One of the most powerful features on Fernand is Rules. This super-charged tool allows users to route conversations or automate actions based on specific conditions. Rules can be found under Settings > Rules and can be triggered whenever a message or an internal note is received or a new conversation is created.
Understanding condition triggers
Conditions are what trigger rules in the first place. These are specific events or states that when met, will cause an action to occur. Here's a list of conditions you can select:
Contact email is...
Has/doesn't have attachments
Message was sent/received
Message language is...
Message is an automated response
Message is a newsletter
Contact is a customer
Customer has a paid plan (via Stripe, Paddle, or Lemon Squeezy)
Conversation is assigned/not assigned
Time is between...
Day of the week is...
Actions are the consequences of conditions being met. When a condition is satisfied, an action will take place. Here's a list of all the possible actions you can set:
Tag the conversation
Round robin assign
Mark conversation as spam
Insert a reply
Send to a webhook
Setting up your own rules
Setting up Rules in Fernand is a straightforward process. Don't worry; you don't have to be a coding whizz to use this feature! Here's how you can set them up:
Navigate to Settings > Rules.
Click on "Add rule".
Select a trigger.
Select the condition that you want to trigger the rule.
Select the action that you want to be performed when the condition is met.
Click "Save" to apply the rule.
Automation rules examples for SaaS
Online software products and services or SaaS (Software as a Service) platforms can greatly benefit from automation rules. They play an integral part in streamlining workflows and optimizing customer service. Let's take a look at some practical automation rule examples you can implement:
Priority customer service
When you're offering a premium service, it's essential to provide priority support. A rule that prioritizes paying customers can expedite the support process.
Condition: Customer has paid plan (via Stripe, Paddle or Lemon squeezy)... Action: Assign to 'Priority Support team'
Handle spam emails
Your support inbox is not the place for spam. A rule to mark an automatic response or newsletter as spam can help keep your inbox clean.
Condition: Message is an automated response OR Message is a newsletter Action: Mark conversation as spam
Having native speakers handle support in their local language can enhance your customer service quality. Create rules that assign conversations to specific agents based on the message language.
Condition: Message language is 'Spanish' Action: Assign to 'Support team Spanish'
Customers appreciate a quick acknowledgment, even outside of business hours. A rule can be created to send an automated reply during out-of-office times promising a reply the next day.
Condition: Time is between '18:00-09:00' Action: Insert a reply 'Thanks for reaching out! Our team is currently out of the office, but we'll get back to you first thing tomorrow morning.'
These are just a few examples of how you can create automation rules in Fernand. With a robust system like this, the possibilities are virtually limitless. Go ahead and start creating your rules and optimize your SaaS workflows!