Rules

Q: What is a rule in Replyco?

A rule is a saved instruction under Tools›Automation, tab Rules: when a new customer message matches its conditions, Replyco carries out its actions, such as adding a label, setting a priority or assigning a colleague. Every switched-on rule is checked on every new customer message, from the top of the list down.

Q: Which rules does a new company start with?

Three switched-on rules: SLA Allocation gives every incoming message the priority 24 standard hours, Cancellations labels messages whose subject or text mentions a cancellation and gives them 24 standard hours as well, and Post-Sale labels tickets that have an order. In the German region they are SLA-Zuweisung, Stornierungen and Nachverkauf. Change, switch off or delete them on the Rules tab like any other rule.

Q: Can I search the list of rules?

No. The Rules tab under Tools›Automation shows every rule in run order, with no search box and no filter. Give rules names that say what they do, and select a name to read its conditions and actions in the details panel.

For: Account owners, administrators and team leads who set up how incoming tickets are sortedRequires: The Automation permission, with edit rights to change rules; Replyco AI for the tone conditionScreenshots show sample data

The Rules tab is where you tell Replyco what to do with incoming customer messages without anyone reading them first: label every cancellation request, give orders above a certain value your fastest priority, hand angry customers to a senior colleague, file marketplace notifications away. Each rule has a name, conditions and actions, and the list shows the rules in the order they run. Open it from ToolsAutomation; it is the first tab, so the menu item lands on it.

Availability: the tab is shown to users with the Automation permission; creating, changing, reordering and deleting rules needs the edit level of that permission (see User permissions and roles). Rules are part of every plan. The tone score condition needs Replyco AI, which every plan includes; the Linnworks actions appear once a Linnworks account is connected.

What you can do here

See every rule in the order it runs. Replyco runs every switched-on rule, from the top of the list down, on each new customer message, so the list is also the run order. The screen at a glance · Rules for incoming tickets
Read what a rule does. A click on a rule spells out its conditions and actions in plain words. Read what a rule does
Create a rule. A rule needs a name, at least one condition with a value and at least one action. Create a rule
Combine conditions. Conditions in one group must all match; groups are alternatives. Combine conditions with AND and OR
Choose what the rule does. Set the status or priority, add labels, assign a colleague, archive or mark as read. Choose what the rule does · Ticket priorities and SLA
React to the customer’s mood. The tone score from AI is a condition like any other. Choose what the rule looks at · Message tone analysis
Change, copy, reorder, switch off or delete a rule. Edit a rule · Copy a rule · Change the order · Switch a rule off or on · Delete a rule
See who changed a rule. Each rule keeps its own history. See who changed a rule
Apply rules to tickets you already have. Run Rules in a ticket list runs your rules on selected tickets. Run rules on tickets you already have · Ticket lists

The screen at a glance

The Rules tab of Tools › Automation in Replyco. The left column lists the Automation tabs Rules (selected), Templates, Auto-response Rules and Feedback Rules. On the right, under the heading Rules and its description, the rules are listed in the order they run: "SLA Allocation", "Cancellations", "Escalations", "High value order", "Damaged items", "B2B", "eBay Questions" and "eBay Notifications" are visible, each card with a drag handle on the left, the history, edit, copy and delete icons and a blue switch that is on. In the top right corner the Create New button is highlighted; it opens an empty rule form. — Rules are listed in the order they run; the switch turns a rule on or off and Create New adds one.

Region	What it shows	What you do there
Automation tabs, left	Rules, Templates, Auto-response Rules, Feedback Rules	Switch between the automation lists
Header, top	The heading Rules, a short description and Create New	Start a new rule
The list	One card per rule, in run order: drag handle, name, clock, pencil, copy and bin icons, and a switch	Reorder, open, edit, copy, delete, switch on or off
Details panel, right (after a click)	The rule’s name, Conditions, Actions, and Delete, Copy, Edit	Read a rule, then act on it

The list has no search box and no grouping: switched-off rules stay in their place with the switch off. With no rules at all, the list reads No rules found..

A new company starts with three switched-on rules: SLA Allocation, which gives every incoming message the priority 24 standard hours; Cancellations, which labels messages that mention a cancellation and gives them the same priority; and Post-Sale, which labels tickets that have an order. In the German region their names are SLA-Zuweisung, Stornierungen and Nachverkauf. They are ordinary rules: change, reorder, switch off or delete them.

