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AurionAI

Form rules

5 min readBy Emmanuel Yazbeck

Form rules change a form while someone fills it in. For example, a rule can make the "Asset tag" field required when the category is "Hardware", or hide a field that does not apply. On the Form Rules page you create these rules for conversations, contacts and companies.

Availability: Helpdesk and AI Voice + Helpdesk profiles. Administrators only.

Form rules only act on fields. To set a priority, add tags or take other actions when something happens, use workflows on the Workflows page. Read Build workflows.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • You know the field keys of the fields that you want to use. The Custom Fields page shows them. Read Custom fields.

Open the form rules page

  1. In the sidebar, select Configuration.
  2. Open the Data & Forms category.
  3. Select Form Rules.

The page has three tabs: Conversation, Contact and Company. Each tab lists the rules of that entity, with the scope, when it runs, whether it is enabled and how often it fired.

The Form Rules page with the conversation rules.

Create a rule

  1. Select the tab of the entity, then select Create Rule.
  2. Enter a Rule Name and, optionally, a Description.
  3. In Scope, select Global to apply the rule to every form of this entity, or Form-specific and then the form in Form.
  4. In Execute On, select Create, Edit or Both.
  5. Under Conditions, enter the field key, choose an operator and enter a value. Add more conditions if needed. The rule fires only when all conditions match.
  6. Under Actions, choose what happens and enter the key of the target field. Add more actions if needed.
  7. Optional: turn on Auto-reverse when conditions no longer match.
  8. Optional: turn on Enforce on API submissions (system-wide).
  9. Check that Enabled is on, then select Create Rule.

AurionAI shows the message Form rule saved successfully.

The operators are equals, not equals, contains, not contains, is empty, is not empty and matches regular expression.

The actions are Show field, Hide field, Make required, Make optional, Disable field, Enable field, Set value, Set options, Remove options, Filter options and Validate.

Edit, turn off or delete a rule

  • To turn a rule off without deleting it, switch off Enabled on its row.
  • To change a rule, select the edit button on its row, make the changes and select Edit Rule.
  • To delete a rule, select the delete button on its row, then select Delete Rule. You cannot undo this.

Rules marked Migrated were moved here from an older version of AurionAI. You manage them like any other rule.

Where form rules act

  • In the dashboard, at once: when an agent edits the fields of a conversation in its details panel, and when an agent fills the form to create a new conversation, the rules show, hide, require or change fields while the agent types.
  • On every save of custom fields: the server checks the Make required, Make optional and Hide field actions of all enabled rules whose Execute On matches the save: Create or Both when a record is created, Edit or Both when it is edited. This happens whether or not Enforce on API submissions (system-wide) is on. It applies when a conversation, a contact or a company is created or edited, in bulk contact updates, and on the contact form of the Help Center. When a required field is empty, the save is refused with a message that starts with "Missing required field:" and names the field key, for example "Missing required field: asset_tag".
  • On a new conversation from a form: when an agent creates a conversation with a form, for example the Agent Form, the server checks the rules whose Execute On is Create or Both again, also without the enforce switch. A missing field is refused with a message such as "Field 'asset_tag' is required". The field key is in quotes. When no form is used, this check does not run.
  • With Enforce on API submissions (system-wide) on: the server also checks Disable field and Validate actions, and uses Execute On to decide whether the check runs on create, on edit or on both. It applies when a conversation is edited, when a new conversation is created from an existing one, and when a contact or a company is created or edited, also through the API. A refusal reads, for example, "Field 'asset_tag' is required." This text looks like the new-conversation message. Both name the field key in quotes, and both mean that a rule made the field required.

Note this limit of the current version: the Help Center ticket form and embedded ticket forms do not apply form rules.

Result

A new or changed rule applies the next time a form is opened or data is saved. Data that is already saved does not change.

If something goes wrong

  • This pattern may cause excessive processing. Use a safer expression. Write a simpler regular expression.
  • This pattern could not be validated. Try again before saving. Wait a moment and save again.
  • Failed to save form rule. Check the conditions and the actions, then try again.
  • A rule does not fire. Check that it is enabled, that the field keys are exact, and that all conditions match. For a Form-specific rule, check that the form is the one in use.
  • An agent cannot save a conversation, a contact or a company. A form rule made a field required, and the field is empty. This can happen even when Enforce on API submissions (system-wide) is off. Read the message, fill the required field, or change or turn off the rule.

Still stuck? Submit a request or .