Advanced Rules

⏰ Reminder for Unread Messages (Messenger)
To help teams stay responsive, Glassix supports a backend rule that sends an email reminder when a conversation arrives via Messenger and remains unread by the assigned user after a defined period of time.

🔍 When This Rule Is Triggered
A new conversation is received through Messenger

It 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 inbox).

✅ 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 Messenger conversation arrives and remains unread after 20 minutes, send a reminder email 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 Facebook Page
Glassix supports a backend rule that allows you to automatically tag conversations based on which Facebook Page the message was sent to. This is useful when managing multiple Facebook Pages under the same department — for example, different brands or regions.

🔍 When This Rule Is Triggered
An end user sends a message through Facebook Messenger

The message is sent to a specific Facebook Page ID connected to your department

📬 What Happens
The system automatically adds a tag to the conversation, helping you track or route messages by brand or source page

✅ What You Can Configure
One or more Facebook Page IDs to monitor

The tag name to apply when matched

🧠 Example Use Case
“If a user messages our Brand A Facebook Page (ID: 123456789), tag the conversation as BrandA.”

🌐 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.”