Read what a rule does

Open ToolsAutomation, tab Rules.
Select a rule’s name. The card is outlined in blue and the details panel opens on the right.
Read the panel. Under Conditions, each condition reads Where, the source, the comparison (or Is for a pick from a list) and the value; conditions in one dashed box are joined by AND, boxes by OR. Under Actions, each action the rule takes is listed with its value.
Select Edit, Copy or Delete at the bottom, or the cross to close the panel.

The details panel of the Rules tab after selecting the rule "Escalations". Under its name, the Conditions block reads Where "Tone score (0 = furious, 1 = delighted)" Equals or Less Than "0.3". The Actions block lists Allocate into Label with the label "Escalations" and Allocate User with "Theo Rowe". At the bottom are the red Delete button, Copy and the highlighted Edit button, which opens the rule in the Edit Rule form; the cross in the top corner closes the panel. — Select a rule to read its conditions and actions in plain words before you change it.

Example: the Northwind rule Escalations reads Where Tone score (0 = furious, 1 = delighted) Equals or Less Than 0.3, with the actions Allocate into Label Escalations and Allocate User Theo Rowe.

When a rule points at something that no longer exists, the panel says so instead of a name: [priority deleted] for a deleted priority, [user deleted] for a removed user, [account deleted] for a removed account, and [not available] for a value Replyco cannot show. Edit the rule and choose a new value.

Create a rule

On the Rules tab, select Create New in the top right corner. The form Create Rule replaces the list.
Enter a name under Name. It appears in the list, in the ticket history and in the rule’s own history, so name what the rule is for, for example Weekend orders.
Decide on Active. A new rule starts with the switch at OFF, so it is saved but does not run. Turn it on now if the rule should act on the next message.
Under Conditions, open Select Source and pick what to look at, then the comparison and the value. Add more conditions with Add New Condition or an alternative group with Add New Group.
Under Actions, fill in at least one action.
Select Save in the top right corner, or in the column on the right once you have scrolled down.

The Create Rule form on the Rules tab with the Select Source drop-down of the first condition open and highlighted. The list is grouped and scrolled past the Message group: under Ticket it offers Assigned To, Marketplace, Account, Day of week, Created On, Number Of Messages and Ticket Status, and the Customer group heading follows. The Message group above and the Customer, Order and Product entries below are reached by scrolling. Above the condition are the empty Name field and the Active switch, which is OFF. — Select Source groups every condition by what it looks at: the message, the ticket, the customer, the order or the product.

Replyco returns you to the list, shows Success and reloads the list. A new rule is added at the bottom, so it runs after all the others; drag it higher if it should run earlier. Creating a rule also ticks the matching item of the onboarding checklist.

The rule acts on customer messages that arrive from now on. To apply it to tickets that are already there, use Run Rules; see Run rules on tickets you already have.

Back at the top of the form leaves without saving: everything you entered is lost.

Combine conditions with AND and OR

A rule has one or more groups of conditions, each in its own dashed box. All conditions in a group must match (they are joined by AND), and one matching group is enough (groups are joined by OR).

The Edit Rule form for "B2B" on the Rules tab, scrolled to the Conditions section. The first group holds two condition rows joined by AND: Account set to the support mailbox and Subject Contains "wholesale". Below the group an OR badge leads to the second group with one row, Subject Contains "bulk order". Each row has a bin icon, each group has Add New Condition and its own bin icon. The highlighted Add New Group button at the bottom starts another alternative group. On the right, the contents list and the Save button. — Conditions in one group must all match; groups are alternatives, joined by OR.

You want	Build it as
A message that meets two facts at once	One group with two conditions
A message that meets either of two facts	Two groups with one condition each
(Fact A and fact B) or fact C	One group with A and B, a second group with C

Example: Northwind’s B2B rule has two groups. The first matches a message to the account support@northwind-electronics.example.com whose subject contains wholesale; the second matches any message whose subject contains bulk order. A message to that account about bulk order pricing matches through the second group.

The bin icon at the end of a row removes that condition; the bin icon next to Add New Condition removes the whole group. Removing the last condition leaves a new empty row, because a rule always has one. Add New Group refuses to add a group while the last one is empty, with Please finish creating the last Group before adding another.

