‎Conditions applicable with queue rules

Conditions applicable with queue rules

Updated

14 hours ago

Queue Rules allow you to apply actions to messages and profiles when they enter a Queue (or according to the Rule's Trigger). Queue Rules are run on messages at the time that a message enters a Queue. Queue rules necessarily require a trigger to run. They can be run via automatic triggers or can be executed using macros as well. Below, is a list of the Queue Rule Condition types and the specific sub-conditions within those condition types.

The source of the message:

The Source of the Message Conditions are conditions applicable to the source of the message, or where the message is being brought in from.

Condition	Description
Channel	Select a social channel or channels (like Facebook, Twitter, Google+, etc.) as the social network from which the message originates.
Account	Select a specific account that the message has been posted to. You can select multiple accounts or Account Groups as well.
Message Type	Refers to the channel-specific type of message, like a Facebook Post, Twitter Retweet, Google+ Comment, etc. You can also choose between 'Sprinklr Voice Bot Transcript' for automated bot-to-customer conversations and 'Sprinklr Voice Transcript' for agent-involved customer conversations when managing voice interactions in Sprinklr.
Message Subtype	Message Subtype refers to a specified content type, like a Form, Reel, Survey, or Article.
Persistent Searches	Here, you can select a Persistent Search configuration from the existing Monitoring Dashboard Persistent Searches.
Business Hours	Select from saved Business Hours configurations
Account Owner	Select from Users or User Groups to set criteria for the owner of the Account the message is associated with.
Partner Queue	The Partner Level Queues that have been set up.
Client Queue	The Client Level Queues that have been set up.

The properties of the message:

The Properties of the Message Conditions are conditions applicable to the message itself and its properties.

Condition	Description
Text	Set specific words that the message contains, separating entries using OR; the text condition is used for an exact match on all entries.
Title	Refers to the title or subject of the message where applicable.
Tag	Select from existing tag configurations**.
Hashtag	Enter hashtags as criteria for the message.
Spam	Select a Spam setting to apply to messages that have been marked as Spam or messages not marked as Spam as the criteria for this condition.
Country	This condition checks the country the message was sent from.
Is Mention on External Source	Refers to an @-mention of a brand account on a non-owned Facebook page.
Conversation Initiated By	Select Fan or Brand to set criteria for whether the message is part of a conversation started by a brand post or by a fan post.
Language	Select specific languages that the message should be written in for the condition to be met.
Sentiment	Choose a sentiment or sentiments applied to the message.
Status	Select a message Status from existing Statuses.
Priority	Select from message Priorities to set priority criteria for inbound messages.
Is Message Archived	Set an archived status for the message to meet in order to satisfy the condition.
Message Content	Select from available message content types, like Media Only, Fan Mention Only, Fan Mention With Text, Quoted Tweet, Contains Any Media, Emoji Only and Emoji with text to check for the type of content a message contains.
Is Message Added After Account Added in Sprinklr	This condition checks to see if an inbound message was brought into Sprinklr after the correlating account was added to Sprinklr.
Geo-Target Country	This condition checks the targeting properties of the message if the message was geo-targeting specific countries.
Post Type	This condition applies to the inbound message type, like Facebook Post, Twitter Reply, etc.
Assignment Present	Checks if the message has been assigned to a user.
Is Sponsored Post	This condition will check if the message is a sponsored post.
Message has Link	This condition checks if the message contains a link.
Published Status	Checks if the message is published or unpublished.
Message Creation Time is Before/After	Set the date and time to set a condition for message creation time.
Duration between Message Creation Time and Rule Execution Time	Can be used to check if the time period between the message creation time and Rule execution time is greater than or less than a set period of time.
Brand Has Participated in Message Conversation	This condition will check if the message is part of a conversation that the brand account has participated in.
Advocate Has Participated in Message Conversation	Refers to the messages on which the advocate has participated.
Message Has Conversation	Refers to whether the message is a part of the conversation.
Is Brand Mention	Checks if the fan has mentioned the brand account.
Custom Properties	You can select a keyword list that the message contains or doesn't contain.
Message Keywords	You can select a keyword list that the message contains or doesn't contain.
Message Eligible for Direct Assignment	Set the availability status. This condition is used in combination with Direct Assign to Preferred agent action.
Global Custom Properties	Refers to the Global Level Inbound Message Custom Fields. (See Custom Fields).
Workspace Custom Properties	Refers to the Workspace Level Inbound Message Custom Fields. (See Custom Fields).
Is Live Video	Identifies the Live Videos published on Facebook.
Is Promotable	To identify promoted tweets.
Topic Theme	To identify topic themes present in an inbound message.
Theme Tag	To identify the theme tags present in an inbound message.
Referral Ad ID	To identify the referral ad ID present in an inbound message.
Channel Metadata	To update the metadata and tags in a YouTube Video.
Channel Privacy	To filter out Unlisted videos from YouTube when fetching them through inbound rules.
Check For Duplicate Message created	To identify exact duplicate inbound public and private messages on a specific Twitter account in the last x duration.
First Message In Chat Conversation	To identify the first message in a live chat conversation.
Dark Post	To identify the dark posts in an inbound message.
Is Promotable Post Conversation	Refers to all the Promotable Posts along with the comments and replies related to a Promotable post.
Is Dark Post Conversation	Refers to all the Dark Posts along with the comments and replies related to a Dark post.
Is Sponsored Post Conversation	Refers to all the Sponsored Posts along with the comments and replies related to a Sponsored post.

