When to Use
- You trigger a proactive campaign or message and don't want the rules set for those who reached out to run on these tickets as well.
- You want a rule that applies only to the conversation initiated by the customer.
- Your metrics mix conversations started by you with those started by the customer.
How It Works
The Condition
There is a new condition in automations, Proactive/Trigger, available in conversation events. It distinguishes two cases:
- Proactive — the ticket originated from a campaign or a message sent by you.
- Reactive — the customer initiated the conversation.
How to Use in the Rule
The condition is added alongside other conditions in the rule. In practice, you duplicate an existing rule and use the condition so that one version applies only to proactive conversations and the other only to reactive ones.
Notes
- The condition is available in conversation events, next to other conditions in the automation modal.
- It doesn't change anything on its own: it only takes effect in rules where you choose to use it.