Alert rules
Alert rules decide which records become cases. A rule might be “NPS less than 7”, “state equals VIC”, or “the comment mentions cancelling”. You can also use a rule to set the case’s priority and route it to particular people in your workgroup, so cases reach the right person without anyone sorting them by hand.
You set up alert rules in step 3 of creating a project, after you’ve chosen your trigger variables and workgroup.
How rules are organized
Section titled “How rules are organized”Alert rules are built from rule groups. Each rule group has three parts:
| Part | What it does |
|---|---|
| When | The conditions a record must meet to become a case. |
| Then | What happens to those cases: their Case Priority and who they’re routed to with Route To. Both are optional. |
| Process No Further | Stops processing at this rule group for records that match it. |
You can use several rule groups, for example one for each state, each routed to a different team member.
Build your rules
Section titled “Build your rules”- Click Configure Alert Rules - On the project setup page. A rule group is already in place for you.
- Add conditions - In When, choose a trigger variable, an operator and a value. Add more conditions or groups of conditions as you need, and choose whether they’re joined with AND or OR.
- Set the priority (optional) - In Then, choose a Case Priority: high, medium or low.
- Route the cases (optional) - Choose one or more workgroup members in Route To.
- Add more rule groups (optional) - Click Add rule group.
- Click SAVE
If a condition isn’t finished, you’ll see Check alert rule: “Complete the condition at … before saving alert rules.” Fill it in or delete it.
Reorder or delete rule groups
Section titled “Reorder or delete rule groups”Use the icons at the top right of each rule group:
- Move up and Move down change the order of the rule groups.
- Delete group removes the rule group.
What you can check
Section titled “What you can check”The operators and values you can use depend on the type of trigger variable.
| Trigger variable | Example rule |
|---|---|
| Numeric, such as a rating | NPS is less than 7 |
| Categorical (has a codeframe), such as state | State equals VIC |
| Comment (text with no codeframe) | The comment mentions a Focus Words topic, a danger word, or a keyword |
Comment rules
Section titled “Comment rules”For a comment, choose one of these as the value:
| Option | What it matches |
|---|---|
| FocusWords | Comments that match a Focus Words model, topic or sub topic. In the Focus Words Selector, choose a Model (from your sub account, account or the global models), then optionally a Topic and SubTopic. |
| DangerWords | Comments that contain danger words. In the Danger Words Selector, choose a Model and a Topic. |
| SpecificKeyword(s) | Comments that contain words or phrases you list. |
Routing and priority
Section titled “Routing and priority”- Route To sends matching cases to the members you choose, so they’re assigned without anyone doing it by hand. The list shows the members of the project’s workgroup.
- Case Priority labels matching cases high, medium or low. The priority shows at the top of each case tile, and you can sort cases by it.
Cases that aren’t routed stay unassigned, in Pending, until someone picks them up or an Admin assigns them. See Manage cases.
Process No Further
Section titled “Process No Further”Process No Further stops Case Manager processing once the rule group’s conditions are met.
- Tick it if you only want a subset of records, such as one location out of many, to become cases.
- Leave it unticked if you want to prioritize or route some cases but leave all the others for the workgroup to manage by hand.
Frequently asked questions
Section titled “Frequently asked questions”Why isn’t my variable in the list?
Only trigger variables can be used in alert rules. Add it to Trigger Variables in step 1. See Choose source data.
Why is Route To empty?
It lists the members of the project’s workgroup. Add members to the workgroup first. See Workgroups.
Why are my rules greyed out?
Older projects that use the previous rule builder show “This version of rule builder is outdated. Please create a new project to get the advantages of latest version.” Their rules can’t be changed. Create a new project to use the current rule builder.