You can use these Rules to close any tickets that aren't from your customers. This way, any tickets that don't need attention from your agents will be closed automatically and won't clutter your Views.
Mentions auto-close Rule
This Rule is super useful for stuff like, for example, giveaways - they generate a lot of noise and engagement and tend to clutter your Views with comments that don't require your attention.
Rule setup
This rule will look for the tickets generated by your Instagram page, but only the ones where customers simply tagged each other without having any sort of comment or query for you to handle.
It'll look for the ones that contain @ and don't contain any spaces (that's the empty space in the message body does not contain any of node - set it up by hitting the spacebar and then Enter) and then the Rule will simply auto-close these types of tickets.
Facebook auto-close Rule
You can set up a similar Rule for Facebook tickets as well. Facebook mentions don't contain an @, so use the no space condition from the mentions Rule above, plus a condition on the ticket's intent.
This Rule will then affect any single-word comment and not just mentions and emojis. The intent condition makes it more precise by limiting the Rule to comments that don't need a reply, which are labeled Other::No Reply.
Rule setup
- WHEN a ticket is updated.
- IF the message channel is Facebook.
- AND the message body does not contain any of a single space. To add it, press the spacebar, then Enter.
- AND the ticket's intent contains one of Other::No Reply.
- THEN set the status to closed.
Auto-close notifications
You can set up a Rule to automatically close payment notifications and modify it to apply to any notifications you're getting.
Rule setup
Auto-close tickets from a certain user
You can set this Rule up if you wish to automatically close tickets from a certain shopper (usually if you want to block them - it'll apply to Facebook comments and Messenger too).
Rule setup