Choose what the rule looks at

Select Source groups every condition by what it looks at. Choosing a source shows the fields that belong to it: a comparison and a value box, or a list to pick from.

Group	Sources
Message	Text, Subject, Language, Sent To, Tone score (0 = furious, 1 = delighted)
Ticket	Assigned To, Marketplace, Account, Day of week, Created On, Number Of Messages, Ticket Status
Customer	Customer Name, Customer Email
Order	Order Status, Payment Status, Created Date, Shipped Date, Total Price
Product	Marketplace ID, Subject, SKU

What each source compares, which comparisons it offers and how empty fields behave is explained in Rules for incoming tickets. The tone score, the only AI condition, is described in Message tone analysis. There is no condition on AI categories.

Choose what the rule does

Under Actions, fill in only what the rule should change; an empty select or a switch at OFF leaves that part of the ticket as it is.

The Actions section of the Edit Rule form for "Escalations". Update Ticket Status shows its placeholder Select New Status and Update Ticket Priority shows Select New Priority, so neither is changed. Allocate into Label holds the label "Escalations" with a cross to remove it. The highlighted Allocate User select shows "Theo Rowe", the colleague every matching ticket is assigned to. Archive Ticket and Mark as Read are switches, both OFF. Each action has a short description on the left. — Fill in only the actions you want; an empty select or a switch that is off leaves that part of the ticket alone.

Action	What it does to a matching ticket
Update Ticket Status	Sets the status: Resolved resolves the ticket, Not Set reopens it
Update Ticket Priority	Gives the ticket one of your priorities, with its respond and resolve deadlines
Allocate into Label	Adds one or more labels; labels the ticket already has are kept
Allocate User	Assigns the ticket to one colleague, replacing any assignee
Archive Ticket	Archives the ticket
Mark as Read	Marks the new message, and so the ticket, as read
Change Order Tag, Change Order Lock State, Change Order Park State	Tag, lock or park the ticket’s order in Linnworks; shown only with a Linnworks account connected

For what each action does on every message and how rules that set the same thing interact, see Rules for incoming tickets. For priorities and their deadlines, see Ticket priorities and SLA.

Fix a rule that will not save

Save checks the form in this order and stops at the first problem, with a red message in the top right corner:

Message	What is missing
You cannot save a Rule without name.	The name is empty
You must set an Action for each rule in order to save.	No action is filled in
Every group must contain at least one condition.	A group has no condition left
You must set a value for each condition.	A condition has no source or no value

The Create Rule form on the Rules tab after Save was selected with only a name filled in. In the top right corner a red error message is highlighted: "You must set an Action for each rule in order to save." The form is unchanged: the Name field holds "Weekend orders", the Active switch is OFF, and the first condition still shows Select Source. Nothing is saved until the rule has at least one action and every condition has a value. — Replyco checks the name, then the actions, then the conditions, and names the first thing missing.

Replyco refuses to create a rule whose label was deleted in the meantime, with “The label that is used in the rule doesn’t exist.”

Edit a rule

Select the pencil icon on the rule’s card, or the rule’s name and then Edit in the details panel.
Change the name, the switch, the conditions or the actions. The Save button pulses while you have unsaved changes.
Select Save.

The form Edit Rule has a small contents list on the right: General Info, Conditions and Actions jump to that part. A saved change applies to the next customer message; tickets the rule already acted on keep what it did. The rule keeps its place in the list.

Copy a rule

Select the copy icon on a card, or Copy in the details panel. The form opens with everything the original has: its name followed by (copy), its switch position, its conditions and its actions. Save creates a new rule at the bottom of the list and leaves the original unchanged.

A copy is the quickest way to write a variant, for example the same routing for a second eBay account. Rename it before you save, so the ticket history tells the two apart. A copy of a switched-on rule is saved switched on, so check its conditions first: until you change them, both rules act on the same messages.

Change the order

Drag a card by its handle on the left and drop it where it should run. Replyco saves the new order when you drop it and reloads the list.

The order decides which rule has the last word. Every switched-on rule runs on each new message, top to bottom, and a later rule that sets the same status, priority or assignee replaces what an earlier one set. Labels add up instead. Example: Northwind’s SLA Allocation at the top gives every message Standard (24 hours), and High value order further down gives orders of 250 or more VIP customers; because it runs later, VIP customers stays. Drag SLA Allocation to the bottom and every ticket ends up with Standard (24 hours) again. For more worked examples, see Rules for incoming tickets.

