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Rules

1
Trigger a rule by recipient email address
I would like to trigger a rule by recipient email address. Sending a slack notification if the recipient's email address is xxx@xxx.com would be cool.
- Kazim Aydin
- Kazim_Aydin
- 3 mths ago
- 7 replies
- 28
- 1
- Daniela Backman3 mths ago
- Ideas
5
Rule based on 'to' email address
Ability to create a rule based on the TO email address. This is helpful if different departments use Trengo support desk to manage queries, eg. finance.…
- Mark Walls
- Mark_Walls
- 3 mths ago
- 6 replies
- 49
- 5
- Tim B1 mth ago
- Ideas
1
Create new ticket based on sender e-mail address or subject
Since we do use the 'Reopen closed conversations' and 'new ticket when different subject' in E-mail channel we are experiencing some issues with automated mails we receive from for example…
- Eric van Wenkop
- Owner at Kabeldirect.nl 🔌
- Eric_van_Wenkop
- 1 yr ago
- 3 replies
- 39
- 1
- Eric van Wenkop4 mths ago
- Ask the community
1
Rules conditioned on 'Outside Business Hours'
Hi, Within the rules it is possible to condition a rule based on being 'Inside Business Hours' and/or 'Outside Business Hours', which are then also split up by 'Holidays' and 'Outside Holidays'.…
- Tjerk Voortman
- Tjerk_Voortman
- 4 mths ago
- 3 replies
- 22
- 1
- Daniela Backman4 mths ago
- Ideas
0
Value of 'Location Finder' saved in Custom Field
Hi, I've already discussed this with Malik from support. We want to use the 'Location Finder' in our WhatsApp and WebChat Flowbot. On it's own it is doing excactly what we want it to do and based on…
- Tjerk Voortman
- Tjerk_Voortman
- 4 mths ago
- 2 replies
- 9
- Tamara BernerModerator4 mths ago
- Ideas
- Completed
- Completed
2
Elapsed time is ... option to number of seconds.
Currently it is only possible to enter an Elapsed time is .. of minutes, hours and days at Rules. I miss the possibility to apply a rule after eg 20/30 seconds.
- Pascal van de Beek
- Pascal_van_de_Beek
- 1 yr ago
- 2 replies
- 21
- 2
- Paul de Vries1 yr ago
- Ideas
2
Change IVR menu outside business hours automaticly (eg. via rules)
It is not possible to set an IVR menu outside business hours automaticly. We want to use different IVR menu's since urgent calls outside business hours should be routed to our maintenance…
- Kelly de Jong
- Kelly_de_Jong
- 1 mth ago
- 1 reply
- 10
- 2
- Charlotte Beenen2 wk ago
- Ideas
2
New rule action: Change sender
Since we got a few different mail accounts for example (sales@... service@... etc.) customers are not always using the right mail address and that results in tickets not being assigned to the right…
- Eric van Wenkop
- Owner at Kabeldirect.nl 🔌
- Eric_van_Wenkop
- 1 mth ago
- 1 reply
- 7
- 2
- Daniela Backman1 mth ago
- Ideas
2
Rules: Allow elapsed time to be calculated based on the first message
When using an SLA rule which labels conversations based on the elapsed time, the timer resets after every message the customer sends. This means that the SLA isn't calculated based on the first…
- Daniela Backman
- Customer Success Manager
- Daniela_trengo
- 3 mths ago
- 1 reply
- 19
- 2
- Arjan Peters3 mths ago
- Ideas
3
Anonymise contactdata for privacy (AVG/GDPR)
Would be very nice to: - erase the privacy sensitive data of users after a given time period - save the conversation (question/answer/tags) without the profileinfo - make profiles anonymous but keep…
- Raphael
- Raphael
- 4 mths ago
- 1 reply
- 12
- 3
- Marie-Louise4 mths ago
- Ideas
1
Create new Rules trigger - CSAT response
Other systems allow for "customer satisfaction" responses to trigger a follow-up action. In our case, we would like to send an HTML email to all customers who respond positively.…
- Luke Dodd
- Luke_Dodd
- 5 mths ago
- 1 reply
- 14
- 1
- Daniela Backman5 mths ago
- Ideas
1
Rules Improvements - Email
Add option to use multiple strings in the same row. Before: e.g. Message body contains (pipe delimited strings). After: Also, add new condition: "Email subject OR Message Body" This would…
- Luke Dodd
- Luke_Dodd
- 5 mths ago
- 1 reply
- 9
- 1
- Daniela Backman5 mths ago
- Ideas
0
Having the choice to send the CSAT when snoozing tickets
Now a reminder is considered a closed ticket = resolved. When we reminder a ticket, the ticket is not yet resolved. That is why a CSAT does not have to be sent yet.…
- Paul Bergsma
- Paul_Bergsma
- 5 mths ago
- 1 reply
- 13
- Charlotte Beenen5 mths ago
- Ideas
1
Assign a chatbot after a rule
To be able to set a rule that if the message is something like... “I saw this on Facebook” to assign the user to the chatbot. Typically our users have 5-10 typical questions that the chatbot can…
- Joey Caisse
- Joey_Caisse
- 6 mths ago
- 1 reply
- 13
- 1
