This article explains how to set up an automation rule in LiveAgent that automatically removes a tag from a ticket when a customer sends a reply (i.e., when an incoming email message is received on an existing ticket).
Understanding the Trigger
When a customer replies to an existing ticket, the ticket status changes from Answered (set after an agent replied) back to Open. This status transition is the key event you can use as a trigger in an automation rule to detect a customer reply.
Setting Up the Automation Rule
Follow these steps to create a rule that removes a tag when a customer replies:
- Go to Configuration > Automation > Rules in your LiveAgent admin panel.
- Click Create rule.
- Set the Apply when (trigger) to: Ticket status changes.
- Add the following conditions:
- Old status: Answered
- New status: Open
- Ticket tags: Include the specific tag you want to remove (to ensure the rule only fires when that tag is present).
- Under Actions, select Remove tag and choose the tag you want to remove.
- Click Save.
How It Works
When an agent replies to a ticket, its status is set to Answered. When the customer then sends a follow-up reply, the ticket status automatically changes back to Open. The rule detects this transition (Answered → Open) and removes the specified tag.
Important Notes
- Adding the tag condition (Ticket tags includes [your tag]) is recommended to prevent the rule from removing the tag on tickets that do not have it.
- This rule will not fire on the very first customer message that creates a ticket, since the status does not transition from Answered to Open in that case — it only applies to replies on existing tickets.
- Make sure the rule is enabled after saving, and test it by sending a reply to a tagged ticket.