Agents can save replies as drafts or scheduled messages for later delivery from the Care Console reply box. The Rule Engine allows you to detect cases that contain draft or scheduled messages and automatically trigger actions based on their presence.

Supported Condition

This capability is supported at the Universal Case level using the following condition:

Condition: Any post having the following status exists for this case

This condition evaluates whether a case contains at least one message with a Draft or Scheduled status.

Create a Rule to Detect Draft or Scheduled Messages

Follow these steps to create a case update rule that takes action on cases with draft or scheduled messages:

1. Click the New Page (+) icon to open the Launchpad.

2. Under Platform Modules > Collaborate, click Rule Engine.

3. From the top-left corner dashboard dropdown, select Case Update for either Customer or Workspace.

4. Click Create New Rule in the top-right corner.

5. On the New Rule window, enter the required details and ensure the Context is set to Case Update.

6. Click Next.

7. In the rule creation window, click the + icon and select Add Condition.

8. Enter a condition name.

9. Expand the Condition Applies To Universal Case section.

10. Search for the condition Any post having the following status exists for this case.

11. Select the values Draft or Scheduled.

12. Configure the required action based on your use case (for example, updating case-level fields or adding the case to a queue).

13. Click Save, then click Enable Rule to activate the rule.

You have successfully created a rule to detect and act on cases with draft or scheduled messages.