How Do I Create Rules for Different Scenarios?

Rules in Propel allow you to customize how your AI agent behaves in different situations. While you can create simple rules to get started, more advanced rules let you handle complex scenarios, set approval requirements, configure handoffs, and create custom workflows. This guide shows you how to create rules for different scenarios and test them effectively.

What Are Rules?

Rules are instructions that tell your AI agent how to behave when processing emails. Rules can:

• Control when to respond - Define triggers for automatic responses
• Set approval requirements - Require human review for specific situations
• Configure handoffs - Automatically involve team members when needed
• Create custom workflows - Handle complex scenarios with specific logic
• Define response behavior - Specify how to handle different types of inquiries

Difference from "Your First Automated Response":

• "Your First Automated Response" covers simple, basic rules to get started
• This guide covers advanced rule creation for complex scenarios, approvals, handoffs, and custom workflows

Prerequisites

Before creating advanced rules, make sure you have:

1. A mailbox set up - At least one mailbox configured and enabled
2. Basic rule understanding - Familiarity with simple rules (see Your First Automated Response)
3. Mailbox settings configured - Response rules, approvals, and handoffs set up in mailbox settings
4. Team members added - If using handoffs, team members should be added to your organization

Navigating to Rules

To create and manage rules:

1. Go to Settings in the sidebar
2. Click Rules from the settings menu
3. You'll see the Rules page with all existing rules
4. Click "Create Rule" or "New Rule" to create a new rule

Rule Structure

Rules in Propel are written in natural language. A well-structured rule includes:

Rule Components

1. Trigger condition - When the rule should apply
2. Action - What the AI agent should do
3. Approval requirement (optional) - Whether human review is needed
4. Handoff condition (optional) - When to involve team members
5. Custom workflow (optional) - Specific steps to follow

Rule Format

Rules follow this general format:

When [trigger condition], [action]. [Additional requirements or workflows].

Example:

When a prospect requests a tour and mentions "urgent" or "asap", respond immediately with available times and require approval before sending. Also hand off to the leasing manager.

Creating Rules for Different Scenarios

Scenario 1: Response Triggers

Response triggers define when Propel should automatically respond to emails.

Simple trigger example:

Always respond to new inquiries about rental properties. Answer questions about availability, pricing, and amenities.

Complex trigger example:

When a prospect emails asking about availability and mentions a specific property address, respond with detailed property information and offer to schedule a tour. Only respond if the inquiry is from a recognized lead source domain.

Best practices for triggers:

• Be specific about when the rule should apply
• Include conditions that prevent unwanted responses
• Consider combining with mailbox response rules for fine-grained control

Scenario 2: Approval Requirements

Approval requirements ensure human review before sending responses in specific situations.

Basic approval rule:

When a prospect requests a tour for a property priced over $5000/month, respond with available times but require approval before sending.

Complex approval rule:

For inquiries about properties with monthly rent over $3000, respond with property details and tour availability. Require approval from the leasing manager before sending. If the prospect mentions "urgent", also notify the manager via email.

When to use approvals:

• High-value properties or prospects
• Sensitive situations requiring human judgment
• Compliance or legal requirements
• New rules you're testing

Note: Approvals must be enabled in mailbox settings. See Configuring Mailbox Settings for setup.

Scenario 3: Handoff Conditions

Handoff conditions automatically involve team members when specific situations occur.

Basic handoff rule:

When a prospect requests information about commercial properties, respond with available properties and hand off to the commercial real estate team.

Complex handoff rule:

For buyer leads inquiring about properties over $1 million, respond with property details and schedule a showing. Hand off to the senior sales agent and CC the sales manager. If the buyer mentions "cash offer", also notify the team lead.

When to use handoffs:

• High-value prospects or properties
• Specialized expertise required
• Team collaboration needed
• Escalation scenarios

Note: Handoffs must be enabled in mailbox settings. See Configuring Mailbox Settings for setup.

Scenario 4: Custom Workflows

Custom workflows define specific steps the AI agent should follow for complex scenarios.

