Rule template: Script Delivered

Let's walk through each step for creating a rule that will Pass a conversation when specific topic(s) are detected: for example check that Opening greetings are correctly used.

Step 1: create the rule using the "Script delivered" 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.