How To Use Rules in Rasayel For WhatsApp Conversation Management

Miodrag Magyar
Last updated November 10, 2023
How To Use Rules in Rasayel For WhatsApp Conversation Management

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:

filter conversations in Rasayel based on their status

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:


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.


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.


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.

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Frequently Asked Questions

Rules in Rasayel are automated triggers for specific actions when predefined conditions are met. They serve to enhance efficiency by automating routine tasks like assigning conversations to team members, tagging, and updating statuses to reflect the current state of customer interactions.

Setting up Rules in Rasayel is user-friendly. It involves selecting the appropriate triggers and conditions and then specifying the actions to be executed. The system is intuitive, making it accessible even for users with no technical expertise.

Absolutely. Rules in Rasayel are adaptable and can be crafted to suit teams of any size, ensuring that small businesses and large corporations can organize their conversations effectively.

Rules can be instrumental in managing a sales team. They can distribute leads evenly, assign them based on specific criteria, and ensure that salespeople focus on leads they are best equipped to convert.

You can set a variety of actions with Rasayel Rules, including assigning conversations, tagging them for categorization, snoozing non-priority discussions, and updating conversation statuses based on customer engagement or response time.

The Round-Robin assignment rule in Rasayel distributes new conversations evenly across pre-defined team members in a sequential order. This sequence is based on who was last assigned a conversation, ensuring a fair and balanced workload distribution.

Rules in Rasayel are typically low-maintenance. Once set up, they run automatically. However, it’s a good practice to review them periodically to ensure they align with any changes in your business processes or team structure.

Rasayel’s Rules can manage a wide array of conversation types, including, but not limited to, customer support queries, sales inquiries, project updates, HR-related discussions, and general customer interactions. These rules allow for the categorization, assignment, and prioritization of conversations based on content, customer information, and urgency, making them versatile for various business communication needs.

Automation in conversation management enhances efficiency by saving time and reducing manual sorting of conversations. It ensures consistent handling for a uniform customer experience, allows businesses to scale their communication efforts without significantly increasing resources, and aids in prioritizing urgent conversations.

WhatsApp conversation management involves overseeing and organizing interactions on WhatsApp to ensure effective communication with customers or team members. It includes tracking, categorizing, responding to, and archiving conversations.

Yes, WhatsApp conversation assignments can be automated, particularly through platforms like Rasayel. This automation is achieved using rules that define the criteria for assignment, such as the content of the message, sender information, or specific keywords. This feature ensures that conversations are directed to the appropriate team member based on expertise, workload, or other predefined conditions, enhancing response times and overall efficiency in handling customer interactions on WhatsApp.

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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