Defining service Rules with one or multiple conditionals – Blip | Blip Help

Index:

Where to find the service Rules functionality in the Blip platform

A service rule defines how your chatbot routes human calls between registered teams. The service Rules functionality is inside the chatbot, and can be found to be configured in two different places in the platform:

In the service module, under service rules

In Builder, under Service Rules

Chatbot team's access permissions to the Service Rules

Before setting the chatbot's service rules, you will need to check your and/or the team member's access permission who will perform the settings.

To set up service rules in the Service module, the required permission is Help Desk > View and Edit;
And in Builder, the required permission is Builder > View and edit.

Note: the access permissions to the other functionalities do not impact those described in this article, which are needed for the definition of the attendance rules.

How to distribute tickets through one or multiple conditionals to make more assertive and strategic responses

To define a service rule, with one or multiple conditionals, you can go to service Rules in the Service module or in the chatbot Builder.

In the practical examples, we define some rules in the Service module, but you can refer to them in Builder and vice versa. In addition, the names of the actions shown are also the same in both places (buttons, components, etc.).

A service rule is formed by

Data source (Se)

The Information which will be blip into consideration for the service rule definition.

The possible sources are:

Content of the routed message;
Name of the user who requested service;
Email of user who requested service;
Extras from the user who requested service.

Operator (Condition)

Comparison operator for the service rule.

The possible operators are:

Contains;
Does not contain;
It is equal;
It is not equal.

Expected value (Value)

Expected value for comparison with the data source using an operator

It must consist of alphanumeric characters (letters and/or numbers).

New condition (Add condition)

Target Team (Referral service to)

Service team who will receive the service if the corresponding rule is true.

Ensure that the desired target team has been previously created.

Once the service rules have been defined, whenever a user is sent to a human service block, Blip will analyze the rules and will forward it to the team responsible for performing the service.

If there is no rule registered or no rule is satisfied, the user will be sent to the Default team.

Practical Examples of service Rules

Check out some practical examples of service rules for different issues.

Teams for different cities

Imagine an events company that has branches in several cities in Brazil. It needs its clients to receive specialized and differentiated service, based on the city in which they are or would like to create an event.

Suppose that for this case, during the conversational flow, the user indicates the city for which he would like to receive service. This datum has been saved in the contact information, using the Extras field named City (See How to save a user's information).

The rules will be defined as follows:

contact.extras. City	Contains or Is equal	Rio de Janeiro	RJ
Data source	Condition	Value	Targget team
contact.extras. City	Contains or Is equal	Belo Horizonte	BH
contact.extras. City	Contains or Is equal	São Paulo	SP

If the information contained in the City field is equal to or contains any of the three cities (Belo Horizonte, São Paulo, or Rio de Janeiro), the user will be directed to the corresponding team for that city.

In the Blip website, the service rule looks like this:

Teams for different topics

Imagine a large retail company that uses its customer service channel to support customers throughout their journey. During the creation of the conversational flow, the following topics were identified for human support: Complaints, Questions, Order Information, Suggestions and Feedbacks, and Cancellation.

For this scenario, the Message source will be blip into consideration, which is the last message sent by the user before entering the human service. For this, the company has created a kind of menu with indicative numbers and text, to ease the user's choice.

Thus, the rules can be defined as follows:

Topic	Data source	Condition	Value	Target team
Complaints	Message	Contains	1, Complaints, compllain	Complaints
Questions	Message	Contains	2, Questions, Help	Questions
Order Information	Message	Contains	3, Order, information	Order information
Suggestions and Feedbacks	Message	Contains	4, Suggestions, improvement,	Suggestions and Feedbacks
Cancellation	Message	Contains	5, Cancel, cancellation	Cancellation

If the last message sent by the user contains the topic number (or the topic, as a precaution), he/she will be directed to the corresponding team for the topic.

In the Blip website, the service rule looks like this:

Teams for different kinds of users

Imagine that an educational institution wishes to have an smart Contact to provide support to its students, teachers, and also to interact and answer questions from people interested in the offered courses.

In this conversational flow the institution identifies at the beginning of the interaction who is and who is not a registered student or teacher through authentication. This information is saved in the contact, more specifically in the extras field named Type.

The rules will be defined as follows:

contact.extras.Type	Contains or Is equal	Student	Student
Source	Condition	Value	Target team
contact.extras.Type	Contains or Is equal	Teacher	Teacher
contact.extras.Type	Contains or Is equal	Other	Default

If the information in the Type field is equal to or contains any of the known types (Student and Teacher), the user will be routed to the corresponding team. If he/she is an interested party, the type will be given as Other and he/she will be routed to the Default team.

In the Blip website, the service rule looks like this:

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