How do I automatically create cases?

Instead of manually triaging and assigning messages to the appropriate teams within your Sprout account, you can automate case creation to get the right messages to the right teams quickly and easily. By automating your case creation, you can enhance your brand loyalty with your teams’ responsiveness and troubleshoot issues right away.

This article contains the following sections:

• Best practices
• How do I create an automated case rule?
• How do I add an Automated case to an existing rule?
• FAQs

Best practices

Before you set up your rules to automatically create cases for your care team, keep the following best practices in mind:

• Make sure to use multiple criteria to get as detailed as possible with your Automated Rule. This can help avoid accidentally creating spam cases.
• If you want case creation to occur before any of the other rules, set up your automatic case creation rule as an ordered rule. Learn more here.

How do I create an automated case rule?

Before you can create an automated case rule, you must have the appropriate permissions.

You must have the Create and Manage Cases permission in order to create these rules.

To create an automated case rule:

1. Navigate to Account and settings > Settings.
2. Click Automated Rules under Global Features.
3. Click Create new rule. The Create new rule popup appears.
4. Enter a title for the rule and a description of what the rule does.
5. Select either All Received, Inbox message or Reviews for the Rule Type depending on what you want your automated case to apply to.
6. Decide the criteria you want messages to meet for the rule you're setting up. You can decide whether a message:
   • is for selected profiles with a specific with message type
     • You can choose from any profile, all profiles on a specific network, specific profiles across your networks or all profiles on a network and individual selected profiles. Remember that for whatever profiles you select, the message type must align to those profiles.
   • is from selected Brand Keywords
   • has certain words or phrases
   • does not have certain words or phrases
   • is from a member of a selected Contact list
   • is in specific languages
   • only contains a certain content type (URLs, Images, or Emojis)
   • has a specific sentiment
   • is from a verified X profile
   • is from a X user with a specific follower count
   • has or any combination of these criteria the above
     
7. Select Create Case from the Then take these actions dropdown.
8. Enter the appropriate case fields:
   • Note: You can choose from creating a case with a Team AND an Assignee, a Team WITHOUT an Assignee or an Assignee WITHOUT a Team.
   • Select a Team from the Team dropdown. 
   • (Select an Assignee if you want the case to get assigned to a particular individual.
   • Select the Type from the Type dropdown. Choose from General, Support, Question, Feedback or Lead.
   • Select the Priority from the Priority dropdown. Choose from Critical, High, Medium, Low or No Priority.
   • Optional: Add in any internal comments.
     
9. (Optional) from the and criteria, select Mark Complete to mark the message as complete once a case is created.
10. Click Save.

Now when you receive messages in Sprout that meet the criteria you established, cases are automatically created and routed to the appropriate teams and people to take action.

If you want to see all the cases created from your Automated Rules navigate to Cases > All Cases and then filter by the appropriate Team.

How do I add an Automated Case to an existing rule?

You can also add an Automated Case to your existing Automated Rules by clicking the three dot menu in the case row and then clicking Edit. 

Note: If you want the case created first, Sprout recommends creating an Ordered Rule. Learn more with this guide.

From the Edit rule popup, repeat steps 7-10 above.

FAQs

What happens when a rule is set up to create and assign a case to a team and the team gets deleted?

• The user deleting the team receives a notification when they are deleting the team.

• Similar to the tag action, the create case action gets skipped (if the rule has other actions tied to the rule, they still run).

  • Disabling the action can happen a few seconds after a team is deleted due to the async nature of the events. Some cases could be created without a valid team; Sprout assigns those cases to the Account Owner to prevent orphaned cases.

• An error message appears on the automated rules settings page to note that case creation is not running as expected.

What happens when a rule is set up to create and assign a case to an assignee and the assignee is removed from Sprout?

• The user removing the assignee from Sprout get a notifications when they are removing the user.

• Similar to the tag action, the create case action gets skipped (if the rule has other actions tied to the rule, they still run).

  • Disabling the action can happen a few seconds after an assignee is removed from Sprout due to the async nature of the events. Some cases could be created without a valid assignee; Sprout assigns those cases to the account owner to prevent orphaned cases.

• An error message appears on the automated rules settings page to note that case creation is not running as expected.