New Features
Configurable Default Rule State
We've added a new account-level setting that gives you control over whether newly created rules start in an enabled or disabled state, providing safer rule deployment workflows.
What's New
Previously, all newly created rules (Event Rules, New Ticket Rules and Outbound Ticket Rules) were automatically enabled upon creation. This could lead to unintended automation triggers before rules were fully implemented. You now have the option to have new rules start in a disabled state by default.
What's Included
Account-Level Setting: New "Rules settings" section in Account Settings with "Group/Rule is disabled by default" toggle
Applies to All Rule Types: Event Rules, New Ticket Rules and Outbound Ticket Rules
Flexible Configuration: Toggle on to disable new rules by default, or leave off for traditional behaviour (enabled by default)
Existing Rules Unaffected: Only applies to newly created rules after the setting is enabled
How It Works
Navigate to Settings → Account Settings → Rules settings section:
• Locate the new "Group/Rule is disabled by default" checkbox
• Enable to have all new rules created in disabled state
• Disable (default) for traditional behaviour where new rules are enabled immediately
• Save your preferences
Event Rules: Initial and Recent Content Conditions
We've extended the Event Rules engine with two powerful new condition types that enable automation based on the content history of ticket conversations.
What's New
Event Rules can now evaluate automation conditions based on specific messages in the ticket thread - either the very first message (Initial Content) or the most recent message (Recent Content). This allows for more sophisticated content-based automation.
What's Included
Initial Content Condition: Evaluates the content of the first message in the ticket/thread
Recent Content Condition: Evaluates the most recent message received or sent in the thread
List-Based Operators: Both conditions support Productivity List matching for keyword/phrase filtering
String Operators: Standard text operators (contains, equals, begins with, ends with) available
Content Normalisation: Optional checkbox to normalise content before matching (removes formatting, extra whitespace)
How It Works
When creating or editing an Event Rule:
• Select "Initial Content" or "Recent Content" from the condition type dropdown
• Choose an operator (contains, equals, or productivity list operators if enabled)
• Enter keywords/phrases or select a Productivity List
• Optionally enable content normalisation for more reliable matching
• Combine with other conditions using AND/OR logic
The Initial Content and Recent Content conditions evaluate messages from the following sources:
Email Messages:
• Customer replies (inbound emails)
• Agent replies (outbound emails)
• Auto replies
• Forwarded emails (only if marked as public)
• Replies to forwards (if parent forward is public)
Notes:
• Notes marked as public are included
• Private notes are excluded
Other Channels:
• All SMS messages are included
• All messages created through API integrations are included
• Facebook top-level posts (excludes conversation threads)
• Instagram posts and comments
Excluded Content:
• Draft messages of any type
• Private notes
• Forwarded emails marked as private
• Facebook conversation-type content
API Inbound Rules: Productivity List Support for Subject Conditions
Subject conditions in API Inbound Rules now support Productivity List operators, enabling centralised management of subject-line filtering patterns.
What's New
Previously, Subject conditions in API Inbound Rules only supported simple text matching. You can now use Productivity Lists to match against multiple keywords or phrases from a centrally managed list.
What's Included
Productivity List Operators: "equals any item in list" and "contains any item from list" operators now available
Centralised Management: Update subject matching patterns in one place rather than editing individual rules
Backward Compatible: Existing text-based subject conditions continue working unchanged
Consistent Behaviour: Same Productivity List functionality used across Event Rules and Filter Rules
How It Works
When configuring Subject conditions in API Inbound Rules:
• Select the Subject aspect
• Choose a Productivity List operator from the dropdown
• Select a Productivity List containing keywords/phrases to match
• The rule will trigger if the subject matches any entry in the selected list
Bug Fixes
Enhanced Redaction Service: Regex Capture Groups
Issue Resolved: Fixed a bug in the Enhanced Redaction service where regex patterns containing capture groups would only redact partial matches instead of the complete sensitive data.
Customer API: Phone Number Validation
Issue Resolved: Fixed unsafe customer phone number validation in the API Customer Create endpoint that allowed empty strings to match the wrong customer.