Summary
Filters in Rules help you automate responses based on specific conditions, such as keywords, chat status, or contact details. This guide explains the supported filters, how to set them up, and advanced ways to combine conditions for precise automation.
Instructions
Supported Filters
Here’s a list of filters you can use in your Rules, along with common use cases:
Filter | How It Works | Common Use Cases |
Incoming message matches keyword(s) | Checks if the message contains specified keywords. | Auto-reply to messages with words like "help" or "order." |
Contact initiates a new chat | Detects if the message starts a new conversation (not a reply). | Send a welcome message only to new chats. |
Timestamp | Checks if the message is sent during or outside working hours. | Set an out-of-office reply for after-hours messages. |
No keyword(s) matches | Ensures no other keyword-based rule applies. | Trigger a fallback response when no keyword rules match. |
Contact | Checks if the contact is new or existing in your list. | Customize replies for new leads vs. returning customers. |
Contact Attributes | Matches based on contact details (e.g., location, purchase history). | Segment responses (e.g., VIP customers vs. regular). |
Have a filter request? Share your suggestions here (e.g., chat status, tags).
How to Add Filters to Rules
Basic Setup
Single Condition
Select the attribute to filter (e.g.,
source_url).Define the value to match (e.g., "contains
sample.com").
Example:
plaintext IF source_url contains "sample.com" → Trigger action.
Multiple AND Conditions
Add stricter rules by requiring all conditions to be true:
Click And after your first condition.
Add another attribute (e.g.,
vip_customer = true).
Example:
plaintext IF source_url contains "sample.com" AND vip_customer is true → Trigger action.
OR Conditions
Broaden triggers by allowing either condition to be true:
Click "Or" to add an alternative.
Set a new attribute (e.g.
name = "Example Name").
Example:
plaintext IF source_url contains "sample.com" OR name is "Example Name" → Trigger action.
Advanced Usage
Combining AND + OR
Create complex rules by grouping conditions:
Example:
plaintext IF (source_url contains "sample.com" AND vip_customer is true) OR shop_name is "Cafe" OR address contains "India" → Trigger action.
Tailoring Responses to Segments
You can also use filters to customize replies for different audiences:
Example:
plaintext IF message contains "hello" AND contact does not exist → Send welcome message. IF message contains "hello" AND contact exists → Send personalized reply.
For instance, in the example shown in this screenshot, this rule will only execute when a new customer is sending hello.
Next Steps
Test rules with sample messages to ensure filters work as expected.
Combine filters with automated actions (e.g., tagging, assigning chats).
Frequently Asked Questions (FAQs)
General questions
1. What are filters in Rules?
→ Filters in Rules help you automate responses based on specific conditions such as keywords, chat status, contact details, or message timing.
2. Why should I use filters in my Rules?
→ Filters allow you to tailor responses, automate repetitive tasks, and create more personalized customer experiences.
3. Where can I find the option to add filters in Rules?
→ You can add filters when creating or editing a Rule by selecting the conditions you want to apply.
Supported filters
4. What filters can I use in Rules?
→ The supported filters include:
Incoming message matches keyword(s)
Contact initiates a new chat
Timestamp (during or outside working hours)
No keyword(s) matches
Contact (new or existing)
Contact attributes (e.g., location, purchase history)
5. Can I request a new filter?
→ Yes, you can share your filter suggestions through the provided link in the guide.
Setting up filters
6. How do I create a Rule with a single condition?
→ Select the attribute you want to filter (e.g., source_url) and define the value to match. For example:IF source_url contains "sample.com" → Trigger action.
7. How do I create a Rule with multiple conditions?
→ To require all conditions to be true, use the "And" option when adding conditions. For example:IF source_url contains "sample.com" AND vip_customer is true → Trigger action.
8. How do I create a Rule that triggers if any condition is true?
→ Use the "Or" option to add alternative conditions. For example:IF source_url contains "sample.com" OR name is "Example Name" → Trigger action.
9. Can I combine both AND and OR conditions in a Rule?
→ Yes, you can group conditions to create complex Rules. For example:IF (source_url contains "sample.com" AND vip_customer is true) OR shop_name is "Cafe" → Trigger action.
Advanced Usage
10. How can I tailor responses based on the contact's details?
→ You can customize replies using filters like "Contact" or "Contact Attributes" to segment responses for new vs. existing contacts or based on specific attributes like location or purchase history.
11. How do I send different replies based on whether the contact is new or existing?
→ Create separate conditions within the Rule:
For new contacts:
IF message contains "hello" AND contact does not exist → Send welcome message.For existing contacts:
IF message contains "hello" AND contact exists → Send personalized reply.
Troubleshooting and best practices
12. How can I test if my filters work correctly?
→ Test your Rules using sample messages to check if the filters are triggering the expected actions.
13. Can I combine filters with automated actions?
→ Yes, you can combine filters with actions like tagging chats, assigning conversations, or sending specific replies for better automation.