Categories and rules
Decide which piles Noa sorts your inquiries into, and who gets them automatically.
Categories are the piles Noa sorts new inquiries into — for example Quotes, Bookings and Complaints. Rules decide who gets a new inquiry and what priority it gets. You find both under Opsætning → Kategorier ("Setup → Categories"), on the Kategorier ("Categories") and Regler ("Rules") tabs.
Create a category
Click Ny kategori ("New category").
Type a short, clear Navn ("Name"). Noa uses the name when she sorts.
Choose a Farve ("Colour") and, if you like, an Ikon ("Icon").
Under Send til gruppe ("Send to group"), choose the one group that looks after this category — or Ingen gruppe ("No group"). New inquiries in the category land with that group, and its members get a notification in the bell.
Optionally, choose which sources this category is the default for under Standard for kilder ("Default for sources"). Click Opret kategori ("Create category").
You can only pick one group per category. If you don't have any groups yet, create them under Team.
In the app's left-hand menu, the categories appear under Henvendelser ("Inquiries") in the same order as here. The icons are grey there — the colour isn't used in the menu. Move a category by dragging its handle, or use Flyt op ("Move up") / Flyt ned ("Move down") in the three-dot menu.
Delete a category
Choose Slet ("Delete") in the menu. The inquiries in the category stay, just without a category — none of them disappear. Rules that use the category are switched off, and Noa's autopilot for the category starts over.
Rules
A rule reads like a sentence: when an inquiry comes in, if it matches, then do something. Rules apply to new inquiries from mail, forms and calls. They are read from the top, and the first rule that matches wins.
Only administrators can create, change, and switch rules on or off.
Conditions
You can use these conditions. If a condition is left empty, the rule applies to everything:
- Type — mail, form or call.
- Source — a specific form, widget or API key.
- Category — the source's default category or the one Noa picks.
- Priority — high, medium or low.
- Sender, subject or text contains a word. Separate several words with commas, for example "invoice, bill", and the rule matches either one.
Actions
- Assign to a person.
- Send to a group.
- Set the priority to high, medium or low — or let Noa judge it.
A rule has to do at least one of these.
Create a rule
Go to the Regler ("Rules") tab and click Ny regel ("New rule") — or start from one of the suggestions if you don't have any rules yet.
Build the sentence: choose the conditions and what should happen.
Under Prøv på de seneste henvendelser ("Try on recent inquiries"), see which of your recent inquiries the rule would catch.
Click Opret regel ("Create rule").
Below the list is Prøv reglerne ("Test the rules"). Choose a type, source, category and priority, and type a subject if you like. You'll see where an inquiry would land — without sending anything.
When a rule has switched itself off
If a source, group or category that a rule points to is deleted, the rule is switched off. You'll see a message like "Kategorien findes ikke længere — reglen er slået fra" ("The category no longer exists — the rule is switched off"). Fix the rule before you switch it back on.
A rule also won't assign to a person who has been deactivated. Pick someone else.
Number of rules
Only rules that are switched on count: 5 on Essential, 20 on Pro, and unlimited on Business and Enterprise.
Always
Below the rules is Altid ("Always"). These settings apply to every inquiry, whatever the rules say:
- Arkivér henvendelser, der ligger stille ("Archive inquiries that go quiet") — active inquiries with no activity for the number of days you enter are moved to the archive. This happens once a day.
- Send nye henvendelser til jeres eget system ("Send new inquiries to your own system") — a webhook. It requires Pro or higher. See API and webhooks.