--- title: Event Based Rule slug: contact-center/event-based-rule docTags: EGJSTAYxLY880ksufdgEA,j_w2llPphHrAD3irT9Jio,3N6ObmPi0ryWSu19SAhDj createdAt: 2025-09-25T17:25:25.767Z --- # Overview: Event-based rules are automated processes within the system that **execute automatically** upon detecting the occurrence of a specific event (e.g., ticket creation, status change, escalation). They allow Administrators to define conditions and subsequent actions for tickets in an automated, real-time manner. ## Key Benefits: - **Real-time Automation:** Automatically handles routine tasks immediately upon a trigger event, without manual intervention. - **Process Compliance:** Enforces consistent business rules (like auto-escalation or notification) across campaigns and processes. - **Customizable Workflow:** Allows creation of complex workflows by combining a vast array of events, conditions, and sequential actions. ## Functionality: The Event-based Rules engine works by evaluating a defined set of criteria against an event. ### 1. Events (The Trigger) This is the moment the rule starts. Events cover the entire ticket lifecycle. **Available Events:** | Event | Description | Configuration Notes | | ------------------------------- | ----------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------- | | **New Ticket Created** | Generated when a new ticket is created (via email, call, manual, or API). | | | **New Lite Ticket Created** | Generated whenever a new lite ticket is created. | | | **Ticket Updated** | Generated whenever an update is detected (e.g., escalation marked, priority changed, new message received). | Provides an adjacent drop-down for sub-conditions. | | **Ticket Transferred To Agent** | Generated when a ticket is transferred (Supervisor ↔ Agent or Agent ↔ Agent). | Allows selection of the ticket **assignor** and **assignee**. | | **Ticket Auto-Assigned** | Generated whenever a ticket is auto-assigned to an agent. | | | **Priority Changed** | Generated whenever the priority of any ticket is changed to "Low", "Medium", or "High". | Allows selection of the **previous** and **current** priority value. | | **Private Note Added** | Generated whenever a private note is added to the ticket. | | | **Public Note Added** | Generated whenever a public note is added to the ticket. | | | **Message Sent** | Generated whenever a message is sent out as a reply from the ticket. | | | **Ticket Status Changed** | Generated whenever the status of a ticket is changed. | Allows selection of the **previous** and **current** ticket status. | | **Heat Value Changed** | Generated whenever the Heat value is changed (greater than or less than a defined value). | Requires selecting a sub-condition and providing a user-defined value. | | **Mail Sending Failed** | Generated whenever mail sending fails (due to Exchange Server or internal mail service failure). | | | **Custom Field Updated** | Generated whenever a custom field is updated or changed. | Provides an adjacent drop-down to select the custom field. | | **Ticket Escalated** | Generated whenever a ticket is escalated. | | | **Ticket Deescalate** | Generated whenever a ticket is de-escalated. | | | **Ticket Picked Manually** | Generated whenever a ticket is manually picked. | | | **Resolve SLA Breached** | Generated whenever the SLA for resolving a ticket is breached. | | | **First Assign SLA Breached** | Generated whenever the very first assigned SLA of a ticket is breached. | | | **First Response SLA Breached** | Generated whenever the very first response SLA of a ticket is breached. | | | **New Message Received** | Generated whenever a new message is received. | | | **Ticket Reopened** | Generated whenever a ticket is reopened. | | ### 2. Conditions Conditions are logical gates that must be satisfied for the actions to execute. | Condition | Description | Available Operators | | -------------------- | ---------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------- | | **Media Profile** | Based on the ID of the media profile. | is, is not | | **Ticket Status** | Based on the current ticket status. | is, is not | | **Current Time** | Based on the current system time. | is, is not, greater than, less than, Within | | **Queue** | Based on the queue the ticket is in. | is, is not, greater than, less than, Within | | **Priority** | Based on the ticket's priority value. | is, is not | | **Subject** | Based on the ticket's subject line. | is, is not, contains, does not contain, ends with, starts with | | **Custom Field** | Based on the value of a system-level custom field. | Selection based on field type. Multi-level custom fields support condition checking on partial level