Message sent by rule triggers other rule

I'm running into an issue with an automated message triggering a different rule. The case is:

  1. I've set up a rule which triggers on every inbound message received with the condition that it doesn't contain a specific ticket label. If this is the case, the specific ticket label is attached and the customer receives an autoreply.
  2. I've set up a second rule which triggers on every outbound message sent with the condition that it does contain the specific ticket label as described in 1. However, this rule is triggered by the automatic reply, so it automatically removes the ticket label added by the first rule. 

Is there a way to exclude the message sent by the first rule so it doesn't trigger the second rule? Any ideas?


Rule 1

When: "Inbound message is received"


Rule 2

When: "Outbound message is sent"; "Conversation is closed"


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  • 11 mths agoLast active
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