Property management workflow example:

When a rental prospect inquires about a property:
1. Respond with property details, availability, and pricing
2. Ask about move-in date, number of occupants, and pets
3. If qualified, offer to schedule a tour
4. If not qualified, explain requirements and offer alternatives
5. Require approval if monthly rent is over $2000

Real estate workflow example:

For buyer leads:
1. Respond with property information and ask about budget and timeline
2. If budget matches property price, offer to schedule a showing
3. If budget doesn't match, suggest similar properties in their price range
4. Hand off to sales agent for properties over $500k
5. Require approval for all responses to high-value properties

Short-term rental workflow example:

For booking inquiries:
1. Check availability for requested dates
2. Respond with pricing and policies
3. If available, offer to confirm reservation
4. If not available, suggest alternative dates
5. Hand off to property manager for stays over 30 days

Scenario 5: Combining Multiple Conditions

Advanced rules can combine multiple conditions for precise control.

Example combining triggers, approvals, and handoffs:

When a prospect emails about a property and:
- Mentions "urgent" or "asap" in the subject or body, AND
- The property is priced over $3000/month, AND
- The inquiry is from a recognized lead source

Then:
- Respond immediately with property details and available tour times
- Require approval from the leasing manager before sending
- Hand off to the senior leasing agent
- Send a notification to the team lead

Best practices for combining conditions:

• Use clear logic (AND, OR conditions)
• Test rules thoroughly to ensure they work as expected
• Start simple and add complexity gradually
• Document complex rules for team understanding

Property Management Rule Examples

Rental Inquiry Automation

When a prospect inquires about a rental property:
- Respond with property details, availability, and pricing
- Ask about move-in date, number of occupants, and pets
- Offer to schedule a tour if the prospect is interested
- Require approval if monthly rent is over $2500
- Hand off to leasing manager for corporate housing requests

Tour Follow-up Automation

After a tour is completed:
- Send a follow-up email asking about the prospect's interest
- Provide application information if they're interested
- Offer to show additional properties if the current one doesn't meet their needs
- Hand off to leasing agent if prospect mentions applying

Application Status Automation

When a prospect asks about application status:
- Check if application is in the system
- Provide current status and next steps
- If approved, provide lease signing information
- If pending, provide timeline and required documents
- Hand off to leasing manager for complex situations

Real Estate Rule Examples

Buyer Lead Qualification

For buyer leads inquiring about properties:
- Respond with property information and ask about budget and timeline
- If budget matches, offer to schedule a showing
- If budget doesn't match, suggest similar properties
- Hand off to sales agent for properties over $500k
- Require approval for luxury properties (over $1M)

Showing Coordination

When a buyer requests a showing:
- Check agent availability
- Offer available showing times
- Confirm showing details and send reminders
- Hand off to listing agent if seller presence is required
- Require approval for same-day showings

Seller Lead Management

For seller inquiries:
- Respond with market analysis information
- Ask about property details and timeline
- Offer to schedule a listing presentation
- Hand off to listing specialist
- Require approval for all seller responses

Short-Term Rental Rule Examples

Booking Inquiry Automation

For booking inquiries:
- Check availability for requested dates
- Respond with pricing, policies, and amenities
- If available, offer to confirm reservation
- If not available, suggest alternative dates
- Hand off to property manager for stays over 30 days

Guest Communication

When guests ask questions:
- Respond with helpful information about the property
- Provide check-in instructions if requested
- Address concerns or special requests
- Hand off to property manager for maintenance issues
- Require approval for refund or cancellation requests

Testing Your Rules

Testing rules ensures they work as expected before they affect real conversations.

Method 1: Test with Sample Emails

1. Create test scenarios - Write sample emails that should trigger your rule
2. Send test emails - Send emails to your monitored mailbox
3. Review responses - Check if Propel responds according to your rule
4. Verify behavior - Ensure approvals, handoffs, and workflows work correctly

Method 2: Use Rule Testing Tool

If available in your Propel interface:

1. Navigate to Rules - Go to Settings > Rules
2. Find testing tool - Look for "Test Rule" or similar option
3. Enter test data - Provide sample email content
4. Review results - See how the rule would be evaluated
5. Adjust as needed - Modify the rule based on test results

