Create Labels and Rules to Organize and Automate

Learn how to create labels and rules for message organization and automation.

Using Rules can be a powerful way to automatically organize messages, assign users, designate a priority or track SLA.

CREATE LABELS

Thinks of a label as a folder. You'll see them tagged in messages as well as shown as a Folder in the left Nav Bar. These will be used in the Rules examples set forth below.

Step 1: Go to Labels

Go to Tools > Labels.

Step 2: Create Label

Click Create New.

Assign a Color by clicking on the Folder icon.

Enter the Label Name.

Step 3: Save

To Save, click on the Checkmark at the top right of the Label Box.

Labels can be automatically assigned using Rules and/or while viewing an email. You can assign more than one Label to a ticket.

CREATE RULES

Step 1: Go to Rules

Go to Tools > Rules.

Step 2: Create Rule

Click on Create New.

Enter the Rule Name. We suggest using a descriptive title based on the rules you are creating.

Click on the toggle button to Activate. To keep this in draft format, leave the toggle off.

Select a Condition, where it should be applied, and the trigger it should look for (if applicable). You can set more than one condition.

Assign an Action. An Action identifies what Replyco will do when the conditions of the Rule are matched. There are 5 options to choose from, all of which can be combined:

  • Update Ticket Status: Changes the status to Resolved if selected. Default is Not Set.

  • Update Ticket Priority: Changes the ticket priority. There are a number of priority levels to choose from (12 hours, urgent, non-urgent, etc.). The default value is Standard.

  • Allocate Label: Automatically organizes messages into a Folder Label for easier viewing.

  • Allocate User: Assigns the ticket to a specific user.

  • Archive: Mark the checkbox to automatically archive the message without any further action.

Step 3: Save

Click Save.

EXAMPLE 1 (as shown in video): If you want to assign Alex everything in your eBay integration, plus mark the tickets as Urgent and organize them with the eBay Label, do the following:

  1. Set the condition to Integrations > eBay.

  2. Set Ticket Priority to Urgent.

  3. Assign the Label eBay.

  4. Assign to Alex under Allocate User.

  5. Click Save.

EXAMPLE 2: If you want to assign all messages that contain “Shipping” to your shipping manager (we’ll use Alex again), do the following:

  1. Set the Condition to Title > Contains > Shipping.

  2. Assign to Alex under Allocate User.

  3. Click Save.