
  • A ticket’s tags change

Conditions that can be applied to rules

  • Subject
  • From
  • Carbon copy
  • Blind carbon copy
  • To
  • Body
  • Ticket status
  • Ticket created (date)
  • Ticket changed (date)
  • Ticket deleted
  • Ticket start referrer URL
  • Ticket priority
  • Last message
  • Assigned agent status
  • Custom field
  • Ticket department
  • Ticket assigned to
  • Customer group
  • Created from invitation
  • Ticket tags

Actions that can be executed by rules

  • Transfer ticket
  • Resolve ticket
  • Delete ticket
  • Change ticket priority
  • Change SLA level
  • Mark as spam
  • Mark as not spam
  • Purge ticket
  • Send answer
  • Change ticket subject
  • Call URL
  • Add tag
  • Remove tag
  • Send mail to
  • Stop other rules
  • HTTP request

What do automation rules look like in practice?

If a rule is applied to a ticket, the change will be displayed in the detailed ticket view (to ensure clear responsibility for ticket handling.) Both admins and agents can see the changes to the ticket made with active rules.

What do automation rules look like in practice? - App - Uploads - 2019 - 09 - Rule.png

How to set up rules in LiveAgent

  1. Log in to LiveAgent.
  2. Click on Configuration (cogwheel icon in the left-hand menu bar).
  3. Click on Automation.
  4. Click on Rules, Time Rules, or SLA (depending on what type of rule you want to create). In this setup guide, we will continue as if you selected Rules.
  5. Click Create.
  6. Check the Status Active checkbox.
  7. Create a name for your rule.
  8. You can leave the Notes section blank, or you can describe the rule in more detail. This field is simply for your convenience.
  9. Select a variable.
  10. Click Add condition group.
  11. Select the conditions according to your liking.
  12. Select the perform action fields according to your liking.
  13. Click Save.
How to set up rules in LiveAgent - App - Uploads - 2021 - 04 - Automation Set Up.png

Benefits of automatic rules

Less room for human error

Automation is precise — humans are not. Eliminate any mistakes that could cost you your customers, revenue, or reputation by cutting out human intervention. The more precise your support is the more satisfied your customers are. 

Improved customer satisfaction

Satisfied customers are the cornerstone of every business, as they affect recommendations, online reviews, word-of-mouth, and sales. As such, every business should strive to keep their customers happy with excellent service, fast response times, and a personalized approach.

  • Partly

    Roman Bosch

    Partly

    It’s a pleasure to have a great portal that improves our customer service.

  • HostingAdvice.com

    Christine Preusler

    HostingAdvice

    LiveAgent empowers our agents to provide better, faster, and more accurate support.

  • covomo

    Karl Dieterich

    Covomo

    LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.

  • HEWO

    Hendrik Henze

    HEWO Internetmarketing

    We have been using LiveAgent since August and we are really satisfied with it.

  • WebMaster Deals

    Razvan Sava

    Webmaster Deals

    Since we are using LiveAgent our response time improved by 60%.

  • XperienceHR

    Taras Baca

    XperienceHR

    Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.

  • TAZAR Group

    Andrej Ftomin

    TAZAR Group

    I have to say, I have never experienced such a professional customer approach.

  • The Workplace Depot

    Matt Janaway

    The Workplace Depot

    We find LiveAgent to be the best live chat solution by far.

  • CSI Products

    Viviane Carter

    CSI Products

    We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.

  • Lucky Bike

    Christian Lange

    Lucky-Bike

    With LiveAgent we’re able to give our customers support wherever they are.

  • Projure

    Jens Malmqvist

    Projure

    I can recommend LiveAgent to anyone interested in making their customer service better and more effective.

  • Websignal

    Catana Alexandru

    Websignal

    I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.

  • All British Casino

    Jan Wienk

    All British Casino

    With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.

  • Norske Automaten

    Allan Bjerkan

    Norske Automaten

    LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!

  • Study Portals

    Sissy Böttcher

    Study Portals

    We like it because it is easy to use and offers great functionality, such as useful reporting features.

  • TypoAssassin

    Peter Koning

    TypoAssassin

    We love LiveAgent - it makes supporting our customers easy.

  • Factorchic

    Aranzazu F

    Factorchic

    We like to offer our customers the best support experience. That’s why we chose LiveAgent.

  • MyFutureBusiness

    Rick Nuske

    MyFutureBusiness

    From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.

  • 123 Nakup

    Vojtech Kelecsenyi

    123-Nakup

    LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.

  • Betconstruct

    Rafael Kobalyan

    Betconstruct

    Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.

  • Atomer

    Martin Drugaj

    Atomer

    We’ve been using LiveAgent since 2013. We can't imagine working without it.

  • AVMarket

    Ivan Golubović

    AVMarket

    It's a cost-effective solution that can help you with a large amount of support requests via different channels.

  • Antalya Consulting Language Center

    Rustem Gimaev

    Antalya Consulting Language Center

    Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.

  • tekRESCUE

    Randy Bryan

    tekRESCUE

    LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...

  • Marietta Corporation

    Timothy G. Keys

    Marietta Corporation

    I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.

  • eFortuna

    Mihaela Teodorescu

    eFortuna

    The support team always responded promptly with quick to implement solutions.

  • TrustPay

    Hilda Andrejkovičová

    TrustPay

    It helps us categorize the nature of the tickets and statistically track what our clients need most.

  • Nay

    Alexandra Danišová

    Nay

    We see LiveAgent as a great tool for communicating with customers.

  • m:zone

    Samuel Smahel

    m:zone

    LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.

  • Volterman

    David Chandler

    Volterman

    Simply put - LiveAgent beats everything out there at this, or even higher, price-points.

Automation rules save time and money

Can you imagine having to follow up on each unanswered ticket manually? Not only would this be an extremely time-consuming task, but it would also be very expensive, and stressful. Thankfully, help desk software like LiveAgent can execute countless automation rules that will save your agents tons of time. Leave the logistics to us, so your agents can focus on what’s important — nurturing customer relationships.

Knowledge base resources

To learn more about automation rules, check out our knowledge base resources:

Youtube video: LiveAgent Webinar 2: Email, Automation, SLA

Ready to create automation rules?

Discover endless automation opportunities with our free-14 day trial. No credit card required. Start your free trial today.

Try LiveAgent Today​

We offer concierge migration services from most of the popular help desk solutions.

3,000+ reviews Trustpilot GetApp G2 Crowd

Frequently asked questions

What are automation rules?

Automation rules are system actions that are automatically executed if predefined conditions are met.

How do automation rules work?

Systems that contain automation rules do periodic background self-checks. If the system finds that the conditions of a certain rule are met, the rule is automatically executed.

Why are automatic rules important?

Automation rules are extremely beneficial for any business with high ticket volumes because they can execute mundane and repetitive tasks in a short amount of time.

    Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.

    ×
    Schedule a one-on-one call and discover how LiveAgent can benefit your business.

    We’re available on multiple dates

    Schedule a demo