Switch a rule off or on

The switch on each card turns a rule off or on. It saves at once and shows Success; the card stays where it is.

A switched-off rule keeps its conditions, actions and place in the list, but it does not run on new messages and Run Rules skips it too. Switch it on again and it acts on the next message. The Active switch inside the form does the same, when you save.

Delete a rule

Select the bin icon on a card, or Delete in the details panel, and confirm with Yes. The card’s confirmation asks Are you sure you want to delete this rule?, the panel’s asks Are you sure you want to delete this item?; both delete the rule.

Deleting is permanent. What the rule already did to tickets stays, and so do the history rows it left in them. To stop a rule for a while, switch it off instead.

See who changed a rule

Select the clock icon on a rule’s card. The details panel shows the rule’s history, one line per change with the person and the date:

Line	When it is written
[name] created this message rule	The rule was created
[name] updated this message rule. Click on this row to see changes	Someone saved changes; select the line to see which of the name, conditions or actions changed, with their previous values
[name] turned on this message rule or turned off this message rule	Someone used the switch on the card
[name] changed the priority of this message rule	Someone dragged a card to change the order

The history of the rule "Escalations" in the details panel of the Rules tab, one line per change with the person and the date: Chloe Osborne created this message rule on 16/02/2026 09:12 and turned on this message rule a minute later; the highlighted line reads "Theo Rowe updated this message rule. Click on this row to see changes", dated 27/02/2026 15:41, and is expanded to "Property Conditions was changed" with a Previous Value link. The last line: Chloe Osborne changed the priority of this message rule on 02/03/2026. A Close button ends the panel. — The clock icon on a rule shows who created, switched, changed or moved it, and what changed.

A rule with no recorded changes shows No changes were made to this item yet. Lines of users who have since been removed are not shown. Close returns to the list.

Run rules on tickets you already have

Rules act on messages as they arrive. For tickets that are already in a list, for example after you created or corrected a rule, run the rules by hand:

Open a ticket list under Tickets and tick the tickets.
Select Run Rules, the first icon of the bar that appears at the top.

The Not Resolved ticket list in Replyco with two tickets ticked: "Earbuds arrived with a cracked charging case" from Oliver Bennett and "Received the 4-in-1 hub instead of the 7-in-1" from Daniel Hughes. The bulk action bar at the top starts with the counter 2/14, and its first icon, a gear, is highlighted with the tooltip "Run Rules". Selecting it runs every active rule, in the order of the Rules tab, on the latest message of each ticked ticket. The other icons of the bar follow to its right. — Run Rules applies your active rules to tickets that are already in a list.

Replyco runs every switched-on rule, in the order of the Rules tab, on the latest message of each ticked ticket, shows Success and reloads the list. The latest message can be your own reply, so a rule that looks at the customer’s words or tone may not match. Auto-responses are not sent this way, and tickets of blocked customers are included. For the whole bar, see Ticket lists.

Every control, explained

The Rules tab has a list with a header and a details panel, and a full-width form for creating and editing.

Rules tab

Where

ToolsAutomation, first tab in the left column under Automation. The address ends in ?tab=rules, and opening the menu item without a tab lands here too.

What

Opens the list of message rules for tickets. The tab is visible to everyone with the Automation permission; without its edit level, saving, reordering and deleting are refused with You don't have enough rights.

Why

Rules, templates and auto-responses sit side by side because they work on the same incoming messages.

Create New

Where

Top right corner of the tab, next to the heading.

What

Opens the empty form Create Rule with one empty condition, Active at OFF and no actions. It shows a spinner while a new rule is being saved.

Why

Start a rule from scratch. To start from an existing one, use Copy instead.

Rule card

Each card holds the rule’s name and these controls, from left to right:

Control	What it does	Why
Drag handle	Moves the rule up or down; saves on drop	The order decides which rule has the last word
Name	Opens the details panel	Read before you change
Clock icon	Opens the rule’s history in the details panel	Find out who changed a rule and when
Pencil icon	Opens the form Edit Rule	Change the rule
Copy icon	Opens a filled form that saves as a new rule	Write a variant without starting again
Bin icon	Asks Are you sure you want to delete this rule? and deletes on Yes	Remove rules you no longer need
Switch	Switches the rule on or off; saves at once	Pause a rule without losing it

Details panel

Where

Right of the list, after you select a rule’s name.

