To-do rules
Rules decide when a to-do is created. Seven ship ready to use, and you can add your own.
Where to configure
Rules are account-level configuration: only the main account can add, edit or delete. For operators the page is read-only.
Four trigger types
| Trigger | When it raises a to-do | Good for |
|---|---|---|
| AI requests a human | The AI reads the context and raises its hand for this case | The main channel — covers phrasings no keyword list anticipates |
| Keyword match | The buyer's new message contains a configured term | A safety net when the shop has no AI, or the model misses one |
| AI could not answer | The shop has AI on, but this time there was no answer (call failed, empty result, out of credit) | Prevents assuming the AI handled it when it did not |
| Unanswered too long | The buyer's latest message passed the threshold with no reply at all | An SLA backstop — off by default |
When the AI concludes there is nothing to answer, that does not raise a to-do — otherwise the queue would fill up with ok and thumbs-up.
Built-in rules
On your first visit these seven are created for you. You can change keywords, priority and shops, and you can disable them — but not delete them:
| Rule | Trigger | Priority | Default |
|---|---|---|---|
| Human handoff requested | Keyword | High | On |
| Refund and return | Keyword | High | On |
| Complaint and dispute | Keyword | High | On |
| Logistics problem | Keyword | Medium | On |
| AI requested a human | AI raises hand | High | On |
| AI could not answer | AI no answer | Medium | On |
| Unanswered too long | Timeout | Medium | Off |
Writing keywords
- The built-in lists already cover Chinese, English, Portuguese and Spanish — buyers in Brazil and Latin America do not write in Chinese, so configuring one language only is barely better than nothing;
- Matching is by substring, ignoring case and Portuguese or Spanish accents:
nao chegoumatchesnão chegou, anddevolucaomatchesdevolução; - Prefer phrases over bare words. A lone
manualwrongly catches manual do produto (product manual);atendimento manualis precise.
Set a new rule to medium priority for a few days. Once you confirm there are no false positives, raise it.
Shops and priority
Every rule can be limited to certain shops (empty = all shops). Priority high / medium / low drives the ordering and the colour of items in the queue.
When you first enable Unanswered too long, the system only scans the last 24 hours of conversations, so old backlog is not dumped into the queue at once.