Guide to rule conditions

Overview

Rules are made up of three types of conditions:

  1. When: trigger events that qualify a rule to start scanning for the filter conditions
  2. If: filter conditions that need to exist in order for the rule to run the actions 
  3. Then: resulting actions that occur from the rule once conditions are met

We'll go through each specific condition within each of the three categories. Most rule conditions are available on the Starter and Plus plans, with a few Advanced conditions on the Pro plan (denoted with an * below). 

For more about how rules work, see Understanding Rules


Trigger events

The When section contains triggering events that will cause Front to start evaluating the conditions of your rule and see if they are met.

List of triggers

  • Inbound message: A new message arrives, either a brand new conversation or within an existing thread.
  • Outbound message: The first outgoing message in a new thread is sent (not a reply in an existing conversation).
  • Outbound reply: A reply is sent in an existing thread.
  • Comment: An internal comment is posted in a conversation, excluding internal discussions (updating an existing comment does not count).
  • Mention: A teammate is @mentioned in a comment.
  • Reminder activated: When a reminder or snooze expires and conversation is reopened.
  • Conversation assigned: A conversation is assigned to a teammate.
  • Conversation unassigned*: A conversation is un-assigned from a teammate.
  • Conversation archived: A conversation is archived.
  • Conversation reopened*: A conversation is un-archived.
  • Conversation deleted: A conversation is deleted.
  • Conversation restored: A conversation is restored from the trash.
  • Conversation tagged: A conversation is tagged.
  • Conversation untagged: A tag is removed from a conversation.
  • Conversation moved: A conversation is moved from one shared inbox to another shared inbox within the same Team (Teams are available with the Enterprise add-on).
  • Message delivery failed: A message fails to be delivered.

*These are Advanced rule conditions available on the Pro plan.


Filter conditions

The If section contains the filters you've set that must exist in order for the actions to run.

 

List of filters

  • Inbox is: Define one specific inbox.
  • Inbox included in: Check off multiple inboxes.
  • Channel is: Define one specific channel.
  • Channel included in: Check off multiple channels.
  • Has tag: Conversation already has this tag.
  • Does not have tag: Conversation does not have this tag (could have other tags).
  • Has no tags: Conversation has no tags at all.
  • Assignee is: Conversation is assigned to this person.
  • Is unassigned: Conversation is in an unassigned state.
  • Is archived: Conversation is in an archived state.
  • From: Specific requirements of the text in the From field, which has these sub-filters: Contains, Starts with, End with, Is equal to, Does not contain.
  • To: Specific requirements of the text in the To field, which has these sub-filters: Contains, Starts with, End with, Is equal to, Does not contain.
  • Cc: Specific requirements of the text in the Cc field, which has these sub-filters: Contains, Starts with, End with, Is equal to, Does not contain.
  • Bcc: Specific requirements of the text in the Bcc field, which has these sub-filters: Contains, Starts with, End with, Is equal to, Does not contain.
  • Any recipient: Specific requirements of the text in any of the From, To, Cc, Bcc fields, which has these sub-filters: Contains, Starts with, End with, Is equal to, Does not contain.
  • Subject: Specific requirements of the text in the conversation subject line, which has these sub-filters: Contains, Starts with, Ends with, Is equal to, Does not contain, Contains full word/phrase. The text that you enter here does not need to be in quotes. Note that Contains also includes partial matches; for example, specifying Contains "order" will match on "reorder". If you only want to match "order", use the Contains full word/phrase selection.
  • Body: Specific requirements of the text in the conversation body, which has these sub-filters: Contains, Starts with, Ends with, Is equal to, Does not contain, Contains full word/phrase. The text that you enter here does not need to be in quotes. Note that Contains also includes partial matches; for example, specifying Contains "order" will match on "reorder". If you only want to match "order", use the Contains full word/phrase selection.
  • Language is: Language of the conversation body (if the text is too short or contains multiple languages, Front's language detector will not detect the language).
  • Headers: Specific requirements for certain text or elements that the headers contain.
  • Has attachments: Conversation has attachments.
  • Has no attachments: Conversation does not have attachments.
  • Message type is: Filter the type of message, options being Email, Tweet, Retweet, Direct Message, SMS, Facebook, Intercom, Yalo/WhatsApp.
  • Message direction is: Choose whether conversation is inbound or outbound direction.
  • Time is between*: Define the time frame.
  • Day is*: Check off the day(s) of the week.
  • Contact is in: Choose the contact group that the contact is in.
  • Contact is not in: Choose the contact group that the contact is not in.
  • Unreplied after*: Set the amount of time that the message (inbound or outbound) is unreplied, options being Minutes, Hours, Days, Weeks, Months, Years.
  • Unassigned after*: Set the amount of time that the message (inbound or outbound) is unassigned, options being Minutes, Hours, Days, Weeks, Months, Years.
  • Added tag is: Choose the tag that is added (works with the trigger When Conversation tagged).
  • Removed tag is: Choose the tag that is removed (works with the trigger When Conversation untagged).
  • Comment body: Specific requirements of the text in the comment body, which has these sub-filters: Contains, Starts with, End with, Is equal to, Does not contain (works with the trigger When Comment).
  • Comment author is: Choose who the teammate commenting is (works with the trigger When Comment).
  • Mentions: Choose the teammate being @mentioned (works with the trigger When Mention).

