Rules enable you to automate simple tasks with if-then logic within a service.

Rules evaluate conditions, validate user inputs, and route the incoming messages to various communication channels. The rules also focus on decision making. A rule can either be a business rule or a set of sequential tasks with simple if-then logic.

You can configure rules on event triggers and associate them with various actions like sending a message or notifying a bot/HTTP service. A single rule is capable of supporting multiple actions.

You can also send extra parameters while configuring SMS requests.


A trigger automatically launches a flow when a defined event occurs. Triggers are set up to automate tasks using actionable events. Triggers enable you to automate complex business processes, eliminating the need to manually run the flow every time.

You can configure any of the trigger categories for a service. A rule is triggered when events of the configured category meet the condition(s) defined within the rule.

  1. Select Trigger Category.
  2. Select the trigger event and add conditions.
  3. Set Conditions (optional).
    a. Choose an event parameter.
    b. Select a condition.
    c. Define a value.

You can build a condition using AND or OR logical operators. When you add AND to a condition, the whole expression must evaluate to true to qualify the condition. When you use OR in a statement, the statement is executed if any one of the conditions evaluates to true.


Rule Triggers

Channels and Trigger Events

Each communication channel has a set of pre-defined events that can trigger a flow.

ChannelPossible Events
SMS Mobile Originated - MO
On Link Click
MMS* Mobile Originated - MO
RCS Incoming Attachment
Incoming Message
Location Response
Voice Inbound Call
Missed Call
Instagram Incoming Message
* Message Deleted
Email Incoming Message
* Unsubscribe
Mobile & Web App
(i.e., Push, Live Chat and In-App Messaging)
Custom Event
Geo Enter
Geo Leave
Incoming Message
* Location Change
Apple Messages for Business Conversation Closed
Incoming Message
Interactive Message
Typing Indicator
Google Business Messages Incoming Message
User Status
* Suggestion Response
Messenger Incoming Message
On Link Click
* Postback
WhatsApp* Incoming Message
Enterprise Chat and Email (Deprecated)* Incoming Message



If +E.164 format is enabled for your tenant - all the numbers in the Destination field should follow the "+E.164" format.

This format displays the number with a "+" followed by the country code and the phone number.

+E.164 format is not applicable to the numbers in the Sender field.

This applies to the following channels: SMS, Voice, RCS, and WhatsApp

Integrations and Trigger Events

Every integration in Webex Connect has a different set of trigger events for a flow.

IntegrationPossible Events
CCSP (Deprecated) Agent Chat Initiated
Chat Closed
Chat Idle
Chat Opened
Chat Picked
Chat Reopened
Chat Transferred
Custom Event
* Incoming Message
Skype for Business (Deprecated)* Incoming Message From Skype
BOT Custom Event
Milestone Reached
* Unhandled Message

Custom Trigger Events

CustomPossible Events
WebhookList of existing events
Custom EventList of existing events


You can select more than one action for an event. All actions are executed with equal priority when an event occurs.

Actions for a rule can be sending a message on any of the channels, notifying an external URL, or initiating a workflow. For sending an outbound message, you can either enter the message or use one of the existing templates while configuring the rule. Notifying URL can be entered directly on the UI and the flow to be triggered can be selected from the drop-down list. You can add multiple actions within a single rule.

The list of actions that can be associated with a rule is:

  • Send SMS
  • Send MMS
  • Send RCS Message
  • Initiate Voice Call
  • Send Push Notification
  • In-App Messaging / Live Chat
  • Send Messenger Message
  • Send WhatsApp Message
  • Notify URL
  • Invoke a Flow
  • Forward to Bot
  • Forward to BOT+CCSP
  • Forward to CCSP (Deprecated)
  • Skype For Business (Deprecated)

Adding an Action in a Rule

To add an action in rule, follow the procedure below:

  1. Select the required channel from Select Actions.
  1. Select the Event and required number from MMS drop-down.
  1. Click Next.
  2. Enter the required details in the Enter Action Details page.
  1. The Confirm page is displayed. Enter the required details.
  • Name: Enter the name for the event rule.
  • Start Date: Select the date on which you want the rule to be start.
  • Start Time: Select the time on which you want the rule to start.
  • End Date: Select the date on which you want the rule to be end.
  • End Time: Select the time on which you want the rule to stop.
  • Set a status for your rule: Select the required status Active/Inactive.
  • URL: Enter the URL to be notified when the rule is successfully executed.



You can add multiple actions.

  1. Click Complete and save rule.