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    Create rules based on Standard Text selected
    Idea posted March 20, 2018 by JelsiaoJourneyer, last edited August 15, 2018 by eleepHero, tagged Agent Desktop, System Admin and Configuration 
    60 Views, 1 Comment
    Title:
    Create rules based on Standard Text selected
    User Story / Description:

    We'd like to be able to create a rule based on standard text selected.

    For example: We have a standard text asking customers to confirm if issue is resolved. We'd like to be able to create a rule where if that standard text is selected, then the status can be automatically changed.

    Comment

     

    • Sebastiaan

      It can be done through a business rule where you look through the agent thread and do a regular expression on a part of the content. To exclude previous entries you will have to work with a relative updated date&time. See attached example