AND/OR rule conditions

Overview

Front's rule engine allows you to create rules using AND/OR statements. With this capability, you're able to create complex workflows within a single rule, making it easier to manage moving forward.


How it works

There are three main components when creating a rule:

Trigger (when)

Filter (if) - AND/OR is a feature of the filter component

 Action (then)

A trick to understanding how the filter component works is by thinking about it as building blocks or Legos (our favorite)! When you add a filter condition you can either add that condition to an existing block or create a new block. 

Conditions within the same block are treated with 'Or' logic. We then use 'And' logic between filter blocks.

Looking at the below example, you can see that in order for this rule to be executed the conversation needs to have either tag After Hours OR tag Priority 1 AND be in inbox Support. 


Time-based way to use And/Or conditions

Many customers want to send an Off Hours Canned Response during specific hours throughout the week. With And/Or conditions, you can do this!

Look at the rule below, you'll see that this rule will trigger IF the conversation appears in Jessye's Inbox AND the Day is M-F AND the time is between 12-1pm (lunch break) OR 5pm - 8am (after hours). Both the inbox and day of the week requirement must be met for the rule to trigger, along with one of the specified time periods.

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