Rules, macros and closing
Rules that tag, route, reply or hand over by themselves; macros that run several actions with one click; and what an agent must fill in to close a conversation.
Settings (设置) → Automation (自动化) has three parts:
- Rules run by themselves.
- Macros are run by an agent with one click.
- Closing conversations sets what an agent must fill in before closing.
Rules
Only owners and admins can see and change rules. A workspace can have up to 50.
A rule has a trigger, conditions and actions.
When it runs
| Trigger | When | Actions available |
|---|---|---|
| When the customer writes (顾客发来消息时) | Each customer message while the AI is handling the conversation, before the AI answers | Add tag, Assign to team, Raise priority, Send a quick reply, Hand to a person, Close the conversation |
| When handed to a person (对话转人工时) | The conversation starts waiting for a person, before a team is chosen | Add tag, Assign to team, Raise priority, Send a quick reply |
| When waiting for more than X minutes (等人超过 X 分钟时) | The conversation has waited for a person for the set time and nobody has replied yet | Add tag, Assign to team, Raise priority, Send a quick reply |
A waiting rule does nothing once an agent has replied or taken the conversation.
Conditions
Every condition you set must hold. Leave a condition empty to allow any value.
- Channel: website chat, email, WhatsApp, Instagram or Messenger.
- Intent: the topic the AI judged, such as order status or refund status. It is only available for the handoff and waiting triggers, because when a message has just arrived the AI has not read it yet.
- Language: the customer's language. "Chinese" covers both simplified and traditional.
- Market and Customer segment: see Markets and Customers.
- Keywords: any of these words in the customer's latest message. Case does not matter.
- Customer: identified customers only, or anonymous visitors only.
Actions
- Add tag: tags the conversation.
- Assign to team: at hand-over, the rule's team comes before the customer segment's team, the market's team and the AI's routing. In a waiting rule, it moves the waiting conversation to that team.
- Raise priority: High or Top, the same levels as customer segments. The higher of the rule's and the segment's priority counts.
- Send a quick reply: sends a shared quick reply in the customer's language if it has a version for it, filling in
{store_name}and{customer_name}. If the reply has a placeholder only a person can fill, such as{order_number}, it is not sent, and the rule log says so. The customer sees it as a note from your team, not as an AI reply. - Hand to a person: the AI does not answer; the conversation goes to the queue or becomes a ticket.
- Close the conversation: closes it without answering, for example for messages containing "unsubscribe".
Order and repetition
- Every matching rule runs. Rules higher in the list run first, and the first rule that picks a team wins. Use the arrows to reorder.
- A rule runs at most once per conversation. Handoff and waiting rules run once per wait.
- In the inbox, a line under the conversation header shows which rules ran and what they did, for example
Rule "Refunds to a person": Add tag, Send a quick reply, Hand to a person. The rule list shows how many times each rule has run.
Macros
A macro is a list of actions an agent runs on the open conversation from Macros (宏) at the top of the conversation:
- Send a quick reply
- Add tag
- Raise priority
- Assign to team: whoever holds the conversation lets go of it, and it waits for that team. It joins the live queue or becomes a ticket as usual, and the customer is not sent a second acknowledgement.
- Close the conversation, optionally with a close reason
A macro has at most one reply and one ending (close or assign to team). The reply is always sent first and the ending always runs last.
The reply is filled in the same way as a quick reply you pick yourself, and in the customer's language when there is a version. If a placeholder can't be filled, for example {order_number} when the customer has no order, the macro stops and tells you. Write that reply yourself instead.
Everyone can create private macros. Only owners and admins can create shared ones.
Closing conversations
Owners and admins can set:
- Close reasons: a list such as "Resolved", "Duplicate", "No reply needed". When there is a list, Close (结束) in the inbox asks for a reason. The reason is saved with the conversation.
- Closing requires a reason.
- Closing requires at least one tag.
These apply only when a person closes a conversation, by hand or with a macro. They do not apply when the AI closes a conversation, or when a chat closes because the customer went quiet.
Teams and routing
Members and roles, invitations and seats, routing to support teams, assignment modes, working hours, tickets, SLAs, concurrency, and quality review with the leaderboard.
Markets (several countries and currencies)
When one workspace serves several countries, give each market its own currency, hours, team, store policy and limits; anything left empty follows the workspace.