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 for effective conversation management: Rules. It’s a powerful tool to help you automate certain actions and manage your conversations more efficiently.

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 Rasayel’s Rules? #

“Rules” is a conversation management tool in Rasayel that allows you to take action on events in your workspace automatically. For example, you can automatically assign conversations to the right teammate based on their expertise or workload. This will ensure 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.

Another important functionality includes the automatic update of the conversation status based on certain criteria. 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, there are three 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 Assignment #

In Rasayel you can assign conversations both manually and automatically.

Manual assignment: Select a conversation and assign it to a specific team member or team.

Automatic assignment: Create a rule by setting conditions like customer attributes to automatically direct conversations to the appropriate team or individual.

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.

Practical Use Cases of Rules #

Rules in Rasayel can be beneficial in various applications and use cases. Here are some examples of how you can use this feature to improve your conversation management:

Sales #

Rules can be incredibly useful in assigning conversations to the right salesperson if you manage a sales team. Using Rules to auto-assign conversations can increase efficiency and ensure leads are quickly connected with the most appropriate sales representative.

Customer support #

Rules are great for customer support teams. 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.

Marketing #

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.

Project management #

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.

Human resources #

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.

Rules Creation: A Step-by-Step Guide in Rasayel #

First Inbox Rule #

Using Rules in Rasayel is a straightforward process. Let’s get started with your first inbox rule:

1. Click on “Settings” at the left sidebar of your Rasayel workspace.
2. Select “Inbox Rules”.
3. Go to “New Rule”
4. Choose an event trigger.
5. Select an event condition. This can be:
   1. email address
   2. phone number
   3. channel
   4. first message content
6. Set the action 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.
7. Save your new rule.

Round Robin Assignment Rule #

The Round-Robin assignment Rule is a small but effective feature. This rule automatically assigns new conversations to all teammates in sequential order. The sequence of assignments is determined by the last team member assigned to 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:

1. Create a new rule.
2. Set the conditions for the rule if you want to limit the assignment to specific criteria.
3. 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.
4. Save your new rule.

Conclusion #

Rules in Rasayel are a crucial feature that streamlines conversation management, saving time and ensuring efficient distribution of conversations among team members. Using Rules not only enhances productivity but also guarantees that each conversation is directed to the most appropriate teammate.

The Round-Robin assignment rule intelligently distributes conversations evenly across team members, preventing any single teammate from becoming overwhelmed. By following the steps outlined in this article, you can start using Rules in Rasayel and manage & automate your conversations better.

If You Liked This Post, You’ll Love These #

• Notes and Mentions in Rasayel: Stay on the same page with your team
• Rasayel’s Engagement Logging in HubSpot
• Rasayel’s Activity Logging in HubSpot

Frequently Asked Questions #

About the author

Miodrag Magyar

Miodrag brings over 15 years of hands-on experience in content writing and marketing, with a talent for making even the trickiest topics clear and interesting. His passion lies in guiding businesses to effectively utilize WhatsApp to build stronger customer relationships and drive results. With an eye for detail and a heart for storytelling, he’s here to show how effective WhatsApp communication can boost sales and enhance customer engagement.

@Miodrag Magyar on LinkedIn