Providing excellent customer support can become very overwhelming, especially for small to medium sized businesses without a large workforce. Having a system that helps route customer inquiries and assign tasks to different departments or groups can increase a company’s efficiency dramatically. Each visitor to your site has a unique and specific reason to visit your website, so having a system in place that creates rule for different conversations is a must. LiveAgent has integrated a very useful tool that can make this happen for any website. This tool is known as Rules.
Rules help automate any help desk or live chat task by routing email or chat based on the subject, body or any other parameter. Rules can be setup to transfer, resolve or close a conversation, change the priority of a conversation, and to send notification emails to other agents in the company.
Each rule consists from a set of conditions and a set of actions executed on each ticket once the conditions matched tickets.
LiveAgent will correctly handle for you administration mistakes with strong loop protection mechanism, which will stop execution of endless chain of rules.
