Rules allow Amity to automatically perform actions on your behalf. For example, you can create a rule that will send you an email whenever a customer opens a new support ticket (read the tutorial here).
This article covers the following topics:
- How do rules work?
- Rule actions
How do rules work?
Every rule consists of one or more conditions and actions.
Conditions are the rule's criteria. If the conditions are valid when the rule is evaluated then all of the actions will be performed. If a rule is disabled, the rule's conditions will not be evaluated and the actions will not be performed.
Amity automatically evaluates the conditions of every rule in the following situations:
- An account is created or changed
- A ticket is created
- A subscription is created
- A rule is created or changed
- And every 5 hours
If the conditions are valid when the rule is evaluated then all of the actions will be performed. If a rule is disabled, the rule's conditions will not be evaluated and the actions will not be performed.
Rules are executed in the order they appear in the Settings app.
Amity supports the following rule actions:
Add a play
This action will add a play to the specified playbook for the subject account. The play can be assigned to a specific user or the account's assignee.
Add a task
This action will add a task to a subject account. The title, description, and due date can also be added to the task.
Add account tags
This action will add tags to subject account. Existing tags will not be changed.
Add people to marketing system
This action will add all people to a campaign/workflow or mailing list in a marketing automation system of your choice.
This action will email customers when conditions are met. You can configure the message recipients, sender, subject, body. The email will be logged as an engagement.
Note: the email will not be sent if there are no people that match the criteria
Email team members
This action will email team members. You can configure the message recipients, subject, and body.
Remove account tags
This action will remove tags from the subject account.
Send an alert
This action will send an alert when conditions are met. You can configure the alert's title.
Send to an external target
This action will send data to an external target.
Set account properties
This action will change properties in the subject account when the conditions are met.
Set account tags
This action will set account tags to the subject accounts. Existing tags will be overwritten.