What

Shows the name, Conditions with each condition written out and joined by AND and OR, and Actions with each action’s value. At the bottom: Delete (asks Are you sure you want to delete this item?), Copy and Edit. The cross closes the panel.

Why

Check exactly what a rule matches and does before you change, move or delete it.

Name

Where

First field of the form, under General Info.

What

The rule’s name in the list, in the ticket history row Rule Escalations applied and in the rule’s history. Required: saving without it gives You cannot save a Rule without name.. Names do not have to be unique.

Why

The ticket history shows only the name, so a name that says what the rule does, such as Escalations, explains a change without opening the rule.

Active

Where

Under the name, on the right. The switch on each card in the list does the same.

What

ON means the rule runs on new messages and with Run Rules; OFF keeps it without running. A new rule starts at OFF; a copy starts as the original was. In the form it takes effect when you save; on the card it saves at once.

Why

Save a rule switched off, check it in the details panel, then switch it on.

Select Source, comparison and value

Where

Each row under Conditions: the source on the left, then the comparison (Select Condition until chosen) and the value, and a bin icon at the end.

What

The source decides what is compared. Text sources offer Contains, Not Contains, Starts With, Ends With and, except for the message’s text and subject, Equals. Dates offer More Than and Less Than a number of days ago; the details panel adds day(s) ago. Numbers offer Equals, Equals or More Than and Equals or Less Than. Sources that can be empty add Not Set (N/A). Language, Marketplace, Account, Assigned To, Ticket Status and Day of week show a list instead; Day of week takes several days. Changing the source clears the comparison and the value.

Why

Each source is one fact about the message, ticket, customer, order or product; see Rules for incoming tickets for what each one compares.

Add New Condition, Add New Group and the bin icons

Where

Add New Condition and a bin icon under each group; Add New Group below the last group; a bin icon at the end of each condition row.

What

Add New Condition adds a row joined by AND to that group. Add New Group adds an alternative group joined by OR, but not while the last group is empty. The bins remove a condition or a whole group.

Why

Build “this and that” in one group and “this or that” with groups.

Actions

The actions under Actions, in the order the form shows them:

Action	What it does	Why
Update Ticket Status	Select New Status: Not Set or Resolved	Resolve notifications that need no reply
Update Ticket Priority	Select New Priority: one of your priorities, with its deadlines	Start the right deadline without triage
Allocate into Label	Select Label to assign: one or more labels, added to those the ticket has	Give each kind of ticket its own list
Allocate User	Select User: one colleague, replacing any assignee	Route tickets to the right person
Archive Ticket	Switch; archives the ticket	Keep automatic notices out of your lists
Mark as Read	Switch; marks the message and the ticket as read	Stop notices from counting as unread
Change Order Tag	Select New Linnworks Order Tag: tag 1 to 6 on the Linnworks order	Mark orders in Linnworks from the message
Change Order Lock State	Lock or Unlock	Stop an order from changing while a question is open
Change Order Park State	Park or Unpark	Hold an order, for example on a cancellation request

The three Linnworks actions appear only while a Linnworks account is connected and act only on tickets whose order comes from Linnworks; see Linnworks.

Save, Back and the contents list

Where

Back above the form’s heading, Save on the right of it; the contents list and a second Save in the column on the right.

What

Save checks the form and stores the rule, or shows the first problem. Back leaves without saving. The contents list jumps to General Info, Conditions or Actions.

Why

Long rules scroll; the second Save keeps saving in reach.

History panel

Where

The clock icon on a card opens it in the details panel.

What

Lists created this message rule, updated this message rule. Click on this row to see changes, the switch lines and changed the priority of this message rule with name and date; an update line expands to show what changed. Close ends it.

Why

When tickets suddenly behave differently, the rule’s history shows who changed what and when.

Run Rules

Where

In every ticket list under Tickets, the first icon of the bar that appears when tickets are ticked.

What

Runs every switched-on rule, in list order, on the latest message of each ticked ticket, then reloads the list. No auto-response is sent.

Why

Apply a new or corrected rule to tickets that arrived before it.