- Daniela Backman6 mths ago
- Ideas
0
Display a the link/information from Facebook in Trengo when a user clicks the "Whatsapp" button in a post.
In Facebook we can set a post to have a contact link that goes to our Whatsapp for business number. Facebook sends the link to the post in a message that says "I saw this on Facebook".…
- Joey Caisse
- Joey_Caisse
- 6 mths ago
- 1 reply
- 8
- Daniela Backman6 mths ago
- Ideas
0
Flowbot can transfer to Chatbot (and vice versa)... (OR do not require Flowbot to always have a button/action!)
Sometimes we just want the user to talk to us - for example, I have 2 chatbots that talk about very different things. I don't want a user to accidentally get a response about a different subject.…
- Joey Caisse
- Joey_Caisse
- 6 mths ago
- 1 reply
- 8
- Daniela Backman6 mths ago
- Ideas
4
Being able to use the Voice channel in rules
We would like to have the Voice channel selection in the rules configuration. For instance we would like to create a rule that notifies us of a voicemail that has been unanswered for x minutes/hours.…
- Peter Batenburg
- Peter_Batenburg
- 6 mths ago
- 1 reply
- 26
- 4
- Daniela Backman6 mths ago
- Ideas
0
Being able to send direct notifications to Trengo iOS/Android app
We would like to have the possibility to use a rule action to send a direct notification to the Trengo App running on our employees phones. For instance when we have SLA customers contacting us…
- Peter Batenburg
- Peter_Batenburg
- 6 mths ago
- 1 reply
- 6
- Daniela Backman6 mths ago
- Ideas
0
To work more efficiently with automatic rules
Good afternoon Trengo, We would like to do more work with automating the system within Trengo. Example: a customer submits a quotation request and it is desirable that automatic labels are linked to…
- Marco Oosterlaken
- Marco_Oosterlaken
- 1 yr ago
- 1 reply
- 69
- Charlotte Beenen1 yr ago
- Ideas
- Completed
- Completed
0
Message sent by rule triggers other rule
I'm running into an issue with an automated message triggering a different rule. The case is: I've set up a rule which triggers on every inbound message received with the condition that it doesn't…
- Arjan Peters
- Arjan_Peters
- 3 mths ago
- 15
- Ask the community
0
Rules only for specific Teams instead of channels
Would be nice if not only you can create Rules for specific channels but also for Teams as this in some workflows makes more sense and also is easier to structurise.…
- Daniela Backman
- Customer Success Manager
- Daniela_trengo
- 5 mths ago
- 5
- Ideas
2
Add the possibility to set Rules using User parameters.
For example, condition or trigger "When user is assigned". When user XX is assigned AND ticket != Closed AND Time since Received >7 Days, then add label "User XX Urgent" This helps make rules more…
- Luke Dodd
- Luke_Dodd
- 9 mths ago
- 8
- 2
- Ideas
0
New rule: Automatically add time in timelog
Please add a rule that automatically adds X minutes/hours when, for example, you open a ticket or respond to a ticket.
- Daniel Ohlsson
- Daniel_Ohlsson
- 11 mths ago
- 3
- Ideas
0
An effective / clearer notification with @name. Or more precise notification settings.
When someone is @name in a message its important that they are clearly notified but currenltly the message just appears in the Mentioned folder, which could easily be missed.…
- Tim B
- Tim_B
- 1 yr ago
- 17
- Ideas

Rules

Trigger a rule by recipient email address

Rule based on 'to' email address

Create new ticket based on sender e-mail address or subject

Rules conditioned on 'Outside Business Hours'

Value of 'Location Finder' saved in Custom Field

Elapsed time is ... option to number of seconds.

Change IVR menu outside business hours automaticly (eg. via rules)

New rule action: Change sender

Rules: Allow elapsed time to be calculated based on the first message

Anonymise contactdata for privacy (AVG/GDPR)

Create new Rules trigger - CSAT response

Rules Improvements - Email

Having the choice to send the CSAT when snoozing tickets

Assign a chatbot after a rule

Display a the link/information from Facebook in Trengo when a user clicks the "Whatsapp" button in a post.

Flowbot can transfer to Chatbot (and vice versa)... (OR do not require Flowbot to always have a button/action!)

Being able to use the Voice channel in rules

Being able to send direct notifications to Trengo iOS/Android app

To work more efficiently with automatic rules

Message sent by rule triggers other rule

Rules only for specific Teams instead of channels

Add the possibility to set Rules using User parameters.

New rule: Automatically add time in timelog

An effective / clearer notification with @name. Or more precise notification settings.

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