Previously in the rules you could select the «Message» condition in the «What» block, and the rule responded to any last message in the ticket. But this greatly narrowed the scope of possibilities for the condition.
For example, you have autoreply set up. As the rule was only able to check the last message, it saw the autoreply, but the client’s message went unnoticed.
That`s why we added an additional condition to the «Message» condition, where you can specify exactly which last messages the rule should respond to:
Now, when the rules can take into account the message’s type and its author, processes can be automated more pointwise. For example, to set up the rules, which will respond to trigger words in the first client’s message.
If your company has already the rules with the «Message» condition, do not worry, they will work in the same way. By default, we have the additional «Last» condition for existing rules.
In the new version of the iOS app:
You can update the app following the link.
In the new version of the Android app:
You can update the app following the link.