selections. | | **Other Conditions** | Includes customer fields: timezone, twitter, facebook, email, and phone1 through phone5. | is, is not | **Multiple Conditions Logic:** - **Match any of the following (OR logic):** The rule applies if one or more conditions are matched. - **Match all of the following (AND logic):** The rule applies only when all conditions are matched. ### 3. Actions (The Outcome) These are the tasks performed on tickets that satisfy both the event and the conditions. Actions are executed in the sequential order they are listed. | Action | Description | Key Configuration Details | | ----------------------------------------------- | ------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------- | | **Escalate Ticket** | Sets the escalation status of the ticket. | Select true or false. | | **Set Custom Field** | Sets a specific value for a selected custom field. | Select custom field and provide the new value. | | **Transfer Ticket to Queue** | Transfers the ticket to a new queue and assigns it to an agent. | Select **Queue** and an **Assign to User** option: **Available Agent**, **Agent Available to Take Tickets**, or **Any Agent**. | | **Send Email To** (Various) | Sends an email to a specific recipient, Supervisors, Agents, or the Requester. | Select **Media Profile**, provide **Subject**, and write the **message body**. | | **Send Feedback To Requester** | Sends a feedback request email. | Must contain the placeholder \{\{feedback\:form}}. The new FeedbackId placeholder can be used to send a feedback link instead of an embedded form. | | **Assign Ticket to Agent** | Assigns the ticket to a specific agent. | Select the target **Agent**. | | **Set Status** | Changes the status of the ticket. | Select the new **Status** value. | | **Priority** | Increases or decreases the priority of the ticket. | Select **Increment** or **Decrement**. | | **Set Priority** | Sets a fixed priority value for the ticket. | Select **Low**, **Medium**, or **High**. | | **HTTP Action** | Triggers an external API (Webhook). | Refer to dedicated HTTP Action documentation. | | **Set Custom Field Using HTTP Action Response** | Updates a custom field using JSON data from a preceding HTTP Action response. | Requires specific JavaScript in the preceding HTTP Action's Post-Request Script tab: variables.put("$thridPartyCustomFieldData",responseString); | ## Prerequisites: - **Administrator Access:** Required to access and configure the Rule Engine. - **Defined Processes and Campaigns:** Rules must be scoped to an existing Process and Campaign. - **Media Profiles (for Email Actions):** Must be configured prior to using any email actions. ## Usage Instructions: ### A. Create a New Event-based Rule 1. Click **"New Rule"**. 2. Provide a **Name** and **Description**. 3. Select the relevant **Process** and **Campaign**. 4. In **Events**, select the trigger (e.g., **Ticket Status Changed**). 5. In **Conditions**, click the **add icon** (+) to configure one or more conditions. 6. Select the **Multiple Conditions Logic** (**Match any** or **Match all**). 7. In **Actions**, click the **add icon** (+) to configure one or more actions. 8. (Optional) Check **"Stop Execution after this rule"** to prevent subsequent rules from running. 9. Click **"Save"**. ### B. Edit or Delete a Rule - **Edit:** Select a rule, click the **Edit icon** (pen), make changes, and click **"Save"**. - **Delete:** Select a rule, click the **Delete icon** (trash can), and confirm with **"Yes"**. - *Note: A deleted rule cannot be retrieved.* ### C. Enable/Disable Rule - **Disable:** Click the green **toggle switch** on the rule and confirm. - **Enable:** Click the gray **toggle switch** on a disabled rule and confirm. (Check **"View Disabled Rules"** to view inactive rules). ## Related Features/Modules: | Feature/Module | Description | | ----------------------------- | --------------------------------------------------------------------------------------------------------------------------------- | | **Timer-based Rules** | Rules that execute at scheduled time intervals rather than being triggered by an event. | | **Routing Rules** | Used for initial ticket distribution and assignment upon creation. | | **Custom Fields** | Allows the creation of user-defined data fields that can be used as both conditions and targets for actions in Event-based Rules. | | **HTTP Action Configuration** | The separate configuration area providing deeper details on external API integration for the HTTP Action. | ::Image[]{src="https://app.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/WmJSHh-1Qka4grhrPRTZq_image.png" size="62" width="2932" height="1582" position="center" showCaption="false"}