‎Actions with Inbound Rules | Sprinklr Help Center

Actions with Inbound Rules

Updated

6 hours ago

Actions are executed on the inbound message or the profile associated with the message. In this article, we'll look at each Inbound Rule Action type and the specific actions within those action types:

Assign a Message to a User/Queue:

Assign a Message to User/Queue Actions are actionable tasks on the message.

Action	Description
Add to Client Queue	Refers to adding the message to a previously created Workspace Level Queue.
Add to Partner Queue	Refers to adding the message to a previously created Global Level Queue.
Assign to User	Refers to assigning the message to a specific user.
Assign to One of the Users	Refers to assigning the message to anyone of the Users or Users in the Group(s).
Direct assign to preferred agent	Refers to directly assign preferred agent to specify content.
Remove from Client Queue	Refers to removing the message from a Workspace Level Queue that was set up previously.
Remove from Partner Queue	Refers to removing the message from a Global Level Queue that was set up previously.
Send Email Notification	Refers to sending an email notification to User(s). You can also add free-form email addresses (non-Sprinklr users) to send an email notification to.
Send Volumetric Trigger Email	Refers to sending email notifications to the Users selected based on the Volumetric Condition that must be first set up under the Basic Information of the Condition Section where you can choose the number of messages received in a specific duration to trigger an email notification. You can also add free-form email addresses (non-Sprinklr users) to send an email notification to.
UnAssign Message	Refers to unassign an assigned message.
Assign	Refers to assign a message to either a work queue or user.
Assign Fairly to One of the Users	Refers to assigning the message based on user/group’s status i.e. availability, the number of messages assigned to each assignee, or other conditions such as the channel, account, etc.
Send Automatic Alert Email	Refers to selecting receivers to send automatic alert email.
Send Automatic Alert Mobile notification	Refers to selecting receivers to send the automatic alert mobile notification.
Send SMS	Refers to selecting receivers to send SMS messages.
Send UI push notification	Refers to selecting receivers to send notifications in their UI.

Change Properties of Message:

Message Property Actions are actionable tasks on the message properties.

Action	Description
Tag	Refers to the descriptive terms (tags) associated with the message; these can be created ad-hoc or within Custom Fields. (See Custom Fields).
Sentiment	Refers to the tone of the message. This could be positive, negative, or neutral.
Priority	Refers to the priority of the message. The number of options and the names of each option can be set up within Administration > Settings > Manage Client Priority.
Status	Refers to the status of the message based on a list created within Administration > Settings > Manage Client.
Spam	Refers to whether the message is spam or not.
Capture State	Refers to set capture state.
Auto-Tag Message	Refers to automatically tagging a message.
Compute message SLA from now	Refers to compute message SLA from now by selecting action.
Mark message as advocate post	Refers to set Mark the message as an advocate post.
Search Pattern and take action	Refers to the search pattern and take action.
Choose Custom Fields to set to default	Refers to choose custom fields to set to default.
Highlight search terms	Refers to the Highlighting of searched terms.
Add to UGC as Media	Refers to set Add to UGC as media.
Add to UGC as Post	Refers to set Add UGC as a post.
Partner Custom Fields	Refers to the Global Level Inbound Message Custom Fields.
Client Custom Fields	Refers to the Workspace Level Inbound Message Custom Fields.
Send Mobile Push Notifications	Refers to the notification sent on the Mobile App.

Properties of the message sender:

Sender Profile Actions are various tasks with action on the message properties.

Action	Description
Tag	Refers to the descriptive terms (tags) associated with the message; these can be created ad-hoc or within Custom Fields (See Custom Fields).
Block Profile	Refers to select an action to block profile.
Add to Client Profile Lists	Refers to adding the message sender to the Workspace level profile lists that have been set up.
Add to Partner Profile Lists	Refers to adding the message sender to the Global level profile lists that have been set up.
Choose Custom Fields to set default	Refers to choosing custom fields to set default.
Partner Profile Properties	Refers to the profile properties setup in Global Level Custom Fields. (See Custom Fields).
Client Profile Properties	Refers to the profile properties setup in Workspace Level Custom Fields. (See Custom Fields).

Control the Visibility of the Message:

Control the Visibility of the Message Actions are various tasks with action on the message relating to message visibility.

Action	Description
Delete Message	Refers to deleting the message.
Hide	Refers to hiding the message.

Universal case actions:

Universal Case Actions are various tasks with actions related to Case Management.

Action	Description
Case Action	Refers to the action to be taken on a Case such as associate, create, or update.
Email Notification	Refers to setting email notifications to a User group.
Copy Assignee To Case	Refers to select actions to copy assignee to a Case.
Due Date	Refers to the date the case is due to be dealt with.
Add Queues	Refers to adding the message to a Queue that has been set up previously.
Remove Queues	Refers to removing the message to a Queue that has been set up previously.
Add Subscribers	Refers to adding a subscriber.
Remove Subscribers	Refers to removing a subscriber.
Archive Case	Refers to whether the message has been archived.
Assignee	Refers to the user assigned to the Case.
Associate Message to CRM Profile	Refers to associate the message to CRM profile.
Partner Profile Properties	Refers to the profile properties setup in Global Level Custom Fields. (See Custom Fields).
Client Profile Properties	Refers to the profile properties setup in Workspace Level Custom Fields. (See Custom Fields).

CRM actions:

CRM Actions are the actions to control the visibility of the message.

Action	Description
Select an Application	Refers to set and select an application to control the visibility of the message.

Create a suggestion from a message:

Create a Suggestion from a Message Actions are actions to create suggestions for a message.

Action	Description
Suggestion Actions	Refers to set suggestion actions and create suggestions.

Copy properties from source to destination:

Sprinklr allows Rules to be configured to copy Custom Field values associated with a Parent post to its Child posts. This helps brands to identify and classify posts in which they have engaged with fans. It also allows brands to perform additional reporting based on the Custom Fields.

Note:

Before you begin, ensure that the parent post has custom field values assigned to it.

If the custom field is of picklist type, ensure that the custom field values have identical values.
If the destination custom field type is picklist, then the source custom field must be picklist.
If the source custom field type is picklist, then the destination custom field can be of type picklist, multi-select picklist, text area, or text.
The custom field values will show up in the dropdown based on the type of source and destination selected.

Action	Description
Copy Action Source	Select the source from which you want to copy the value.
Copy Action Destination	Select the destination to which you want to set the copied value.

Auto respond to a message:

Auto Respond to a Message Actions is an action to auto-respond to a message.

Condition	Description
Send Auto-Response To	Refers to set an auto-response to Twitter, Facebook Page, Line, etc.
Auto Forward	Refers to set an auto-forward to Twitter, Facebook Page, Line, etc.
Auto Waiting Message	Refers to set an auto-waiting to Twitter, Facebook Page, Line, etc.