Assigning and Prioritizing Conversations Based on Subject Lines

Overview

In Kayako, you can create a trigger that auto-assigns conversations to a specific team or agent based on subject lines. You can build a trigger that will look for certain words in the subject line (e.g., "urgent", "important", etc.), and assign that conversation to an expert who can jump on the conversation immediately.

 

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Diagnosis 

Say a customer writes in and the espresso machine they bought from you has broken down, just before a big coffee-tasting event that they have scheduled. Their email subject line might read something like 'URGENT: An espresso machine is broken!'. Now, your support team might notice the subject line and jump on the conversation immediately — but we do not want to leave that to chance.

Instead, we can build a trigger that will look for Urgent in the email subject line and immediately assign the conversation to a specialized team (e.g., the Escalations team), so they can make sure it is taken care of. We will also bump the conversation priority up to Urgent for good measure.

NOTE: To learn more about the different conditions and actions available when building automations, please visit the Building Automation Conditions article.

 

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Prerequisite

• To add a trigger in Kayako, you need an administrator account with the 'Manage automations' permission.

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Solution

1. Sign in to your Kayako and go to the admin area.

2. In the sidebar, click Triggers to see the list of any triggers that have been created in your Kayako.

3. Click the New trigger button.

   

4. In the Rule Title field, add a descriptive title. In this exercise, let's say Urgent Priority Conversations.

   NOTE: It's essential to use a good naming convention so you can keep track as you add more and more automations.

5. In the Rule Settings section, we're going to leave Any selected, since we want it to apply to conversations from any source. You may select the appropriate channel as needed. Say you want this rule to be applied to emails only, then select Email from the drop-down menu.

6. In the 'When these conditions are met' section, from the 'Select a condition' dropdown, choose 'Conversations: Subject'.

   • From the next dropdown, choose contains.
   • From the last blank field, type [the word or phrase you want to capture]. In this exercise, we would like to capture "urgent" from the subject line.
     
     NOTE: This value is not case sensitive. If you want to add more words, you may use the OR condition by clicking the +Add a new condition link below the first condition. Then, follow the same pattern and type the word or phrase you want to capture in the last blank field.
     

7. Click the +AND button to add an AND condition.

8. From the Select a condition dropdown, choose Conversation: Update type.

   • From the next dropdown, choose equal to.
   • From the last dropdown, choose New conversation created.
     

9. In the 'Perform the following actions' section, from the 'Select an action' dropdown, select Conversation: Team.

   • From the next dropdown, choose change.
   • From the last dropdown, choose the '[name of the team]' (in this exercise, we are selecting the Escalations Team).
10. Click the +Add a new action link. From the 'Select an action' dropdown, select Conversation: Priority.
    • From the next dropdown, choose change.
    • From the last dropdown, choose Urgent.

11. Click the Save button to create your new trigger.

    

 

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Confirmation

Every time your customer enters a specific word or phrase specified in your trigger condition, the conversation will be assigned automatically to the team you specified in the trigger action. 

 

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