Create New Rule

This section describes how to run the Twitter channel and how the customer mention and direct message can be received as an incoming ticket to the Inbox tab agent by doing the following steps:

To create a new rule channel, go to the Customer Service menu and click the Rule Management menu. Then you will see the Rule Management page, on the top right section click the '+New Rule' button, as shown below.

New Rule

You will see a pop-up to add a new rule channel, select the Webex channel by clicking the 'Add Channel' icon (), and then you will be asked to enter the rule name and max. assignment ticket on the channel.

Add New Rule

Component Explanation:

Name	Description
Rule Name	The name of the channel rule to create.
Max. Assignment	The amount tickets are assigned to the channel rule.

When Twitter channel rule has been added successfully, you will see the rule in the list of rule management as shown in the image below.

New Rule Added

After the rule channel is successfully created, to receive an incoming mention and direct message from Twitter, add team members to the rule by clicking the 'Add' icon ().

Add Team Member

When team members successfully added, it will appear on available teams. You can configure priority and max. assignment ticket that can be entered or handled by an agent.

Remember to select the 'Rule Out Of Sync' button to activate all of your latest recent Twitter channel rule updates.

Team Member Added

Component Explanation:

Name	Description
Priority	To decide who will get tickets first in a channel.
Max. Assignment	The amount tickets are assigned or handled by the users.