Rule Engine Guide

The rule engine allows your enterprise to connect existing customer reaching methods. The enterprise can build a smooth customer journey canvas based on different customer personas and behaviors, achieving goals such as improving service satisfaction and customer operation and conversion.

● With the rule engine, users can be provided with "proactive service support": through a series of preset trigger conditions in the system, you can proactively send SMS to customers, obtain satisfaction evaluations and other information, and improve service quality;

● "Customer operation" through the rule engine: based on different customer personas and time nodes, online customer operation plans are established through the canvas, suitable activity contents are pushed to customers, dormant customers are activated or long-term operation and maintenance are performed;

● "Customer conversion" through the rule engine: based on the customer's historical consumption behavior, a series of marketing and promotion plans are established on the canvas to promote customer conversion and order placement.

While meeting the above scenarios of the enterprise, the rule engine also has the following characteristics:

● Cross products: the rule engine connects products, allowing the enterprise to connect online services, tickets, or SMS functions to provide users with integrated product service solutions;

● Workflow automation: the rule engine provides users with workflow service capabilities rather than point-to-point functionality. The enterprise can build a complete set of automated service workflows for specific user groups;

● Flexible and scalable: currently, the rule engine has the underlying service capabilities. In the future, we will quickly expand new open functions based on this framework to meet more application scenarios for the enterprise.

What is a rule engine

● The rule engine is composed of modules

After connecting these modules on the canvas, the enterprise can build a set of exclusive user service/marketing workflows.

There are four modules in the workflow canvas:

Module Name	Description
Enter Rule Module	Enter Rule Module is used to set which users who meet the conditions can enter the workflow canvas; you can filter users based on their behavior and persona through the two functions of "trigger conditions" and "target customers".
Send Message Module	The Send Message Module is the way your enterprise wants to reach users, including SMS and WhatsApp messages and other functions; you can set the specific "content" of the message and the specific "time" to be sent to the user through the Send Message Module.
Waiting Module	The Waiting Module is used to define the length of time that users want to wait in the workflow. Users must wait after this time before receiving subsequent content or executing the next module node.
Tag Module	The Tag Module allows your users to automatically maintain "customer tags" after completing a certain module, including adding and deleting tags.

● Modules are connected in series by connection

You can set a simple workflow path, e.g.: send SMS to the user who queue up to connect to agent in livechat receptions. If the user voluntarily ends the chat, send a satisfaction evaluation invitation SMS.

Figure 1: Simple Workflow Path Alternatively, you can set more complex workflow paths, e.g.: regularly send points redemption reminders via SMS for customers who have been created for 30 days, and set different subsequent flow branches based on the execution of different applications or rules.

Figure 2: Divergent Workflow Path

● Function module of rule engine

Function	Description	Domestic edition	Overseas edition
Workflow management: workflow list	Workflow data and status	Yes	Yes
Workflow management: workflow template	5 templates	Yes	Yes
Workflow canvas: rule node	Scheduled trigger; event trigger	Yes	Yes
Workflow canvas: SMS node	Quote the template to send SMS	Yes	No
Workflow canvas: tag node	Add or delete tag	Yes	Yes
Workflow canvas: WhatsApp message node	Quote the template to send messages	No	Yes
Workflow canvas: waiting node	Waiting day, hour and minute	Yes	Yes
Language time zone: multi-language	Chinese and English	No	Yes
Language time zone: multi-time zone	Enterprise time zone	No	Yes

How to create workflow canvas

The following content will introduce the creation method of the workflow canvas in the rule engine in steps

Step 1: Rule Engine Function Entry

The rule engine is currently a standalone primary menu that can be found on the left side of the admin console. It is currently a basic product and can be viewed by super admin. Admin can also be assigned this function permission through the "Role Permission Management" function.

Figure 3: Rule Engine Menu Entry The rule engine is composed of workflow management functions, which can display the workflow canvas management list and be used to create different canvas schemes. At the same time, you can view the "Participating Customers", "Completed Customers", and "Interrupted Customers" for each canvas.

