Advanced Rules
⚙️ This setting is not available in the UI and must be configured by your Glassix partner. 💡 If you're a direct (SaaS) customer, please contact Glassix Support to request this rule.
⏰ Reminder for Unread Messages
To help teams stay responsive, Glassix supports a backend rule that sends an email reminder when a Instagram message arrives and remains unread by the assigned user after a defined time.
🔍 When This Rule Is Triggered
A new Instagram 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 an Instagram message comes in and is assigned to an agent but hasn’t been read after 2minutes, 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.”
📷 Tag Messages by Instagram Page
Glassix supports a backend rule that allows you to automatically tag conversations based on which Instagram Business Page the message was sent to. This is useful when managing multiple Instagram pages under the same department — for example, for different brands, campaigns, or countries.
🔍 When This Rule Is Triggered
An end user sends a message through Instagram Direct
The message is sent to a specific Instagram Page ID connected to your department
📬 What Happens
The system automatically adds a tag to the conversation, helping you categorize or route messages based on the Instagram page they came through
✅ What You Can Configure
One or more Instagram Page IDs to monitor
The tag name to apply when matched
🧠 Example Use Case
“If a user messages our Brand B Instagram account (Page ID: 987654321), tag the conversation as BrandB.”
🌐 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.”
🌐 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.”
Updated about 1 hour ago