Create and Manage Smart Rules

Smart Rules let you automate repetitive ticket-handling tasks in HappyFox AI Contact Center, such as sending a reminder email, tagging a ticket, or reassigning it, whenever a set of conditions is met. Instead of an agent checking for and acting on these situations manually, a Smart Rule performs one action automatically as soon as its conditions are true.

Available on all plans.

Watch a feature walkthrough

Before you start

You need the Manage Smart Rules permission to see and use this section. If Automate > Smart Rules isn't visible to you, ask your account administrator to grant it.
A Smart Rule performs exactly one action. If you need several actions to run off the same trigger, you'll need a separate Smart Rule for each action, or look at HappyFox Workflows for multi-step automation.

Smart Rule actions

When you create a Smart Rule, you choose one action for it to perform. Actions are grouped as follows:

Action	What it does
Send SMS	Sends a configurable SMS to the recipients you specify. Only available once an account administrator has set up the SMS feature.
Send Email	Sends a customizable email to the recipients you specify.
Add Subscribers	Adds agents as subscribers to the ticket.
Trigger Webhook	Hits a URL/webhook of your choice. Only available once Webhooks are enabled for your account under Apps.
Trigger Workflows	Triggers a HappyFox Workflow. Only available once HappyFox Workflows is set up for your account.
Post to Slack	Posts a condition-based notification to a Slack channel. Only available once Slack is connected.

Action	What it does
Set Status	Sets the ticket's status to the value you specify.
Set Priority	Sets the ticket's priority to the value you specify.
Set Category	Sets the ticket's category to the value you specify.
Add Tags	Adds the tags you specify to the ticket.

Action	What it does
Set Due Date	Sets the ticket's due date to the date you specify.
Clear Due Date	Clears the ticket's due date.

Action	What it does
Set Assignee	Sets the ticket's assignee to the agent you specify.
Set Assignee Dynamically	Sets the assignee based on who created the ticket, or who sent the first or last agent reply.

Create a Smart Rule

Go to Automate > Smart Rules.
Click the + next to the page title, then click Create a SmartRule.
On the Choose Action step, select the action the Smart Rule should perform, then fill in the fields specific to that action (for example, the from name, recipients, subject, and content for Send Email).
Click Next.
On the Set Conditions step, define the conditions that should trigger the Smart Rule, grouped under Match All and Match Any.
Click Next.
On the About step, enter a name and, optionally, a description. Choose a Work Schedule if the rule should only run during specific hours, and choose whether the rule should execute only once when conditions match.
Select the categories the Smart Rule should apply to under Associated Categories.
Confirm Enable Smart Rule is turned on, then click Create Smart Rule.

Note Match All requires every condition to be true for the Smart Rule to run. Match Any requires just one of the conditions to be true. You can combine both groups on the same Smart Rule.

Conditions you can use

When you add a condition, you can match on ticket properties such as Status, Priority, Assignee, Contact Name, Contact Email, Contact Group, Subject, Last Agent Message, Last Contact Message, Due Date, Number of updates, and Time since ticket created, among others.

Configure a Send Email action

The Send Email action sends an email to a contact, agent, or third party when a ticket meets the conditions you set. Configure:

From Name, the name shown to the recipient.
Email Recipients, who the email is sent to. You can insert merge fields for either field using Insert Merge Fields.
Email Subject, the subject line.
Email Content, the body of the email, using the rich text editor.

View, edit, clone, or delete a Smart Rule

Go to Automate > Smart Rules.
Click the name of the Smart Rule you want to review. Its configuration opens in Smart Rule Details, showing its action, conditions, associated categories, and work schedule.
Click Edit to change the Smart Rule, or use the ⋮ menu next to a rule in the list to choose Edit, Clone, or Delete directly.

Warning Deleting a Smart Rule is permanent. Because Smart Rules are reportable, you also can't reuse the name of a deleted Smart Rule for a new one, so choose a different name instead.

Send SMS using Smart Rules › Send email using Smart Rules › Post condition-based notifications to Slack › Automate ticket due dates using Smart Rules ›