Create New Rule

This section describes for how to be able to run the twitter account 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 menus, 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 Twitter account 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.

Twitter account rule was added successfully, and you will see the rule line account in the list of rules management page, as shown in the image below.

New Rule

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

Add Team Member

Team members successfully added and appearing on available teams, you can configure priority and max. assignment ticket that can be entered or handled by an agent.

Team Member Added

Component Explanation:

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