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...

  • Channel is...

  • Message contains...

  • Has/doesn't have attachments

  • Message was sent/received

  • Message language is...

  • Subject contains...

  • Message is an automated response

  • Message is a newsletter

  • Header contains

  • Status is

  • Contact is a customer

  • Customer has a paid plan (via Stripe, Paddle, or Lemon Squeezy)

  • Conversation is assigned/not assigned

  • Business hours

  • Time is between...

  • Day of the week is...

Understanding actions

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

  • Assign to

  • Round robin assign

  • Unassign

  • Notify

  • Notify assignee

  • Mark conversation as spam

  • Snooze conversation

  • Re-open conversation

  • Close conversation

  • Forward message

  • 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:

  1. Navigate to Settings > Rules.

  2. Click on "Add rule".

  3. Select a trigger.

  4. Select the condition that you want to trigger the rule.

  5. Select the action that you want to be performed when the condition is met.

  6. 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

Language-based assignment

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'

After-hours replies

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!

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