Emoji Rules

Emoji Rules let you trigger actions on ClearFeed requests or tickets from Slack. They can also show when the Virtual Agent is responding to a request.

Who Can Use Emoji Rules?

• Assign (👀) and Solve (✅) actions can only be triggered by Responders in Request Channels.

• Urgent (🚨) action can be configured to work for all users or only Responders.

• Virtual Agent Responding (💬) is applied automatically by ClearFeed. Adding this reaction manually doesn't trigger an action.

Where Emoji Rules Work

• Reaction-triggered rules function only in Request Channels.

• You can trigger these rules from just the parent message or from reactions anywhere in the thread, depending on your settings.

• The Virtual Agent Responding emoji applies only to ClearFeed requests. ClearFeed adds it to the request message in the Request Channel.

Note: Emoji reactions in Triage Channels are not supported.

Supported Rules

Action	Default emoji	Description
Assign	👀	Assigns the request to yourself
Solved	✅	Marks the request as resolved
Urgent	🚨	Sets the request priority to "Urgent"
Virtual Agent Responding	💬	Shows while the Virtual Agent is handling the request

Configure Emoji Rules

1. Open your Collection's Settings.

2. Expand Emoji Rules.

3. Enable the rules that you want to use.

4. Select an emoji to change it, if needed.

5. Click Save.

Pro-Tip: You can also add Custom Emojis for these actions. To do this, click the edit icon next to the emoji, then select “Add Custom Emoji” in the emoji selector popup.

Emoji Rules under Collection Settings

Show when the Virtual Agent is responding

Enable Virtual Agent Responding to show when the Virtual Agent is handling a request. This rule is off by default and appears only when the Virtual Agent is enabled for the Collection and its Emoji Rules apply to ClearFeed Requests (i.e., Apply emoji rules for is set to ClearFeed Requests or ClearFeed requests & external ticketing platform). The setting is hidden when Emoji Rules apply only to external tickets.

ClearFeed adds the configured emoji to the request message in the Request Channel when the Virtual Agent starts responding. ClearFeed removes it when the session ends, including when the request is handed off to a human or solved.

The default emoji is 💬, and you can select another emoji. This indicator works independently of the Virtual Agent assignee setting. ClearFeed doesn't add the 👀 emoji for Virtual Agent activity because 👀 continues to indicate a human assignee.

Emoji Settings

For the Assign, Solved, and Urgent rules, use the ⚙️ icon next to the Enable/Disable slider to configure these settings:

1. Tag Requests with Emojis: When an action is triggered, the associated emoji will be automatically added to the message in the Triage Channel. You can enable this option to also add the emoji reaction to the message in the Request Channel.

2. Apply emoji rules for (only applicable for External Product Edition):

   1. ClearFeed Requests: Emoji actions only work on ClearFeed Requests

   2. External ticketing platform: Emoji actions only work on External Tickets

   3. ClearFeed requests & external ticketing platform: Emoji actions work on both the external ticket and the associated ClearFeed Request.

3. Enable only for parent message: By default, reactions on any message in the thread will trigger the action. Enable this option to restrict the trigger to only reactions on the parent message.

Note:

• Emoji Actions for Assign and Solve are currently supported for ClearFeed Requests, ClearFeed Tickets, Jira Ticketing, ClickUp Ticketing, Intercom Ticketing, HubSpot Ticketing, Freshdesk Ticketing and Zendesk Ticketing.

• Emoji Action for Urgent is only supported for ClearFeed Requests and ClearFeed Tickets.

• When the Assign, Solve, or Urgent action runs, ClearFeed adds its emoji to the Triage Channel message and, if configured, to the Request Channel message.

• When ClearFeed applies emoji actions on request or triage channels, in response to actions like Assigning or Resolving requests/tickets - these emoji reactions are applied by the ClearFeed bot in Slack (and not as the user who may have performed those actions). The actual actor is still recorded correctly inside ClearFeed (i.e., will be visible in the ClearFeed web app and triage channels as ticket metadata).

Emoji actions with ClearFeed Ticketing

Implicit acknowledgement

When a Responder reacts to a customer message with any emoji that isn't mapped to an Emoji Rule (for example, :+1: or :eyes: when those aren't configured as actions), ClearFeed treats the reaction as an "agent saw this" signal and moves the request from Open (or Reopened) to In-Progress.

This applies only when:

• The reaction is added by a Responder

• The reacted message was posted by a non-Responder

• No Responder has replied to that message yet

• The request comes from a Slack channel (not from ClearFeed's native private ticketing flow or MS Teams)

Reactions that match a configured Emoji Rule (Assign, Solved, Urgent, etc.) run the configured action instead and don't trigger this implicit transition.