Advanced Rules

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

⚙️ 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.

🔍 When This Rule Is Triggered
A new Chat Widget message is received on your website

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 new message comes in via the Chat Widget and hasn’t been read after 2 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.

⚙️ 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.

🔍 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.”

🌐 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.

⚙️ 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.

🔍 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.”