*These are Advanced rule conditions available on the Pro plan.

And/Or filter types

You are able to create conditions using And and Or types. Using And will require all the listed conditions to be true in order for the rule to take action. Using Or will require only one of those conditions to be true. You can also use a combination of these two types. More on how to use And/Or statements can be found in this article.

Listing keywords within a filter

Some conditions allow you to type in your own text for the condition (such as Subject, Body, To, From), and you can actually list multiple keywords within one condition if these options are all Or type. You would simply separate the words with a semicolon (;).

For example, if you wanted your condition to be for the Subject to contain the keywords Urgent or SOS; then instead of creating 2 separate Or conditions, you would just create one condition and list the two keywords as:

 


Resulting actions

The Then section contains the list of actions that will result when all filters are met. 

List of actions

  • Assign to teammate: Assign conversation to a specific teammate (only if conversation is not already assigned). Conversations will not be assigned to a teammate who currently has their status set to "unavailable" or teammates who do not already have access to that conversation.
  • Assign in group*: Assign conversations to a selected list of people, either Randomly, Round-robin or Load balancing (only if conversation is not already assigned). Conversations will not be assigned to a teammate who currently has their status set to "unavailable" or teammates who do not already have access to that conversation.
  • Unassign: Unassign the conversation.
  • Move to inbox: Move conversation to a specific inbox.
  • Add tag: Add a specific tag.
  • Remove tag: Remove a specific tag.
  • Reply with: Reply with a specific canned response, either Once or Always (if the conversation already has an outbound message or outbound reply in it, reply Once will not send anything).
  • Archive conversation: Archive the conversation.
  • Reopen conversation: Unarchive the conversation.
  • Delete conversation: Delete the conversation.
  • Add contact to group: Add the contact to specific contact groups.
  • Remove contact from group: Remove the contact from specific contact groups.
  • Forward to: Forward the email to other addresses (only works with email conversations).
  • Notify teammates: This will show the conversation in their Shared with me section. Notifying teammates who don't have access to the conversation will grant them access.
  • Send to Hipchat: Send the conversation to a specific Hipchat room.
  • Log message in Hubspot: Log the message to the contact in Hubspot if the contact exists.
  • Trigger in PagerDuty: Trigger an alert in PagerDuty.
  • Create activity in Pipedrive: Add content of the message as a new activity for the contact, if the contact exists.
  • Create lead in Salesforce: Create lead in Salesforce for the contact if it does not exist already.
  • Send to Salesforce: Log message as an activity in Salesforce. The assignee in Salesforce is the author of the message or the assignee of the Front conversation if they're a Front teammate who has signed into the Salesforce integration. After checking the message author and then the assignee, if no owner is found, the activity defaults to assigning the activity in Salesforce to the Front teammate who first enabled the Salesforce Integration. 
  • Send to Slack: Send the message to a specific Slack channel or user.
  • Send to a Webhook: Send the message to your webhook URL.
  • Send to Zapier: Send the information to Zapier.

*These are Advanced rule conditions available on the Pro plan.

Stop processing other rules

The rule engine runs sequentially by default, meaning that the rule actions in one rule can trigger subsequent rules to run more actions. You have the option to check off Stop processing other rules if you don't want this to happen.

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  • is it possible to CC an email address automatically on all outbound messages or replies from a specific channel? we have just set up a new channel in our inbox and i was under the impression that we should be able to achieve the CC condition above, but i can't work out how to do it.

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  • worked this out with the BCC rule in preferences, but thanks

    Reply Like 1
  • Hi Jem Wilkinson glad you figured that out! Sorry we missed your comment here initially!

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