Rules take routine work off your hands: when something happens on a contact, the tool does something you defined beforehand. The guiding example: someone on your team sets the acquisition status in onOffice to "Lead disqualified", and the rule takes the contact out of the scan. Nobody has to remember it anymore.
Creating rules
You find rules in the tool settings, in the Rules section. A rule consists of one trigger, optional conditions, and up to five actions; you create it in the editor. Three templates get you started: "On a new finding: create a task", "On an inbound inquiry: follow-up in 2 days", and "On a maintained status field: exclude from the scan". A template is a pre-fill of the editor, not a concept of its own: you can change every part freely before saving.
Triggers
Conditions
Conditions narrow down when a trigger actually leads to an execution. You can add several and choose whether all of them must match (and) or one is enough (or). Examples: the contact type is one you picked (or explicitly is not), an onOffice field has a certain value, the last contact is older than a number of days. Without conditions, the trigger alone is enough.
Actions
Up to five actions per rule. Available:
- Move to a phase
- Assign an agent
- Create a follow-up
- Create a task
- Generate an AI briefing
- Exclude from the database scan
- Write the assessment to onOffice
- Ask the contact for current details (data request)
An AI briefing created by a rule costs credits just like one you create by hand: charged silently, as everywhere on the platform. The add-on includes only the database scans. All figures: Cost and add-on.
Every rule starts paused
A new rule is paused after saving. You activate it with the switch in the list, and from then on it applies exclusively to new events from that moment. Whatever happened during a pause never fires afterwards: a backlog that runs all at once on activation would be an automation that surprises you with the past.
A rule only reaches your existing contacts through Apply to existing contacts. That runs in two steps: first a dry run shows how many and which contacts match the rule today, and nothing happens. Applying is a separate, deliberate click afterwards.
Your action-approval settings apply to rules unchanged: whatever is set to approval there lands in the approvals list and waits for your click instead of going out. Whatever you have switched off stays off, even when a rule initiates it.
Log and automation block
Every rule keeps its own log, reachable via its three-dot menu: every hit with the outcome per action, including "waiting for approval" or "not permitted". In a contact's dossier, the Automation block shows what rules have done on exactly this contact.
Limits
Rules react to events the tool sees. A field change in onOffice is therefore detected at the next sync, not in the second of typing. And: if you delete a rule, its log is deleted with it. Actions the rule has already executed (tasks, phases, exclusions) remain in place.
Related
How findings come about: Database scan. What the tool costs: Cost and add-on. All settings sections: Settings in detail. Back to the overview.