Rule Engine

Implement condition-based automations to automatically hide, delete, tag, and route conversations through the Rule Engine

Rule Engine

Overview Of Statusbrew Rule Engine

Statusbrew's Rule Engine helps you automatically manage incoming conversations across your social profiles. It allows you to define custom rules that take action based on specific conditions.

Rules are customizable and can be set up to trigger in real time as conversations come in, helping you maintain a clean and professional social presence.

The Rule Engine is available on Standard and above plans. See full pricing details.

What Can Rules Do In Statusbrew?

Using Rule Engine in Statusbrew, you can automate the following actions:

  • Send a private message (Facebook & Instagram only) to follow up

  • Hide, unhide, or delete comments automatically based on conditions such as keywords or sentiment

  • Assign conversations to the right team member or agent

  • Close conversations automatically after resolving inquiries

  • Add watchers to keep stakeholders informed

  • Move conversations to specific Engage inboxes to better organize and manage conversations.

  • Mark conversations as priority to flag urgent cases

  • Add or remove tags to categorize conversations dynamically

  • Trigger internal Slack or Microsoft Teams alerts

  • Send notifications within Statusbrew

  • Send emails to teammates or external users when conditions are met

  • Update custom fields based on rule logic

Understanding A Rule In Statusbrew

Before creating your first rule in Statusbrew, it’s important to understand the four key components that define how a rule functions:

1. Data Sources

The data source determines where the rule will be applied. You must select at least one social profile — a rule cannot be created without this.

You can choose from:

Using profile groups is especially useful for teams managing multiple brands, regions, or clients, as it simplifies both rule management and profile organization.

2. Trigger Type

Every rule begins with a trigger — the condition that activates it.

For Engage conversations, the only available trigger type is:

  • Message received

This means the rule will run every time a new incoming message is received on the selected profile(s).

3. Filters

Filters define the specific conditions under which your rule should be triggered. They help you fine-tune how and when a rule is applied based on message content, type, source, sentiment, and more.

Filter Logic: AND vs. OR

  • AND logic: All filter conditions must be met for the rule to execute.

  • OR logic: If any one condition is met, the rule will execute.

You can switch between AND and OR logic when adding multiple filters and even when applying filters within a group.

After adding your first filter group, click Add condition to include another. By default, the AND logic is applied, but you can change it as needed.

Important Behavior Note:

When you select multiple values within a single filter, for example, multiple conversation types (e.g., Instagram Message, Instagram Mention, Instagram Media Tagged), these are treated with OR logic.

Example:

If you set up a rule with:

  • Conversation type: Instagram Message, mention, media tagged

  • Sentiment: Positive

The rule will trigger if the message is any of the listed conversation types AND the sentiment is positive.

Nested Filters (Filters within a Filter)

Statusbrew also allows you to nest filters within a single condition group, giving you more advanced logic control. This is helpful when you need grouped conditions to be evaluated together.

For example, you can create a filter group like:

  • If (Message Content is "offer" OR Message Links Count is 1)

  • AND (Conversation Type is Instagram DM)

Then perform the action(s)

This group ensures that either of the first two conditions must be true, along with the third, for the rule to trigger.

To add a nested filter:

  1. Click (Add filter to this group) beside the filter

  2. Add the filter

  3. Set the logic (AND/OR)

This level of flexibility allows you to build both simple and complex rules tailored to your moderation or workflow needs.

To learn about all available filters, refer to our article on Filters in Rule Engine.

4. Actions

The Actions define what happens when a rule is triggered, i.e., when all the selected conditions are met.

You can choose one or multiple actions to be executed simultaneously.

To learn about all available actions, refer to our article on Actions in Rule Engine.

Additional Options

You can also schedule your rule to run only during specific time periods.

Under Add hours, choose the day and define the time range during which the rule should be active, for example, Monday from 09:00 to 17:00. You can specify multiple days and time blocks by clicking Add times.

You can also specify the time zone to ensure the rule runs based on your local business hours or regional team workflows.

If no time is specified, the rule will run continuously, 24/7 by default.