How do I apply ordering to my Automated Rules?

You can order your Automated Rules to determine how messages, reviews or posts get specific actions you created in a certain order.

Note: This feature is only available on the Advanced Plan.

There are two rule types:

• Ordered - processed sequentially, and only the first matching rule is applied to a message.
• Unordered - all matching unordered rules process the message after it’s passed through the ordered rules.

How do messages process through Ordered Rules?

Ordered Rules process sequentially. Once a message, review or post matches a rule in the ordered section, the remaining rules in the Ordered Rules section are skipped and not processed. However, all matching rules from the Unordered Rules section get processed.

In the following diagram, you can see a set of rules that are Ordered. A message, review or post can contain criteria that match all the rules. Ordered rules, by design, help you determine which specific rule processes the message, review or post. This ensures that a Case, Send to Salesforce, email, or send a push notification are created correctly.

How do I move an Unordered Rule to an Ordered Rule?

All rules are created and added to the Unordered Rules section. To add a rule to the Ordered Rules section, you need to move it from the Unordered section to the Ordered section. To do this:

1. Navigate to Settings > Automated Rules
2. Find the rule you want to add to the Ordered Rule section and click the three dot menu under the Action column.
3. Click Move to Ordered Rules. The Rule is added to the bottom of the Ordered Rules section.
   

How do I change the order of my Ordered Rules?

Ordered rules process sequentially which means a message, review or post gets processed through the ordered rules in order. When the message, review or post matches a rule it processes that rule and then skips over the remaining Ordered Rules. All Unordered Rules are processed after that. 

To change the ordering of the Ordered Rules, you have two options:

• Toggle the arrows next to quickly move rules up and down in the list.
• Update the numerical order by manually editing the number. 

Note: Updating the numerical input updates the rest of the rules to maintain ordering.

How do I move an Ordered Rule to Unordered? 

To unorder a rule, you need to move it from the Ordered section to the Unordered section. To do this:

1. Navigate to Settings > Automated Rules
2. Find the rule you want to remove from the Ordered Rule section and click the three dot menu under the Action column.
3. Click Move to Unordered Rules. The rule moves to the alphabetized list of rules in the unordered section.
   

FAQs

If the message matches Ordered and Unordered rules will it process through both?

Yes, it will process through both, but only one Ordered rule will process the message in the Ordered Rule section. Once the message, review or post matches the Ordered rule, it will skip over the remaining Ordered rules and then process through all of the Unordered Rules.