Rules are handy tool that you can use in Groove to help automate certain parts of your workflow and save your support agents valuable time. 

*It's important to note that rules only apply to new, incoming conversations as they arrive in your Groove account. It's not possible to trigger rules to run on conversations after they are already created in your account.*

Put simply, rules are composed of filters (what you are looking for) and actions (what you want to happen).

You can use rules to do a variety of things like automatically assign conversations to a team or agent, change the status, add star priority, or add tags, etc.

Creating a New Rule

To get started with a new rule, go into your Automate → Rules and then click "Create rule" in the upper right corner.  First decide which trigger you want to make the rule fire.  The most common is "New conversation received" which means anytime a message comes in.  There are 20+ other triggers you can choose from.

Next, you'll need to set up one or more conditions for your rule. You can choose to match ALL conditions or ANY conditions.  All means all conditions you set must be met in order for the rule to fire.  ANY means that any one of the conditions can be met and the rule will fire.

Once you've added the filters (what you are looking for) then select the actions you want to happen.

Order of Rules

Rules run in the order they are listed. A rule above can affect or trigger a rule below it.  If Rule A adds a billing tag, and Rule B moves conversations tagged with billing to a different folder, then all it well.  If Rule B is moved above Rule A then it will not move the conversations automatically. You can change the order by dragging/dropping.

To Edit a rule, click on the pencil icon and this will take you to the settings page where you can make changes. 

If you want to Disable (but not delete) a rule, click the button to disable on the right side of the Edit Rule window. This makes the rule inactive, but keeps it in your settings if you want to reactivate it in the future.

To Delete a rule, simply click the trash can button on the right side of the list.