The Profile of the message sender:

The Profile of the Message Sender Conditions are conditions applicable to the message Sender’s Profile.

Condition	Description
Profile Verified	Refers whether the profile is verified or not.
Name	Refers to the name of the sender.
Followers Count	Refers to the number of followers the sender has on the account.
Bio	Refers to the specific words or phrases in the sender’s biography.
Influence Index Score	Refers to the numeric value of the Influence Index.
Spam Index Score	Refers to the numeric value of the Spam Index.
Tag	Refers to the descriptive terms (tags) associated with the message; these can be created ad-hoc or within Custom Fields.
Client Profile List	Refers to the Workspace level profile lists that have been set up.
Partner Profile List	Refers to the Global level profile lists that have been set up.
Sender Age	Refers to the senders' age.
Sender Gender	Refers to the senders' gender is male or female.
Sender Locale	Refers to the selection of languages.
Client Profile Properties	Refers to the profile properties set up in Global Level Custom Fields.
Partner Profile Properties	Refers to the profile properties set up in Workspace Level Custom Fields.
Channel Custom Properties	Refers to the custom properties set up for Facebook.
Contact Email Address	Email address of the message sender.
Check For Duplicate Message created	To identify exact duplicate inbound public and private messages on a specific Twitter account in last x duration.

The profile of the message receiver:

The Profile of the Message Receiver Conditions are conditions applicable to the message Receiver’s Profile.

Condition	Description
Client Profile List	Refers to Workspaces profile lists.
Partner Profile List	Refers to Global profile lists.

Message related to brand posts:

Message Related to Brand Posts Conditions are conditions applicable to the post made by the brand.

Condition	Description
Post Tag	Refers to the tags on the post.
Post Campaign	Refers to the Campaign the post is associated with as set up within the Campaign tab.
Geo. Country Target	Refers to the country the post is geo-targeting.
SAM Asset Used	Refers to the assets used in the post.
Partner Custom Fields	Refers to the Global Level Custom Fields. (See Custom Fields).
Client Custom Fields	Refers to the Workspace Level Custom Fields. (See Custom Fields).

The cases attached to the messages:

The Cases Attached to the Messages Conditions are conditions applicable to the messages received on the posts made by the brand.

Condition	Description
Profile have associated Case with	Refers to the profile if it has an associated Case in the account selected.
Does receiver profile have associated case with	Refers to the receiver profile if it has an associated Case.
Does the message already have an associated case from any account	Refers to the message if it already has an associated case.
Does any message in the conversation have a case associated to it	Refers to any message in the conversation if it has a Case associated with it.
Does message’s' parent message have a case associated to it	Refers to the message's parent message if it has a Case associated with it.
Does the message already have an associated case	Refers to whether the message has already been associated with a Case.
Does the Profile have case associated in the conversation	Refers to whether the profile has a Case associated within the conversation.
Does any message in the conversation have a case associated to it	Refers to whether any message in the conversation thread has a Case associated with it.
Does Receiver Profile have associated case which matches this Custom fields	Refers to whether the messages that you send to your customer have an associated case based on the tagged custom field value.
Keywords	Refers to the specific words or phrases in the message.
Due Date	Refers to the date the Case is due to be dealt with.
#days since the last profile-case association	Refers to the number of days since the last time the profile was associated with a Case.
Case Queues	Refers to the Case Queue the message is or is not in.
Assignee	Refers to the user assigned to the Case.
Case Created From Profile List	Refers to the Case created from the profile list.
Is Archived	Refers to whether the message has been marked as archived.
Associated Fan Messages Count	Refers to the associated fan message count.
Associated Brand Messages Count	Refers to the associated brand message count.
Associated Fan-Brand Messages Count	Refers to the associated fan-brand message count.
Last Fan Interaction Duration	Refers to the last fan interaction duration.
Last Brand Interaction Duration	Refers to the last brand interaction duration.
Last Interaction Duration	Refers to the last interaction duration.
Has Associated CRM Profile	Refers to whether the account has an associated CRM profile.
Fan Messages Count Since Last Brand Response	Refers to fan messages count since the last brand response.
Partner Custom Fields	Refers to the Global Level Custom Fields.
Client Custom Fields	Refers to the Workspace Level Custom Fields.

Volumetric Conditions

Volumetric Conditions set a specific timeline and volume criteria for Rule conditions. The number of messages sent within a set time period must be met in order for the condition to be considered satisfied.

To set volumetric criteria, when creating or editing a Rule condition, select Volumetric Condition checkbox. Set duration for the Volumetric condition in hours.

Next set a volume of messages as a number. If the number of messages that meet the condition matches the volume you've set in the selected duration, the condition will be satisfied.