User Rules - Actions and Conditions
Updated
Sprinklr's Rule Engine
The Sprinklr Rule Engine is a powerful tool that can be used to automate workflows, assignments, properties, and more. By configuring Rules, you can increase efficiency, transforming manual processes to automated workflows that execute according to the conditions that you set.
Rules can be used to route and tag messages, profile audiences, send alerts, optimize paid media, and much more.
You can think of the Rule Engine as an If-Then statement. If an asset (like a message or a profile) meets a specific condition that you set, then an action will execute on that asset. Using 'Yes' and 'No' branches, you can customize different actions to apply depending upon if a condition is or is not met.
This Rule Engine Guide covers rule trigger scenarios, navigating the Rule Engine, configuring actions and conditions, troubleshooting, and more.
When are User Rules Triggered?
User rules are automatically triggered whenever a user record is created or updated. These rules are primarily intended for distributed use cases, where they help assign a primary user group and configure the product seat as distributed. In addition to these core functions, user rules can also be used to populate custom fields on the user record.
A variety of configuration options are available within the rules, allowing administrators to tailor them to specific requirements. The rules are activated both when a new user is created and when changes to an existing user record are saved.
How to Navigate the Rule Engine and Configure Actions and Conditions
Access the Rule Engine
Click the New Tab icon. Under the Platform Modules, click Rule Engine within Collaborate.
In the top right corner of the Rule Engine window, click Create New Rule.
On the New Rule window, provide a name and an optional description for your new rule.
Set the Rule Scope to Workspace or Customer.
Select the rule Context. The rule type selected will determine which type of asset the rule will be executed upon, and in the case of some rules, like Queue rules, when the rule is run.
Select the Activation Date which refers to the date when rule is created.
Rule execution Batch contains the rules for specific entities and shows the flow how the rules get executed (Rules execution in columns will be from top to bottom and column will execute in left to right order).
Add Subscribers to receive the real-time alerts on changes to the rule to ensure proper protocol and configuration are followed.
Click Next.
Build Rules: Conditions and Actions
In the Rule Engine Builder, click on the + icon (also called Add Element button) to Add Condition and Add Action.
Add Rule Conditions to set up specific scenarios that must be met for subsequent actions to execute. You can chain multiple conditions together to refine the scenarios that must be met before an action executes in a Rule.
Configure Rule Actions that will execute on Rules when the conditions are or are not met by selecting Action on a Yes or No branch of Conditions.
You can copy the conditions and actions from a rule and paste it either into the same rule or to another one. Click the
icon (also known as Connections Options Button) and select Copy Sub-Tree. Next, click the Addition icon of the branch where you want to paste the copied sub-tree and select Paste copied Sub-Tree.Click Save to finalize the creation of your new Rule, or Save as Draft to create a draft version of your Rule.
The following table provides an overview of the available Conditions, including Conditions Applies to Sprinklr Users and Conditions Applies to Distributed Specific Conditions, as displayed in the Edit Condition window (highlighted in orange in the image below) and explained in detail in the accompanying table.
Node | Property | Meaning |
Conditions Applies To Sprinklr Users conditions | Client | Select Workspace |
Conditions Applies To Sprinklr Users conditions | Client Role | Select Workspace Role |
Conditions Applies To Sprinklr Users conditions | Custom Fields Updated | Select custom field, checks if this field is updated |
Conditions Applies To Sprinklr Users conditions | Partner Role | Select Global Role |
Conditions Applies To Sprinklr Users conditions | User Availability Status | Select User Availability Status |
Conditions Applies To Sprinklr Users conditions | User Availability Status Duration | Select Time spent in current User Availability Status |
Conditions Applies To Sprinklr Users conditions | User Group | Select User Group |
Conditions Applies To Properties of the user | -
| Select Property of user to check. For example, if Persona = Reporting. Includes both standard fields and custom fields. SS for standard fields on the right. |
Conditions Applies To Distributed Specific Conditions | is Distributed User | Checks if user is Distributed User |
Conditions Applies To Distributed Specific Conditions | is Primary User Group Present | Checks if Primary User Group is Present |
Conditions Applies To Distributed Specific Conditions | Primary User Group | Select Primary User Group |
Similar to conditions, you can also define specific actions to be executed when those conditions are met, as displayed in the Edit Action window (highlighted in orange in the image below) and explained in detail in the accompanying table.
Node | Property | Meaning |
Actions To Distributed Specific Actions
| Creates a new user group and assigns it as the primary group for a user or context. Typically used to define default permissions, ownership, or routing logic tied to that group. Assigns a specific user group as the approver for an item, request, or workflow step. This group is responsible for reviewing and approving actions. Updates or assigns the primary user group for an existing user or entity, which determines default access, permissions, or workflow behavior. Sends a push notification to users’ mobile devices, usually to alert them about an event, approval request, or important update. Initiates a predefined process or workflow. This is often used to kick off multi-step automation after certain conditions are met. | |
Actions To Make External Calls | Call Sprinklr or external API added to the platform. | Sprinklr can call an external third-party API or Sprinklr API to fetch information in real time to complete the node (complete the rule). |
Actions To Update User Properties | - | Change user standard and custom fields. Standard fields list on the right. |
Troubleshooting
If a rule does not execute as expected, begin by reviewing the conditions manually in the user interface to ensure none of them fail. Additionally, confirm that the DP → USER_RULE_ENGINE_ENABLED parameter is enabled, as this setting is required for the rules to function correctly.
During troubleshooting, the entire path should be traced manually in the UI. Verify user group IDs and other entity IDs in the backend by checking the rule details using the Rule ID and matching them against the user details. This manual verification ensures that the rule logic aligns with the expected configuration.
Before escalating the issue to the Engineering team, replicate the same flow in the support environment to confirm whether the problem can be reproduced.