Create New Rule
This section describes how to be able to run the youtube channel and how the customer message can be incoming as a ticket to the Inbox tab Agent, make a rule first 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.
You will see a pop-up to add a new rule channel, select the youtube 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.
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.
The youtube channel rule was added successfully, and you will see the rule youtube in the list of rules management page, as shown in the image below.
After the rule channel is successfully created, to receive an incoming ticket from your youtube channel, add team members to the rule by clicking the 'Add' icon (
).
Team members successfully added and appear on available teams, you can configure priority and max. assignment ticket that can be entered or handled by an agent.
Component Explanation:
Priority
To decide who will get a ticket first in the channel.
Max. Assignment
The amount tickets are assigned or handled by the users.
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