Rule Glossary: Message

Message-related conditions allow you to define criteria based on the content and metadata of messages within tickets.

Key Message Conditions

• Message Body

  Looks for specific content within the message body.

• Message Channel

  Defines the channel through which the message was sent or received.

• Message Created Date

  Specifies when the message was created.

• Message From Agent

  Checks if the message was sent by an agent.

• Message Integration

  Specifies the integration through which the message was sent.

• Message Intents

  Triggers based on the intent of the message.

• Message Public

  Determines if the message is public or an internal note.

• Message Sent Date

  Specifies when the message was sent.

• Message Sentiments

  Triggers based on the sentiment of the message.

• Message Via

  Specifies the platform used to send the message.

• Message Receiver Email

  Applies rules based on the receiver's email address.

• Message Source From Address

  Looks for the customer's email address.

• Message Source From Name

  Works for social media tickets based on the sender's account name.

• Message Sender Email

  Triggers based on the sender's email address.

• Message Sender Customer

  Condition undergoing improvement.

These conditions allow for detailed control over how messages are processed within your Rules.