Action Order

In general, the order of rule actions is unimportant. The exceptions are the Append Thread actions and the Do Not Send Response action.

Append Thread actions depend on order because the appended information is added to the outgoing email response in the same order that the rule actions occur in the rule.

The following Append Thread to Response actions are added to the response thread in the order that you specify in the rule actions, so that you can effectively format the outgoing email response:

• Append Response Template to Response Field
• Append Existing Solution (by Answer ID) to Response Field
• Append SmartAssistant Response to Response Field

Note: If the Append Response to the Uncommitted Response Buffer action is used in conjunction with multiple Append Thread actions, all appended items are added to the uncommitted response rather than the incident thread. This does not apply to the Append Response Template to Notes Field action.

The Do Not Send Response action is used to prevent automatic incident update responses if you use a message system outside of B2C Service to deliver your responses. The Do Not Send Response action should always be added as the last rule to ensure that it is applied to all responses. If it does not execute last, another rule could request a response causing an automatic response through B2C Service.