Triage Rules

Updated at March 28th, 2025

Table of Contents

General Principle of Triaging List of Triage Rules Default Triage Rules Create or edit a Triage rule Title Account Triggers Terms Actions

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Triage rules allow you to automate your workflows and create automatic tasks based on specific triggers and conditions.

For example, Triage rules can perform the following tasks:

Route messages to the right team based on channel or other criteria
Automatically qualify conversations with contact reasons
Archive messages that do not need to be handled by human advisors
Automatically reply to messages on social media
Instantly hide comments based on their content
Notify your team members by email if a message has gone unanswered for too long
etc.

General Principle of Triaging

Triage rules apply to every message sent by your Customers.

They are applied one after the other , in the order of appearance in the management page of these rules, and only for “active” rules.

Each Triage rule is defined using 4 parameters:

The channel for sending the Client message
The rule trigger
The conditions of the rule
The actions of the rule

When a Triage rule is to trigger, if the conditions are met, it performs its actions.

For example, the rule “When a message is received on the Instagram Comments channel, if it contains the keywords “aaa” or “bbb”, then hide it on Instagram and archive it”

will be triggered as soon as Alcmeon receives this Client message from the Instagram comments channel
will first check that the conditions are met, here that the message contains the configured keywords
If this is the case, Alcmeon will perform a moderation action on the channel in question, then archive the message so that it is no longer visible to advisors in the inbox

Note: For a given Customer message, your Triage rules apply after the actions set up in your bot scenarios. This is important, especially for routing to teams or tagging (qualification) actions, which can be performed both from a bot scenario and from a Triage rule.

List of Triage Rules

In the “Automation > Triage Rules” section, you will find the list of all your rules, for all your accounts and all your channels, in their execution order.

For each rule the following information and actions are available:

A change order icon: Drag and drop each rule to a new location in the list to change its order.
Rule information: name, account, trigger, conditions, actions.
Active rule: You can activate or deactivate a rule using this button.
Edit (gear icon): Click this button to edit a rule's information and settings.
Deletion: please note that all deletions are final.

Default Triage Rules

Some rules are present by default, they ensure the optimal functioning of your workflows. We strongly advise against disabling them .

For any information regarding these rules, which can be quite technical, please contact our Client Success team.

Create or edit a Triage rule

Title

You can give your rule a name, which will only appear in Alcmeon.

Be specific about the purpose of your rule, this title appears in the list of all your Triage rules and should help you order them for example.

Account

This first Triage rule parameter is labeled “For a message from…”

For each Triage rule, you can choose to restrict it to Client messages from one or more messaging or social media accounts that you have connected to Alcmeon.

You can also choose not to restrict it by checking the “All accounts” box.

Triggers

This 2nd Triage rule parameter is labeled “When this message…”

Trigger	Comments
is received	is triggered as soon as the customer's message is received by the Alcmeon platform.
is routed by an advisor to {team}	triggers when a human advisor (not a bot) manually routes the message to the configured team.
is qualified by an advisor with {qualification}	Triggers when a human advisor (not a bot) manually chooses a value from a qualification tag for the message.
is not processed after {deadline} within {business hours or not}	Triggers if the message remains unprocessed (i.e., is still in the “received” status) after the configured timeout period. This timeout period can be calculated based on your business hours or not. This trigger is typically associated with the “notify by email” action.
has been on hold for {timeframe} within {business hours or not}	Triggers if the message is in the “spooled” status for longer than the configured timeout period. This timeout period can be calculated based on your business hours or not. This trigger is typically associated with the “notify by email” action.
is a public Facebook or Instagram message that is replied to privately	Triggers when a public message (comment or review) is responded to using the private reply to public message feature. This trigger is typically paired with the “reply to public comment” action to let other readers of the thread know that your brand is addressing this customer’s request privately.
is archived by an advisor	triggers when a human advisor (not a bot) archives the message.
is answered by an advisor	triggers when a human advisor (not a bot) responds to the message.
a request for help is made	Triggered when an advisor requests help on this message. This trigger is typically associated with the “notify by email” action.
the request for help is answered	Triggered when an advisor requests help on this message. This trigger is typically associated with the “notify by email” action.
has a parent post older than {timeframe} within {business hours or not}	Triggers for a public comment posted by a customer on one of your posts that is older than the number of days configured in the rule. This time limit may or may not take into account your business hours. This trigger is typically associated with the “archive” and/or “hide on social network” action.

