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Automations

Rules that run on their own: when something happens, if the ticket matches, then Parley acts. Rules run in this order.

Rules
8
7 on · 1 off
Runs · 7 days
1,753
Triggers in use
5
Ticket created, Every hour…
Busiest rule
642
Route by topic
  1. Route by topic

    Pip reads new tickets and sends them to the right group with a topic tag.

    Maya Castellanos

    Ticket createdif any2 conditionsDetect topic and add tag · Assign to group

    642 runs · 7d

    4 min ago

    Edit rule
  2. VIP priority bump

    VIP customers start at high priority so they land on top of every view.

    Maya Castellanos

    Ticket createdif all2 conditionsSet priority · Add tag

    37 runs · 7d

    1 h ago

    Edit rule
  3. Stuck shipment watch

    Flags orders with no carrier scan for 4 days and opens a ticket before the customer has to ask.

    Maya Castellanos

    Every hourif all3 conditionsCreate ticket · Add tag · Add internal note

    168 runs · 7d

    24 min ago

    Edit rule
  4. Pending follow-up

    Nudges customers who haven't replied in 3 days, then solves after 7.

    Ada Okafor

    Every hourif all2 conditionsSend email · Solve after

    168 runs · 7d

    24 min ago

    Edit rule
  5. Urgent words to the top

    Mentions of a trip date, a gift deadline or “third email” raise priority.

    Ada Okafor

    Customer repliedif any1 conditionSet priority · Notify

    23 runs · 7d

    4 min ago

    Edit rule
  6. Chat hand-off to people

    If Pip can't answer in two tries, the chat goes to the next free agent in the group.

    Maya Castellanos

    Chat startedif all1 conditionAssign to

    211 runs · 7d

    4 min ago

    Edit rule
  7. CSAT survey

    Asks for a 1–5 rating one day after a ticket is solved.

    Maya Castellanos

    Ticket updatedif all1 conditionSend survey

    504 runs · 7d

    44 min ago

    Edit rule
  8. Weekend auto-replyOff

    Sets expectations for email on weekends when only chat is staffed.

    Ada Okafor

    Ticket createdif all2 conditionsSend email

    0 runs · 7d

    Sep 27

    Edit rule

New rule

Pick what starts it; you'll add conditions and actions next. New rules start switched off.