🔀 The Rule-based Engine (RBE)

Siena's Rule-Based Engine (RBE) is a powerful tool that adds an extra layer of customization to your customer interactions. It works by applying specific rules to incoming messages, allowing you to tailor your responses based on the content of the message.

How Does the RBE Work?

When a customer sends a message, it passes through several stages such as intent recognition, workflow, and response generation. Most of these stages are powered by AI, but the RBE adds a unique, rule-based approach to this process.

The RBE allows you to create specific rules that will be applied to incoming messages. These rules are based on conditions that you define. For example, you could create a rule that applies when a message includes information about dogs, or when a message comes from Twitter.

Each rule consists of two parts: the condition and the action. The condition defines when the rule should be applied, and the action determines what happens when the rule is triggered. Currently, the RBE supports two actions: adding tags to a ticket, or stopping automation for a particular message.

Examples of RBE Use Cases

Here are a few examples of how you can use the RBE:

1.  Prevent automation of a conversation if the ticket contains one or more specific tags.
2. Tag a conversation as "spam" if it includes certain keywords and then create another rule that applies the first use case above.
3. Add a specific tag to a conversation based on the content of a customer's email. For instance, if a customer mentions "VIP promotion," you could automatically apply a "VIP" tag to the conversation.

Accessing the RBE

To access the RBE, simply navigate to the "Settings" section of your dashboard and click on "Rules." When you create a rule for the first time, it will be automatically enabled after you save it.

On the main RBE dashboard, you can see how many times each rule has been triggered. If you open a specific rule, you can view all the conversations where that rule was applied under the "Activity" tab.

Limitations of the RBE

Please note that the RBE currently only supports two actions: "Add Tags to Ticket" and "Do Not Automate". It also only works with Zendesk, Kustomer, and Gorgias integrations. If the rule engine crashes, we will not automate the message as a precaution. If you notice that a lot of messages are not being automated, the rule engine may be the cause.

If you have any further questions or need assistance with the Rule-Based Engine, please don't hesitate to reach out to our Customer Support team. We're here to help!