You create a response rule when you want to be able to group message responses in a meaningful or usable way on a message’s Status page. Once you’ve created a rule it’s then available for users to add to a template or to a new rich message. The rule gets applied as message responses are received.
Open a new blank response rule
- Ensure that the required workspace is on the Workspace toolbar.
- Hover over the workspace to view the Workspace menu.
- Under Messages click New Response rule. (If you can’t see it, click More to view more commands.)
The Response Rule page opens.
- Enter a name and description for the rule.
- Go to Enter rule details in the fields.
Note: Choose a name that helps explain the rule’s purpose. For example, call the rule ‘Yes No attendance’ if the message responses will be either ‘Yes, I can attend’ or ‘No, I can no longer attend’.
You now need to enter the rules for Voice channel responses (if your company has enabled voice message functionality) and text-based responses (such as SMS and email).
- In the field below Response Name enter a name for the first response. For example, ‘Yes, I can attend’.
This will be used in the Message Response view (on the message’s Status page) to categorise the responses.
- Click in the next field. It automatically populates with the text that will be read out to a recipient listening to a voice message.
You can edit the text if you need to.
- In the field beside ‘press’, enter a keypad option that a person listening to the voice message has to press to select that response.
- In the field beside ‘Reply’, select an option for where to look for response text in a message recipient’s text-based response:
- Starts With: The message recipient’s response must start with specific text.
- Exact Match: The response must exactly match specific text.
- Contains: The response must contain specific text.
Tip! This is the most commonly used option.