Adding and editing rules

You can add and edit rules in Banno Support.

1. Select Settings in the Banno Support navigation, and then select Rule management.
2. Choose an option.
   • Select Add a rule to create a rule.
   • Select the title of an existing rule to edit it.
3. Modify the fields as desired.
   1. Name the rule in the Rule title field.
      The Rule title is a customizable title used by your team to refer to each rule. Up to 75 characters can be entered in the field.
   2. Choose a condition for the When field.
      The When field contains a list of conditions that can trigger a rule. Many conditions produce secondary entry fields that further define the rule.

      A case is assigned to

      The rule is triggered when the case is assigned to a specific assignee. Selecting this option creates a Choose assignee field, which allows you to select from a list of available assignees.

      A case is forwarded to

      The rule is triggered when the case is forwarded to a specific group inbox. Selecting this option creates a Choose group field, which allows you to select from a list of groups that have the Manage conversations permission enabled.

      A new case is created

      The rule is triggered when a new case is created.

      A case is closed

      The rule is triggered when a case's status is set to Closed.

      A message is received that contains

      The rule is triggered when a message is received that contains a specific keyword or phrase. Selecting this option creates the Keyword or phrase field, which allows you to enter custom text that triggers the rule action. The Keyword or phrase text is not case-sensitive, so regardless of capitalization, the rule condition detects the given text.

      A case is tagged with

      The rule is triggered when a case is assigned a specific tag. Selecting this option creates the Choose tag field, which allows you to select from all available tags.

      A user waits for a reply longer than

      The rule is triggered when an end user has sent a message and has not received a reply from a Support user within a given amount of time. Selecting this option creates the Number and Choose duration fields, allowing you to enter a number and a unit of time, such as minutes or hours, up to 24 hours.

      In addition, you can choose whether to activate Apply to support hours only. When Apply to support hours only is active, only time that passes during support hours counts toward that rule. When the toggle is deactivated, all passing time can count toward the rule even during times when your support team might not be working.

   3. Choose a condition for the Then field.
      The Then field contains a list of actions that can be performed when a given condition is fulfilled. Many actions produce secondary entry fields that further define the action.

      Assign to

      When the rule is triggered, the case is assigned to a valid assignee. Selecting this option creates the Choose assignee field, where you can select from the list of valid assignees.

      Forward to

      When the rule is triggered, the case is forwarded to a group inbox. Selecting this option creates the Choose group field, where you can select from all groups that have the Manage conversations permission enabled.

      Tag with

      When the rule is triggered, the case is assigned a specific tag. Selecting this option creates the Choose tag field, where you can select from all available tags.

   1. If desired, select Add another result as many times as needed to complete the action sets.
      
      

      

      
      
4. If you are ready for the rule to go into effect immediately, select the Set this rule's status to active toggle.
5. Select Save.