Method 3: Monitor Real Conversations

1. Enable rule - Activate your rule
2. Monitor engagements - Watch for conversations that match your rule
3. Review responses - Check if responses follow your rule
4. Verify behavior - Ensure approvals and handoffs work correctly
5. Adjust as needed - Refine the rule based on real-world performance

Testing Checklist

When testing rules, verify:

• ✅ Rule triggers for the right conversations
• ✅ Responses match your instructions
• ✅ Approvals are requested when specified
• ✅ Handoffs occur when conditions are met
• ✅ Custom workflows are followed correctly
• ✅ Rule doesn't trigger for unwanted conversations
• ✅ Multiple rules work together correctly

Rule Best Practices

Start Simple

• Begin with basic rules and add complexity gradually
• Test each rule before creating more complex ones
• Ensure simple rules work before combining conditions

Be Specific

• Clearly define when rules should apply
• Specify exact actions the AI agent should take
• Include conditions that prevent unwanted behavior

Document Rules

• Use descriptive rule names
• Add comments or descriptions explaining rule purpose
• Keep rules organized and easy to understand

Test Thoroughly

• Test rules with various scenarios
• Verify edge cases and unusual situations
• Monitor rule performance after deployment

Review Regularly

• Check rules periodically to ensure they're still relevant
• Update rules as your workflow changes
• Remove or disable rules that are no longer needed

Combine with Mailbox Settings

• Use mailbox response rules for fine-grained control
• Configure approvals and handoffs in mailbox settings
• Combine organization rules with mailbox-specific rules

Common Rule Patterns

Pattern 1: High-Value Prospect Handling

For inquiries about properties over [threshold]:
- Respond with detailed information
- Require approval before sending
- Hand off to senior team member
- Send notification to manager

Pattern 2: Urgent Request Handling

When prospect mentions "urgent" or "asap":
- Respond immediately with available options
- Prioritize scheduling if applicable
- Hand off to available team member
- Send notification to manager

Pattern 3: Lead Source Routing

For inquiries from [specific lead source]:
- Respond with [specific information]
- Ask [specific qualification questions]
- Route to [specific team member] if qualified
- Require approval for [specific conditions]

Pattern 4: Qualification Workflow

When prospect inquires about property:
- Respond with property details
- Ask qualification questions
- If qualified, offer next steps
- If not qualified, provide alternatives
- Hand off to team member if needed

Troubleshooting Rules

Rule Not Triggering

If your rule doesn't seem to be working:

1. Check rule syntax - Ensure rule is written clearly
2. Verify mailbox is enabled - Rules only work on enabled mailboxes
3. Check response rules - Mailbox response rules might be preventing responses
4. Review rule conditions - Ensure conditions are specific enough
5. Test with sample emails - Verify rule triggers for test scenarios

Rule Triggering Too Often

If your rule triggers when it shouldn't:

1. Make conditions more specific - Add more precise triggers
2. Check response rules - Mailbox response rules control when to respond
3. Review rule logic - Ensure conditions are correctly defined
4. Test edge cases - Verify rule doesn't trigger for unwanted scenarios

Approvals Not Working

If approvals aren't being requested:

1. Check mailbox settings - Ensure approvals are enabled
2. Verify approver emails - Ensure approvers are configured correctly
3. Review rule syntax - Ensure approval requirement is clearly stated
4. Check approval expiration - Verify expiration settings are appropriate

Handoffs Not Occurring

If handoffs aren't happening:

1. Check mailbox settings - Ensure handoffs are enabled
2. Verify handoff agents - Ensure agents are configured correctly
3. Review rule syntax - Ensure handoff condition is clearly stated
4. Check team member access - Verify handoff agents have access

Next Steps

Now that you understand advanced rule creation:

• Learn about rule conditions and triggers for more detailed rule configuration
• Set up approval workflows to require human review
• Configure handoffs to involve team members automatically
• Review response rules configuration for fine-grained control
• Monitor conversations to see your rules in action

Related Articles

• Your First Automated Response - Simple rule creation to get started
• Configuring Mailbox Settings - Set up approvals, handoffs, and response rules
• Rule Conditions and Triggers - Detailed guide to rule conditions
• Approval Workflows - Comprehensive approval setup guide
• Setting Up Handoffs - Team collaboration features
• Response Rules Configuration - Advanced response rules guide