Defining Messaging Rules

On the Messaging Rules page in the Kore.ai Message Control module in the Enterprise Admin Console, you can define and manage the messaging rules used to determine which message control template to apply to a message based on the sender and the recipient. After you define a message control template, you can enforce the use of the message control template for specific users, groups, or distribution list when sending messages.

You can only define messaging rules for a message sent from one user to another user, or from one user to a distribution list, such as All Employees. Distribution list messaging rules are only available if your domain uses Microsoft Active Directory and already contains one or more distribution lists.

Resolving Messaging Rule Conflicts

In Kore.ai Messenger, messaging rules are applied on a user-to-user basis. When a sender applies a messaging rule to a distribution list, the distribution list is parsed for individual users, and the messaging rule is applied to each recipient in that distribution list. Any child distribution lists in the parent distribution list are also parsed as individual users. Only one message is sent if a user is parsed more than once in parent and child distribution lists.

When you create a new messaging rule, Kore.ai verifies that any current sender-recipient combinations in existing messaging rules do not conflict with the new messaging rule that you are creating. If any conflicts exist, before you can save the new messaging rule, you must resolve the conflicts. For more information, see Resolve Sender-Recipient Conflicts.

Defining Distribution List Priorities

When you define messaging rules using distribution lists, you may also need to define a priority when you create the messaging rule to resolve any potential conflicts between users that are members of more than one distribution list.

Messaging rules for users on a distribution list are applied and have priority before messaging rules defined for individual users. If two messaging rules conflict, for example, if a message is sent to both Kore.ai Messenger user Bob, and the All Employees distribution list which includes Kore.ai Messenger user Bob, then the messaging rule defined for the distribution list rule is applied to Bob. If the same recipient is a member of two or more distribution lists with conflicting messaging rules, the messaging rules for the distribution list with the highest priority are applied. For more information, see Prioritize Distribution List Conflicts.

The following illustration is an example of the Messaging Rules page in the Message Control module of the Enterprise Admin Console.

To sort the list of column values, click the Arrow Up  icon or Arrow Down  icon to the right of a column name. The following list describes the columns displayed in the admin console table.

Column Description
Messaging Rule Name Displays the messaging rule name as a link that you can click to display the Edit Rule page.
Description Shows an optional description for the messaging rule.
Recipient Type Specifies the messaging rule recipient as one of:
  • User - The messaging rule recipient is an individual user.
  • Distribution List - The messaging rule recipient is a member of a domain distribution list.
Status The current status of the messaging rule. One of:
    • Unpublished - The message control template is not available to the users or groups assigned. This Status is only available when you create a new message control template to use while you are working on the template before making it available to users and groups. Select Publish in the drop-down list to change the Status to Published.
    • Published - The message control template is available for assigned users and groups. After all users and groups are removed from the item, you can select Retire in the drop-down list to change the Status to Unpublished.
    • Retired - The messaging rule was published previously, but was removed from use. Select Publish in the drop-down list to make the messaging rule available to users and groups.

This section describes the commands available on the Action bar.

The list of entries in an admin console table can be very large depending on the size of your company, for example, a list of users or teams. To find one or more specific messaging rules, in the Search field, enter at least three characters and then press enter.

Note: The number of search terms in a search query is unlimited, however, no more than the first 20 characters of each search term is used to return search results.

To view all entries, clear the search field, and then press the Enter key.

Click Add New to display the Create Rule page that you can use to create and assign messaging rules for users, groups, and distribution lists in your domain. For more information, see Create a User to User Messaging Rule.

Select one or more messaging rules to delete, and then in the Group Action drop-down list on the Action bar, click Delete. For more information, see Delete a Messaging Rule.

In This Section

Next Steps

After you create a messaging rule, you must set the Status field to Published to apply the messaging rule to the specified sender and recipient combinations. For more information, see Change the Status of a Messaging Rule.

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