Rule Management [v4.8.2]

For versions:4.8.2

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Rule Management

Rule management is a feature that functions to manage the distribution of tickets to each user, such as determining the maximum number of tickets assigned to the channel, SLA ticket handling and managing service hours for customers to chat to agents.

  • Login as ‘Administrator/Supervisor‘, for the 3Dolphins SRM login mechanism, do the steps described on the ‘Login page,
  • Go to customer support menu and click the rule management menus, then you will see a rule management page such as images below.
  • Component explanation :
IconIcon NameDescription
FilterTo filter rule based on channel.
Reload RuleRefresh your page at any time to ensure you are always up to date and see your latest rule with the reload rule button.
New RuleTo create new rule channel (to be able to ongoing or outgoing ticket on omnichannel).
Add TeamTo add members to each channel based on skill set of members
Add Rule To add a rule to each channel
EditTo change name of rule channel.
Configuration RuleTo configure ‘Max Assignment‘, ‘SLA‘, ‘SLA Metric‘, ‘Proactive Assignment‘ and ‘Sync DM and Mention‘ ticket.
Clone RuleTo clone or duplicate rule channel.
Service HourTo set the agent’s work schedule and can also determine the day off schedule of agent’s, this feature is available on all channels.
Remove RuleTo remove rule channel.

Add New Rule

When discussing rule management, this will always relate to adding channels rule. Then, when do you need to add channel rules? After you add new channels on the integration page or add new group to your channel, you also need to add new channel rules in the customer service menu > rule management.

For example, after you add new live chat channels on the integration page, you need to add new live chat channel rule by click +new rule button, select the live chat channel in the pop-up by clicking add channel button (). And then, enter the rule names and max assignment > click save button.

  • Field component explanation :
NameDescription
Rule NameName of rule channel.
GroupGroup of rule channel (this field will automatically fill in accordance with the role user group. For example case, your user is set in the group ‘product‘ then if you create new rule, group will automatically set ‘product‘. But, if you login as administrator you can free set rule group in accordance with list group on the group page)
Max AssignmentTo set the number of ongoing tickets to the channel.

If a new channel rule is added successfully, the channel rule will appear in the distribution rules list.

Add Team Member

When you imagine the conversation between the user and the customer on a platform, surely what you are thinking about is how can users receive tickets from customers?

As explained earlier that the rule management function is to manage the distribution of tickets to each user. So, the main thing you need to do after creating a rule channel is to assign users into the rule channel, so that when a customer sends a chat, the ticket will be distributed to the user assigned in the rule channel.

By default, you can assign supervisors and agents to the rule channel, so that when no agent is available, the ticket will be queued to be handled by the agent in the unassigned tab of supervisors.

To assign users to the rules channel, you can click the add team button. In the pop-up of add team member, search member and click button. To close pop-up or cancel add team, click ‘ button.

If the selected team is successfully added or assigned to the rule channel, the team will appear in the available teams as shown below.

Add Rule Criteria

In each rule channel you can manage tickets that will enter the users dashboard by specifying rule criteria. To add criteria to the rules channel, you can click the add rule button. For example, select ticket tag (to display the ticket category), and click add new criteria button.

Then the criteria will appear in the rule definition box, if you’re done click the save button. To close pop-up or cancel add new criteria, click close button.

If the rule criteria is successfully added, the rule criteria will appear in available criteria like the image below.

Configuration Rule

After the channel rules are created and assigned to team members, then you can configure rules such as setting the maximum number of ticket assignments to the channel and configuring SLA such as SLA ticket duration, SLA calculation (SLA matric), etc.

NameDescription
Max AssignmentTo set the number of incoming tickets to the channel.
SLATo set the maximum duration when the agent responds to the ticket from the customer.
Proactive AssignmentIf proactive is set to ‘On‘ then agents in the ‘Available Teams‘ list can receive incoming tickets from customers, claim tickets that are transferred or escalated from other agents and create outbound tickets.


If proactive is set to ‘Off‘ and outbound only is set to ‘On‘, then agents in the ‘Available Teams‘ list cannot receive incoming tickets from customers and cannot claim tickets that are transferred or escalated from other agents but agents can do create outbound ticket.


If proactive is set to ‘Off‘ and outbound only is set to ‘Off‘, then agents in the ‘Available Teams‘ list cannot receive incoming tickets from customers, claim tickets that are transferred or escalated from other agents and can create outbound tickets.
Sync DM and MentionWhen there is a message through Direct Message (DM) twitter from customer, the message (ticket) will be assigned automatically to agent holding Mention ticket from same twitter account. So that it can improve agent performance and can minimize answers that are different from agents if tickets are handled by different agents.

Clone Rule

When you want to add a telegram channel rule by following the configuration in the live chat channel rule, you can clone the rule. By cloning a rule, you can duplicate all the configurations that already exist in the previous rules such as the SLA configuration, service hours, rule criteria and even team members to the new rules channel. Select channel and click clone rule button () then you will see a pop-up to clone rule as shown images below.

  • Field component explanation :
NameDescription
New Rule NameType new rule name for channel to be cloned.
ChannelYou can choose an channel that registered with OmniChannel.

For example, select channel ‘live chat‘ and type rule name ‘live chat clone‘. Then, click clone rule button such as images below.

If the cloning rule is successful, you will see a successful notification as shown below.

Service Hour Configuration

This feature allows you to configure customer service hours. If a customer sends a message or calls customer service outside of service hours, the customer ticket will automatically be entered as a queue on the unassigned supervisor’s tab.

For example you can set customer service hours on the 3Dolphins live chat channel on Thursday from ’17: 00 ‘until ’17: 27’ and set Saturday-Sunday as a public holiday. If you want to enable public holidays, make sure service hours is enable.

When the customer sends a message beyond the set time, the customer message will enter the queue and the ticket will go to the unassigned tab, even though at that time there was an agent who was online.

Remove Rule

Sometimes you need to remove the form from a system when it’s no longer needed. In the rule management page, select the form and click the remove icon. Then, you will be prompts to confirm the remove request, click ‘Yes‘ to proceed remove rule or you can click ‘No‘ to return to the rule management page.

Filter Rule

In the rule management page, you can filter rule based on channel. In the upper right corner, click filter icon ().

For example, filter rule based on channel live chat and click the apply filter button, and then the live chat channel will appear in the distribution rules list, as shown below.

Reload Rule

You can to refresh rule management page at any time to ensure you are always up to date and see your latest rule with the reload rule button. In the upper right corner, click reload rule button.

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