Figure 4: Workflow Canvas Management List

Step 2: quickly create a canvas starting from the preset template

After clicking the【+Add】button, you can view the preset templates in the system. You can create a new blank workflow or choose a preset template that matches the business.

Figure 5: New Blank Workflow Creation or Preset Template Choosing Page If we choose the【Register Customer to Promote First Purchase】template, the system will bring in the following configuration by default:

Figure 6: Register Customer to Promote First Purchase Template

Step 3: when to execute the canvas workflow

Click on the first module in the canvas, which is Enter Rules, and we will start the specific workflow canvas setting process. The system supports two types of workflow trigger methods: scheduled trigger and event trigger. The scheduled trigger rule is used to execute the workflow based on the designated date at 0:00. You can also choose a date range and execute it daily.

Figure 7: Scheduled Trigger Type The event trigger rule allows you to select which users meet specific behaviors within a certain time range and immediately trigger the workflow.

Figure 8: Event Trigger Type

Step 4: which users enter the canvas workflow

We can filter the specific range of users who can enter the workflow through "target customers", and provide rich conditions. We can define which users can enter the workflow by configuration.

Figure 9: Filter Customer Range by Condition The system supports setting dynamic time ranges, so that the enterprise does not need to repeatedly modify time ranges during workflow execution.

Figure 10: Dynamic Time Condition Configuration Finally, the number of eligible customers filtered out from CRM can be calculated in real-time by【Click Calculate】button. Note: The calculated number of customers is only the current number of customers and does not represent the final number of customers entering the workflow.

Figure 11: Calculate Expected Number of Target Customers

Step 5: what messages to send to users

The enterprise can create subsequent messages to be sent to users by clicking 【Arrow】or dragging the module on the right.

Figure 12: Create Send Message Module Taking SMS messages as an example, you can enter the details page by clicking on the SMS module after creation, where you can set the SMS content and sending time. Note: The SMS template needs to be configured in advance in the SMS center, and the template needs to be approved.

Figure 13: Configure SMS Content

Figure 14: Configure SMS Sending Time

Step 6: automatically update customer tags. While sending SMS, we can also automatically add customer tags to mark the same batch of customers. At this time, we can use the tag module. On the details page of the tag module, we can select【Add Tag】or【Delete Tag】. Note: only customer tags that have been configured in the CRM can be quoted.

Figure 15: Tag Edit Page

Step 7: add Subsequent Rule Module. If SMS sending failed, we can also add【Subsequent Rule】module for customers to add new user filtering rules.

Figure 16: Add Subsequent Rule Module In the configuration of subsequent rule details, we can add new trigger conditions and target customer ranges, such as requiring users to reply to emails and have a customer level of VIP1, which can more accurately frame the subsequent message sending range for users.

Figure 17: Subsequent Rule Configuration Finally, it is necessary to clarify the trial hitting time for subsequent rules. If the rule cannot be hit within the trial hitting time, the customer will interrupt the workflow at this node. Note: long trial hitting time is not allowed, otherwise the workflow will be difficult to complete in the short term and the execution effect of the workflow cannot be measured.

Figure 18: Rule Valid Time Configuration

Step 8: Post workflow canvas. After the workflow canvas is built, we can post the workflow. During the posting, we will perform node verification and the system will prompt for problematic nodes.

Figure 19: Workflow Posting Failed Prompt

Figure 20: Specific Workflow Posting Failed Reason Display After successful posting, the workflow status will change to "enabled" and can be viewed through the management list.

Figure 21: Workflow Canvas Status

Step 9: track the execution status of the canvas

When the canvas is in the enabled state, we can view the "Participating Customers", "Completed Customers", and "Interrupted Customers" indicators on the canvas to measure the execution effect of the workflow.

Figure 22: Workflow Execution Status Indicator