Nextiva CX - Organizer Rule Actions

Each action an organizer rule can take is broken into several categories.  

Workflow Action

Selecting Workflow Action for the organizer rule will allow you to configure one of the following actions when the rule is triggered.

• Ignore - If the message or conversation matches the set filter, it will be ignored
• Delete - If the message or conversation matches the set filter, it will be automatically deleted.
• Assign - If the message or conversation matches the set filter, it will be assigned to a specific workbasket or user based on the selections made

Change Sentiment

Selecting the Change Sentiment action for the organizer rule allows you to assign a sentiment to the message or conversation.  Sentiments are classified as Negative, Neutral, or Positive.

Apply Tag

Selecting the Apply Tag action for the organizer rule allows you to tag a message or conversation.  The tags are pre-organized in the CX platform.  Applying tags can help you better categorize the conversation and multiple tags can be selected.

Alert Users

Selecting the Alert Users action for the organizer rule lets you configure notifications for a user within the platform, or send the user an email instead of an in-application notice.  Upon selecting Alert Users, you will be prompted to select the user(s) that should be notified, and you can choose if the notification includes an email or not.

Mark User

Selecting the Mark User action lets you flag the exernal member of the conversation in one of two ways:

• Mark as Spam - Any message or conversation that matches this filter will be flagged as Spam
  
  
• Extract Contact - Any message or conversation that matches this filter will have the contact information extracted and added to your account audience contact section.

Send Email Acknowledgement/Reply

Selecting the Send Email Acknowledgment or Send Email Reply will send a pre-defined email template to acknowledge receipt of an email or automatically reply if the inbound email matches the criteria of the organizer rule.  Beyond defining the subject and body of the email template, you can also add a BCC email address if you wish to notify or send a copy of your response to another email address.

Send Review Reply

Selecting one of the many Send ______ Review Reply options will trigger an automatic reply to any review on the platform that meets your rule's criteria.  Currently we support replies to the following platforms:

• Zomato
• TripAdvisor
• Google Play Store