Actions with queue rules
Updated
Actions are executed on the messages and profiles when they enter a Queue. In this article, we'll look at each Queue 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 |
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. |