Advanced Rules

🔄 Advanced Rules for Outgoing Emails
Glassix supports backend rules that help automate system behavior when an email is sent from your department. These rules are especially useful for internal flows or special handling of certain senders.

🔍 When These Rules Are Triggered
You can define conditions based on the sender address of the outgoing email:

A specific email address
Example: [email protected]

An entire domain
Example: any email from @yourcompany.com

The sender must be one of the department's configured email addresses.

⚙️ What You Can Automate
Once a condition is met, Glassix can automatically perform one of the following actions:

Add a tag to the ticket (useful for internal classification)

Skip the post-conversation survey

Always create a new ticket, even if there’s already an open one with the same contact

🧠 Example Use Case
“If someone from [email protected] sends an email, automatically add the tag InternalEscalation and skip the post-conversation survey.”

🔄 Auto-Unassign Rule
Glassix supports a backend rule that helps teams manage load and ensure availability by automatically unassigning a ticket during specific times of the day — for example, when a shift ends.

🔍 When This Rule Is Triggered
A ticket is open and already assigned to a user

The system time reaches a specific configured hour (e.g., 10:00 AM)

📬 What Happens
The system automatically unassigns the ticket, making it available again in the queue for another user to take.

✅ What You Can Configure
Trigger time: Define the exact hour and minute when the rule should run (e.g., 10:00:00)

🧠 Example Use Case
“If a ticket is still assigned at 10:00 AM and hasn’t been resolved, unassign it automatically so another team member can pick it up.”

🔄Handle Emails Based on Subject Content

🔍 When This Rule Is Triggered
An incoming email enters the system

The subject line includes a specific text string (e.g., "offer", "marketing", or any other defined keyword)

📬 What Happens
You can choose to perform one or both of the following actions:

Block the message — the email will not open as a new conversation in Glassix

Add a tag to the ticket — automatically label the conversation for tracking or automation purposes (e.g., Marketing, AutoFiltered)

✅ What You Can Configure
The text to search for in the subject line

Whether to block the message, add a tag, or both

The tag name to apply, if relevant

🧠 Example Use Case
“If an incoming email has the subject 'marketing offer', automatically block it or tag it with MarketingSpam.”

🔄 Handle Emails by Recipient
Glassix supports a backend rule that allows actions to be triggered when an incoming email is sent to or cc'd to a specific address in your organization. This is especially useful for internal routing, filtering, or suppressing automatic responses.

🔍 When This Rule Is Triggered
An incoming email is sent by an end user

The message is addressed to or cc’d to a specific email address in your organization (e.g., [email protected], [email protected])

📬 What Happens
You can choose from the following actions:

Add a tag to the ticket — useful for classification or automation

Block the message — prevent the email from opening as a conversation

Disable the introduction message — suppresses the auto-reply that normally opens the conversation

✅ What You Can Configure
One or more email addresses to monitor in the To or Cc fields

One or more actions to take when matched

The tag name to apply, if tagging is used

🧠 Example Use Case
“If an email is sent to [email protected], tag it with LegalReview and disable the auto introduction message.”

✉️Disable Introduction Message by Recipient Domain
Glassix supports a backend rule that allows you to suppress the automatic introduction message when an incoming email is sent to a specific domain within your organization. This is useful for internal communication flows or trusted partner domains where an intro message isn't needed.

🔍 When This Rule Is Triggered
An incoming email is sent by an end user

The email is addressed to any mailbox in your department that belongs to a specific domain (e.g., @yourcompany.com)

📬 What Happens
The automatic introduction message is disabled, and the ticket is created silently

✅ What You Can Configure
One or more recipient domains (e.g., yourcompany.com) to match

Whether or not to apply this rule across all mailboxes in the department

🧠 Example Use Case
“If a user sends an email to [email protected], don’t send an automatic introduction message since this is an internal contact.”

🌐 Block Messages by Sender IP Address
Glassix supports a backend rule that allows you to automatically block messages based on the IP address of the sender. This is useful for filtering out unwanted traffic, bots, or known abuse sources — particularly from web-based channels like the Chat Widget.

🔍 When This Rule Is Triggered
A new message is received through a web-based channel (e.g., Chat Widget)

The message originates from a specific IP address defined in the rule

📬 What Happens
The system automatically blocks the message — no ticket or conversation is created

✅ What You Can Configure
One or more IP addresses to monitor and block

This rule can be used to silently drop unwanted messages from specific sources

🧠 Example Use Case
“If a message comes from IP address 192.168.1.100, block it immediately to prevent spam or abuse.”