Action rules overview
Action Rules can automatically run pre-defined actions for chats matching one or more selection criteria.
Action Rules are evaluated and executed even if a log file is excluded from being imported as a result of inclusion or exclusion rules.
See Rule evaluation order.
Certain action rules have no effect if the log file is not being imported.
For example, if a log file is excluded from import but matches an action rule with an action to tag the chat with a keyword, the tag will be lost, because the chat log will ultimately not be saved.
However, an action rule with an action Send Email Notification will still send the chat log as an email, even though it ultimately won’t be saved in the chat log database. In this case, the email notification will include a comment indicating that the log wasn’t saved.