Terms

This 3rd Triage rule parameter is labeled “And it meets [All | One of the] following conditions…”.

You can choose between a rule that will execute if all the conditions you add are met, or if at least one of those conditions is met.

You can add multiple conditions using the (+) button.

Condition	Comments
is received on channel {channel(s)}	allows you to choose the channel(s) for which you want to restrict this rule, such as “Facebook ad comments” or “WhatsApp messages” or “Instagram story mentions” for example.
received a response to a request for help	restricts the rule to messages for which a request for help was made by an advisor and a response provided by a supervisor to this request for help.
was automatically assigned to the advisor who already responded in this conversation	restricts the rule to messages for which the reassignment rule to the same advisor was triggered.
was manually assigned to the advisor	restricts the rule to messages that have been assigned to a human advisor by a supervisor with the associated permission.
is older than {delay}	restricts the rule to messages whose reception date exceeds a certain time period to be chosen (in hours)
is newer than {delay}	restricts the rule to messages whose receipt date is still within a certain time period to be chosen (in hours)
was received on {weekday}	restricts the rule to messages whose reception date is on a certain day(s) of the week such as “Saturday or Sunday” for example.
is received during {business or non-business hours}	restricts the rule to messages you received either during your business hours or outside your business hours
contains {list of keywords}	Restricts the rule to messages whose text contains a keyword of your choice. You can enter multiple words, in which case the rule is restricted to messages containing either OR both of these words. Please note, in the interface for entering these keywords, validate each word or group of words with the [enter] key to save it.
does not contain {list of keywords}	restricts the rule to messages whose text does not contain a keyword of your choice. You can enter multiple words, in which case the rule is restricted to messages containing NEITHER of these words. Please note, in the interface for entering these keywords, validate each word or group of words with the [enter] key to save it.
is exactly {text}	restricts the rule to messages whose text is exactly the text chosen in this rule.
does not contain text	restricts the rule to messages whose text does not contain the text chosen in this rule.
contains only emojis	Restricts the rule to messages whose text contains only emojis and no other characters. This condition is mainly used to detect public comments that are not intended to be processed by advisors, and therefore to archive them via a Triage rule.
contains exclusively one or more @mentions	restricts the rule to messages whose text contains only @mentions. This condition is used primarily to detect public comments that are not intended to be processed by advisors, and therefore to archive them via a Triage rule.
contains only @mentions (except brand mentions) and emojis	Restricts the rule to messages whose text contains only @mentions (excluding mentions of your brand account from which this message is sent) and emojis. This condition is used primarily to detect public comments that are not intended to be handled by advisors, and therefore to archive them via a Triage rule.
has a review on GBP, Trustpilot or Facebook	Restricts the rule to messages that have an associated rating. This condition is limited to channels that allow customers to add a rating to their message, i.e., Google Business Profile (reviews of your Google Maps locations), Trustpilot, and Facebook reviews.
is sent by a VIP profile	restricts the rule to messages sent by a Customer who has been marked as VIP.
is sent by a profile with more than {x} followers	restricts the rule to messages sent by a Client who has more than X followers on their own social media account. Note: Due to the 2024 changes on X (formerly Twitter), this platform no longer shares its users' follower count with partners like Alcmeon. This condition is therefore no longer usable on this channel.
is sent by a profile having the custom field {custom field} {operator} {value}	restricts the rule to messages sent by a Client whose custom fields to choose meet a condition to be configured. You can use the following comparisons for the value of the custom field you chose as criteria: has a non-empty value (the field is therefore filled) has an empty value (the field is not filled) has a value that contains {value to enter} has a value that does not contain {value to enter} has a value that is strictly equal to {value to enter} has a value that is different from {value to enter}
is tagged (qualified) {qualification}	restricts the rule to messages that at the time of executing this rule, have a qualifying tag to choose from that has some value to choose from as well.
is the first message in a conversation	restricts the rule to messages that are the first in a conversation in the Alcmeon sense. This allows in particular to route from the beginning of each conversation to a team, but to allow subsequent messages to be manually routed by advisors to another team.
is part of a conversation where an advisor has already responded	restricts the rule to messages for which a previous message in the same conversation was replied to by an advisor.
is a comment on the post {post}	Restricts the rule to messages that are comments on one of your posts. You can choose from the last 30 posts already published and visible to your customers on the selected social network account. Typically, this condition is used to automatically reply to all comments on a specific post, or to archive them all (in the case of contests, for example). Please note that this rule, like all Triage rules, does not apply retroactively to comments already posted by your customers, since Triage rules are executed as soon as these messages are received.
is a comment on a post containing {list of keywords}	Restricts the rule to posts that are comments on one of your posts that contains a keyword of your choice. You can enter multiple words, in which case the rule is restricted to posts containing either OR both of those words. Please note, in the interface for entering these keywords, validate each word or group of words with the [enter] key to save it. Typically, this condition is used to automatically reply to all comments on certain posts, or to archive all comments. For example, if the text of all your contests contains “#contest,” you can use this condition to identify all comments on all those posts, even future ones.
is a response to a proactive engagement message	restricts the rule to messages sent by the Client within a conversation (as defined by Alcmeon) that began with a proactive engagement message sent to the Client by an advisor using the “1-to-1 engagement” functionality.

