Prerequisites
- Admin access in Sookly.
- At least one active inbox and common intent categories.
Steps
- Go to Settings → Automation and create your first rule.
- Start with low-risk tagging of new conversations.
- Add routing rules for specific intent keywords.
- Define escalation tags for urgent topics.
- Order rules from specific to broad conditions.
- Test each rule path with sample conversations and adjust conflicts.
What success looks like
- Common conversations are tagged and routed automatically.
- Urgent intents are consistently prioritized.
- Manual triage time is reduced without losing control.
Common issues and fixes
Issue: Rules trigger unexpectedly on unrelated messages.
Fix: Narrow conditions and re-order broad rules after specific ones.
Issue: Sensitive topics are auto-routed incorrectly.
Fix: Add stop conditions and explicit escalation paths.