Who sees what

Part of the tab	What shows it
The tab itself, under ToolsAutomation	The Automation permission (included in the Admin and Moderator roles)
Saving, copying, reordering, deleting	The edit level of Automation; otherwise You don't have enough rights
The switch on a card	Every user who sees the tab
Tone score (0 = furious, 1 = delighted) under Message	Replyco AI, part of every plan
Change Order Tag, Change Order Lock State, Change Order Park State	A connected Linnworks account
Run Rules in the ticket lists	Every user who can open a ticket list

What you need to know

Topic	Fact
What runs	Every switched-on rule, top to bottom, on each new customer message. There is no “stop here”.
Required	A name, at least one condition with a value, at least one action.
New rules	Start switched off and are added at the bottom.
Order	Saved when you drop a card; later rules overwrite status, priority and assignee, labels add up.
Switch	Saves at once; a switched-off rule keeps its settings and place.
Copy	Copies name, switch, conditions and actions; saves as a new rule at the bottom.
Scope	Rules belong to the company: everyone with the tab sees and changes the same list.
Search	The list has none; every rule is shown.
Delete	Permanent; what the rule did to tickets stays.
Labels in use	A label that a rule adds cannot be deleted until you remove it from the rule.
Existing tickets	Not changed by a new or edited rule until you use Run Rules.

Frequently asked questions

General

What is a rule in Replyco?

A rule is a saved instruction under ToolsAutomation, tab Rules: when a new customer message matches its conditions, Replyco carries out its actions, such as adding a label, setting a priority or assigning a colleague. Every switched-on rule is checked on every new customer message, from the top of the list down.

Which rules does a new company start with?

Three switched-on rules: SLA Allocation gives every incoming message the priority 24 standard hours, Cancellations labels messages whose subject or text mentions a cancellation and gives them 24 standard hours as well, and Post-Sale labels tickets that have an order. In the German region they are SLA-Zuweisung, Stornierungen and Nachverkauf. Change, switch off or delete them on the Rules tab like any other rule.

Can I search the list of rules?

No. The Rules tab under ToolsAutomation shows every rule in run order, with no search box and no filter. Give rules names that say what they do, and select a name to read its conditions and actions in the details panel.

Creating and editing

Why won’t Replyco save my rule?

Save stops at the first problem and names it: You cannot save a Rule without name., You must set an Action for each rule in order to save., Every group must contain at least one condition. or You must set a value for each condition.. Fix what the message names, for example add an action or fill in a condition’s value, and select Save again.

I saved a rule but it does nothing. Why?

A new rule is saved with Active at OFF unless you switched it on in the form. Check the switch on its card on the Rules tab. A switched-on rule then acts on customer messages that arrive from now on; for older tickets, tick them in a ticket list and select Run Rules.

Does the order of rules matter?

Yes. Every switched-on rule runs on each new message from the top of the Rules list down, and a later rule that sets the same status, priority or assignee replaces what an earlier one set, while labels add up. Drag the card by its handle to change the order; Replyco saves it when you drop the card.

What happens to the original when I copy a rule?

Nothing. The copy icon or Copy opens a form filled with the original’s name plus (copy), its switch position, conditions and actions, and Save creates a new rule at the bottom of the list. The form is headed Create Rule, because saving creates a new rule.

I selected Back and my rule is gone. Can I get it back?

No. Back on the rule form leaves without saving, so unsaved changes are lost. Replyco only keeps what you saved with Save; the clock icon on the rule’s card shows each saved change.

Conditions and actions

Can a rule look at the AI category of a ticket?

No. The conditions under Select Source cover the message, ticket, customer, order and product, and the only AI value among them is Tone score (0 = furious, 1 = delighted). To work by AI category, filter the ticket list by category; see AI categories.

Can a rule send an auto-response or a template?

No. Rule actions change the ticket: status, priority, labels, assignee, archive and read state, plus the Linnworks actions. Automatic replies are set up on the neighbouring tab under ToolsAutomation › Auto-response Rules; see Auto-responses for tickets.

Can a rule remove a label or unassign a ticket?

No. Allocate into Label only adds labels and keeps the ones a ticket has, and Allocate User always assigns one colleague. To remove labels or assignees, do it in the ticket or with the bulk actions of a ticket list; see Assign, label and merge tickets.

