---
schema_version: "1"
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title: Create a Conversation Intelligence Rule to Trigger an Action
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_conversation_intelligence_rule_create.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_rule_create.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3f1ba97d7b9e0fc3357db5080346c4c3f32407ac8a012e4eb8ec8c8bddbc78b6
description: To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create a rule based on a Next Best Action or autolaunched flow. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create the rule for this example, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page.
products:
- Service Cloud
release: "264"
---
# Create a Conversation Intelligence Rule to Trigger an Action
To subscribe to intelligence signals defined in your telephony system and trigger actions based on those signals, create a rule based on a Next Best Action or autolaunched flow. For example, create an action that recommends that the support rep offer a discount if the customer asks to cancel the service due to a poor customer experience. To create the rule for this example, pass the detected signal to a Recommendation Strategy flow and link the flow to the Einstein Next Best Action component in a Lightning page.
### Required Editions
You can also create a rule triggered by matching keywords detected in a conversation. This is useful for messaging channels where keywords spoken or typed by the agent or customer trigger a Next Best Action recommendation. Configure one rule per NBA recommendation per service channel.
1. From Setup, in the Quick Find box, enter Conversation Intelligence Rules, and then select **Conversation Intelligence Rules**.
2. To create a rule, click **New**.
3. Enter the rule details.
Note To auto-populate the Developer Name, tab through the Rule Label field. You will reference both the Rule Label and the Developer Name when you configure the Recommendation Strategy flow. You’ll use the Developer Name as the condition value in the Decision element of the flow.
4. Select one of these actions.
| Action | Description |
| --- | --- |
| Update Next Best Action | Recommend the next best action to the service rep. When triggered, the rule passes signal data to a Recommendation Strategy flow, which retrieves and displays the appropriate recommendation in the Einstein Next Best Action component on the record page. You must configure one rule per NBA recommendation per service channel. See [Set Up a Next Best Action](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_nba.htm&release=264.0.0&type=5 "If you created a rule that triggers a next best action, set up an Einstein Next Best Action component to show recommendations to support reps based on keywords during a conversation or intelligence signals from your telephony system. To determine which recommendation to show a support rep, the Next Best Action component evaluates an incoming signal using the predefined action strategies."). |
| Run Autolaunched Flow | If you choose Run Autolaunched Flow, you must select an autolaunched flow. Only active autolaunched flows appear in the selection dropdown. If an autolaunched flow is deactivated or deleted after creating the rule, the flow is removed from the rule. No action will be taken until you update the rule with another flow. See [Set Up an Autolaunched Flow](https://help.salesforce.com/s/articleView?id=service.voice_conversation_intelligence_autolaunched_flow_setup.htm&release=264.0.0&type=5 "Use autolaunched flows to run business processes. In this case, use a no-trigger autolaunched flow, which runs in the background and doesn’t require an event to trigger it. To specify when to run the autolaunched flow, define the conditions in the flow."). |
| Alert Supervisor | Send an alert to the supervisor. |
| Alert Support Rep and Supervisor | Send an alert to the support rep and the supervisor. |
5. In the Service Channel Instance field, select the service channel.
Tip This rule applies to this service channel instance only. To use the same NBA recommendation across multiple channels (for example, both voice and web chat), create a separate conversation intelligence rule for each channel pointing to the same Recommendation Strategy flow.
6. To trigger the rules based on a signal:
1. In the Trigger Type field, select **Signals from an intelligence source**.
2. Select the intelligence signal source.
3. Create a condition for each signal value.
The signal value must match the category name that you defined in your telephony system. You can add up to 5 conditions.
7. To trigger the rule using keywords:
1. In the Trigger Type field, select **Matching keyword**.
2. In the Detect Keywords Mentioned By field, select the person to monitor: **Agent**, **Customer**, or **Either**.
3. Enter the keywords that should trigger the NBA.
Use words specific to the NBA that you want to display. Avoid overly general terms that could trigger recommendations in unintended contexts.
8. Repeat this process to create one rule per NBA per channel.
Whenever the signal or matched keyword is detected during a phone conversation, the action defined in the rule is triggered. In this example, the signal triggers the next best action if the category name is Service-Cancellation.
Tip This rule applies to the service channel instance selected during setup. To use the same NBA recommendation across multiple channels (for example, both voice and web chat), create a separate conversation intelligence rule for each channel pointing to the same Recommendation Strategy flow.