A simple guide to using Rules in Rasayel for effective conversation management
April 18, 2023
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As your business grows, you may find keeping track of all conversations and activities in your workspace challenging. This can lead to missed opportunities or important information falling through the cracks.
Fortunately, Rasayel offers a solution: Rules. These handy tools allow you to automate certain actions and manage your conversations more efficiently, giving you more time to focus on other important aspects of your business.
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In this article, we will provide a simple step-by-step guide on how to use Rules in Rasayel. We’ll cover everything from creating a new Rule to customizing it to fit your specific needs. So, let’s get started!
What are Rules in Rasayel?
Rules are a powerful feature in Rasayel that allows you to take action on events in your workspace automatically. This ensures that you can focus on the most important conversations without being bogged down by the less important ones.
With rules, you can assign conversations to the right teammate based on their expertise or workload, ensuring that each conversation is handled by the person best suited for it. Additionally, you can snooze or tag a conversation based on its urgency or priority level, ensuring that you never miss an important conversation.
One important feature is the ability to update the conversation status based on certain criteria automatically. For example, you can set it to update based on the amount of time that has passed since the last response.
In addition to Open and Closed, we have 3 more states:
- Unanswered: When a new conversation is created without an assignee or answer.
- Waiting: This status should be used when waiting for a customer’s response.
- Blocked: This is for cases when the conversation is blocked by something else, e.g., when you need your teammate’s help.
Conversation list filters
To modify your Conversation List view, you have the option to filter conversations based on their status (e.g., “Open” or “Unanswered”), or you can select multiple categories as demonstrated below:
All of these features help you manage your conversations more effectively and ensure that you are always on top of your game.
How to use Rules?
Rules in Rasayel can be beneficial in various applications and use cases. Here are some examples of how you can use rules to improve your conversation management:
With rules, you can assign conversations to the right teammate based on their expertise or workload. For example, if a customer has a technical issue, you can assign the conversation to a teammate specializing in technical support. This ensures that each conversation is handled by the person best suited for it, resulting in faster response times and more satisfied customers.
Rules can be incredibly useful in assigning conversations to the right salesperson if you manage a sales team. You can assign leads based on geographic location, industry, or other relevant criteria, ensuring that each salesperson works on the most likely convert leads.
With rules, you can tag conversations based on the nature of the conversation itself. For example, if a customer is interested in a particular product or service, you can tag the conversation with that product or service name. This can help you identify trends and patterns in customer inquiries, which can be useful in shaping your marketing strategy.
Rules can also be useful in managing projects and tasks. For example, you can snooze conversations that are not immediately relevant to the project, ensuring you don’t get distracted by irrelevant conversations. You can also update the conversation status based on the time that has passed since the last response, ensuring that you stay on top of your to-do list.
Rules can also be useful in managing HR-related conversations. For example, you can assign payroll-related conversations to a specific teammate responsible for payroll. You can also tag conversations based on the nature of the conversation, such as “benefits” or “performance review,” which can help you track HR-related issues more efficiently.
How to create rules in Rasayel
- First, click on the “Settings” icon in the left sidebar of your Rasayel workspace.
- Select “Rules” from the drop-down menu.
- Click on the “New Rule” button.
- Choose the event trigger you want to use as the basis for your rule. This can be a phone number, email address, first message content, or channel.
- Set the conditions for the rule. For example, if you want to assign a conversation to a specific teammate, you can set a condition based on the customer’s name or the message’s content.
- Choose the action you want the rule to perform. For example, you can assign the conversation to a specific teammate.
- Save your new rule.
Round Robin assignment rule
The round-robin assignment rule is a small but powerful feature that can save you a lot of time. This rule automatically assigns new conversations to all teammates in sequential order. The order depends on which teammate was last assigned a conversation. This way, new conversations will be distributed evenly across all teammates, and no one teammate will be overwhelmed with conversations.
To use the round-robin assignment rule, follow these steps:
- Create a new rule.
- Set the conditions for the rule if you want to limit the assignment to specific criteria.
- Choose the action you want the rule to perform - in this case, assign the conversation to multiple teammates. This will create a Round Robin sequence.
- Save your new rule.
Rules are a powerful feature in Rasayel that can help you manage your conversations more efficiently. Automating certain actions saves time and ensures that conversations are assigned to the right teammate. The round-robin assignment rule is a small but useful feature that can help distribute conversations evenly across all teammates. By following the steps outlined in this article, you can start using rules in your Rasayel workspace and improve your conversation management.
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