Why are the Linnworks actions missing from my rule form?

Change Order Tag, Change Order Lock State and Change Order Park State appear under Actions only while a Linnworks account is connected to Replyco, and they act only on tickets whose order comes from Linnworks. See Linnworks.

Running rules

Do rules run on messages I send?

No. Rules run on incoming customer messages. Your replies, and messages that arrive as sent by your company, are not checked. Run Rules in a ticket list is the exception: it runs on each ticket’s latest message, which can be your own reply.

How do I apply a new rule to tickets that are already there?

Open a ticket list under Tickets, tick the tickets and select Run Rules in the bar at the top. Replyco runs every switched-on rule on the latest message of each ticket, in the order of the Rules tab; no auto-response is sent.

Who can run rules from a ticket list?

Everyone who can open a ticket list: Run Rules appears in the bar at the top of every list. It runs the rules exactly as they are saved under ToolsAutomation, so running them never changes a rule; changing rules needs the edit level of Automation.

Data and history

Where can I see that a rule changed a ticket?

In the ticket’s history, the grey rows between the messages: a rule that matched leaves Rule Escalations applied, or Henry Clarke ran rule Escalations when someone applied it with Run Rules, without listing what it changed. History rows appear for users who have Load user logs in the ticket switched on in Account Settings. See The ticket screen.

Can I see who changed a rule?

Yes. The clock icon on the rule’s card on the Rules tab shows who created it, switched it, changed it and moved it, with dates. Select an update line to see which of the name, conditions or actions changed, and their previous values.

Troubleshooting

Symptom	What to check
A new rule does nothing	The switch on its card: new rules are saved at OFF. Then whether the message arrived after you switched it on; for older tickets use Run Rules.
A rule set a priority, but the ticket shows another	A rule further down the list set a different priority, or tone analysis replaced it; see Rules for incoming tickets and Message tone analysis.
You must set a value for each condition.	A condition has no value, or a row has no source picked. Fill in the value, or delete the empty row with its bin icon.
Every group must contain at least one condition.	A group has no condition left after you deleted its rows. Delete the empty group with the bin icon next to its Add New Condition.
The details panel shows [priority deleted], [user deleted] or [account deleted]	The priority, user or account was deleted. The condition or action no longer works; edit the rule and pick a current one.
Saving is refused with You don't have enough rights	Your user has only the view level of Automation. Ask an administrator; see User permissions and roles.
A label cannot be deleted: “This Label is used in rules”	The message names up to three rules that add the label. Remove it from those rules, then delete the label.
Run Rules changed nothing	The latest message of the ticket is your own reply, so text, language and tone conditions do not match it, or no switched-on rule matches.

Rules for incoming tickets: how rules run, every condition and action, worked examples
Message tone analysis · Ticket priorities and SLA · Priorities & SLA
Ticket lists · Blocked tickets · Assign, label and merge tickets
Templates · Auto-response Rules · Labels
Linnworks · User permissions and roles

Rules

What you can do here

The screen at a glance

Read what a rule does

Create a rule

Combine conditions with AND and OR

Choose what the rule looks at

Choose what the rule does

Fix a rule that will not save

Edit a rule

Copy a rule

Change the order

Switch a rule off or on

Delete a rule

See who changed a rule

Run rules on tickets you already have

Every control, explained

Rules tab

Create New

Rule card

Details panel

Name

Active

Select Source, comparison and value

Add New Condition, Add New Group and the bin icons

Actions

Save, Back and the contents list

History panel

Run Rules

Who sees what

What you need to know

Frequently asked questions

General

What is a rule in Replyco?

Which rules does a new company start with?

Can I search the list of rules?

Creating and editing

Why won’t Replyco save my rule?

I saved a rule but it does nothing. Why?

Does the order of rules matter?

What happens to the original when I copy a rule?

I selected Back and my rule is gone. Can I get it back?

Conditions and actions

Can a rule look at the AI category of a ticket?

Can a rule send an auto-response or a template?

Can a rule remove a label or unassign a ticket?

Why are the Linnworks actions missing from my rule form?

Running rules

Do rules run on messages I send?

How do I apply a new rule to tickets that are already there?

Who can run rules from a ticket list?

Data and history

Where can I see that a rule changed a ticket?

Can I see who changed a rule?

Troubleshooting

Related