Understanding Automated Rule Interactions in Prokeep

This article provides guidance on how various triggers and actions interact, including recommendations, restrictions, and best practices for automated rule setup.

Trigger and Action Interactions

The table below outlines how different triggers behave when paired with specific actions. Some combinations are recommended, others should be used with caution, or are blocked by Prokeep to protect your workflows.

Key Triggers

Thread is Inactive
New Thread is Received
Message is Left Unclaimed
Thread is Claimed
User Closes a Thread

Action Types

Trigger → Action	Close Thread	Route to Group	Route to User(s)	Send Message	Send Broadcast Opt-in Request
Thread is Inactive	*Recommended* Closes thread silently.	*Not Recommended*	*Not Recommended*	*Proceed with Caution* This is a timer-condition. It may repeatedly send messages unless the thread is closed or reactivated.	*Proceed with Caution* Contact may be disengaged. Ensure opt-in requests align with your marketing strategy.
New Thread is Received	*Not Allowed*	*Recommended*	*Recommended*	*Recommended* Great for introducing auto-messages.	*Proceed with Caution* Use only if it's appropriate to introduce opt-in upfront.
Message is Left Unclaimed	*Exception Use Only* Use for temporary cleanup with guidance from support.	Not Recommended	*Not Recommended*	*Proceed with Caution* This is a timer-condition and may result in repeated sends if criteria remain true.	*Proceed with Caution* Unclaimed messages suggest poor experience — not ideal for opt-in requests.
Thread is Claimed	*Not Allowed*	*Not Allowed*	*Not Allowed*	*Not Allowed*	*Not Allowed*
User Closes Thread	*Recommended*	*Not Recommended*	*Not Recommended*	*Recommended* Useful for automated sign-offs just before closure.	*Recommended* Will send opt-in request and then close the thread.

Multi-Action Rule Interactions

Prokeep allows you to configure rules with multiple actions. Below is guidance on how different combinations behave when used together.

Note: The Close Thread action must always be the final action in a multi-action rule.

Action → Combined With ↓	Close Thread	Route to Group	Route to User(s)	Send Message	Send Broadcast Opt-in Request
Close Thread	N/A	*Not Recommended*	*Not Recommended*	*Recommended* Ideal for auto sign-offs.	*Proceed with Caution* Ensure recipients are good candidates.
Route to Group	*Not Recommended*	N/A	*Proceed with Caution* Routing from group to user = valid. Reverse = avoid.	*Recommended* Useful for custom auto-replies or notifications.	*Not Recommended*
Route to User(s)	*Not Recommended*	*Proceed with Caution*	N/A	*Recommended* Useful for updates or confirmations.	*Not Recommended*
Send Message	*Recommended* Perfect sign-off.	*Recommended* Custom messaging support.	*Recommended* Enhance context for users.	N/A	*Recommended* Can be paired for extra context or customer clarity.
Send Broadcast Opt-in Request	*Proceed with Caution*	*Not Recommended*	*Not Recommended*	*Recommended* Pairing helps explain the opt-in request.	N/A

Best Practices

Use Caution with Timer-Based Triggers: Triggers like "Thread is Inactive" or "Message is Left Unclaimed" can cause repeated messages unless threads are closed or otherwise changed.
Avoid Endless Loops: If routing to groups, ensure you include group conditions to prevent loops between rules.
Send Message + Close Thread is one of the most effective combinations for sending automated sign-offs.
Don't Spam: Be mindful of user experience when using rules with automated messages or opt-in requests—timing matters.

Need Help?

If you're unsure how to design or adjust your rule setup, reach out to the Prokeep Support team at support@prokeep.com. We’re happy to help you build workflows that meet your team’s needs while maintaining a clean, effective experience for your customers.