Actions

This 4th Triage rule parameter is labeled “So…”

You can choose one or more actions to perform when the rule is triggered and if the conditions of this rule are met.

Action	Comments
Archive this message	Performs the archive action for this message
Tag (qualify or route) this message	Applies a value of your choice to the selected tag group for this message. You can select the message language, the team to which the message should be routed, or any qualification tag you have configured in Alcmeon in the “Settings > Tags” section as the tag group. Please note that, except in exceptional circumstances, this action should only be used with the condition “is the first message in the conversation”.
Randomly tag (qualify or route) this message	Performs the same action as “Tag (qualify or route) this message” but chooses the value to apply randomly (with a “weight”) from a list of values you have chosen. This action is generally used by companies with several contact centers (teams) with different capacities but which work at the same time on the same channels to share the work: this action allows for example to route a conversation to contact center A in 60% of cases, to contact center B in 25% of cases and to contact center C in 15% of cases. Please note that, except in exceptional circumstances, this action should only be used with the condition “is the first message in the conversation”.
Notify by email	Automatically sends an email to one or more recipients of your choice. Typically used to notify team supervisors when a processing deadline or SLA is exceeded. We suggest entering recipients as mailing list emails for better maintainability.
Notify all team members by email	Automatically sends an email to all Alcmeon users who are part of the team this message was routed to.
Mark the Client as VIP	Marks the Customer who sent this message as VIP, which is a special status in Alcmeon: it allows you to identify customers as priority for example, by configuring this in “Settings > Priority message order” so that all their messages (including their future messages) are placed at the top of the messages to be processed for advisors.
Automatically reply to public comment	Automatically sends a message of your choice in response to a public comment. You can choose to randomly send a response chosen from several responses you have set. Generally used in 2 cases: to automatically respond to Google, Truspilot or Facebook reviews that do not require support from an advisor (for example, reviews with a very good rating) to automatically respond to comments that an advisor responds to directly in a private message, so by combining this action with the trigger “is a public Facebook or Instagram message that is responded to privately”
Automatically reply in private message	Automatically responds to a private message from a Customer. This action can be combined with the "not handled after" trigger to automatically respond to messages that have not received a human response after a specified time, for example with a message like "We were unable to respond to you in time and apologize for this. Please send us a message again if your issue has not already been addressed elsewhere." This allows either to make users wait, and/or to automatically archive messages by warning users beforehand (by adding an automatic archiving action after this action).
Hide this message on Facebook	Performs the “Hide” or “Unhide” operation on the Customer’s comment, which is a moderation action and is therefore only available on certain channels. See the possible moderation actions per channel.