Rule template: Negative topics

This template will Fail a conversation if certain topic(s) are detected.

Let's walk through each step for creating a rule that will Fail a conversation when an agent uses rude words.

Step 1: create the rule using the "Negative topic" template

Step 2: name the rule and give it a long description

Step 3: Select topic(s) to be detected on the agent side

Step 4: Decide "when" in the conversation these topics need to be detected

Step 5: Save the rule. It will now run automatically on all your ticket/chat history, as well as on any new conversation coming into your Helpdesk.