Advanced Rules

⏰ Reminder for Unread Messages
To help teams stay responsive, Glassix supports a backend rule that sends an email reminder when a WhatsApp message arrives and remains unread by the assigned user after a defined time.

🔍 When This Rule Is Triggered
A new WhatsApp message arrives in the system

The conversation is assigned to a user

The message has not been read after X seconds/minutes

📬 What Happens
An automatic reminder email is sent to the designated address (for example, a team leader or shared mailbox).

✅ What You Can Configure
Delay time: Set how long to wait before sending the reminder (e.g., 2 minutes)

Recipient email: Choose who receives the reminder (can be one or multiple addresses)

🧠 Example Use Case
“If a WhatsApp message comes in and is assigned to an agent but hasn’t been read after 20 minutes, send an email reminder to [email protected].”

🔄 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 Messages by Destination Number
Glassix supports a backend rule that allows you to trigger actions based on which phone number in your department received the message. This is useful when a department manages multiple numbers for different brands, teams, or regions.

🔍 When This Rule Is Triggered
A message arrives in a synchronous channel (e.g., WhatsApp, SMS, etc.)

The destination phone number is one of the numbers configured in the department

The number matches one that was predefined in the rule

📬 What Happens
The system automatically adds a tag to the ticket, allowing for classification, automation, or reporting based on the number that received the message.

✅ What You Can Configure
One or more phone numbers to monitor as the message destination

The tag name to apply when the number matches

🧠 Example Use Case
“If a message arrives on the number +972-54-222-3333, tag the ticket as BrandA.”

📵 Skip Survey Based on Sender Number
Glassix supports a backend rule that allows you to skip the post-conversation survey when a message is received from a specific end user phone number. This is helpful for internal testers, bots, or known contacts where surveys are not relevant.

🔍 When This Rule Is Triggered
A message is received from a specific phone number

The message is sent through one of the department’s phone numbers

📬 What Happens
The post-conversation survey is not sent at the end of the conversation

✅ What You Can Configure
One or more end user phone numbers to match

Apply across WhatsApp, SMS, or any other phone-based channel

🧠 Example Use Case
“If a message comes from +972-50-111-2222, skip the survey since it's our QA team.”

🌐 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.”