Schedule Rule Set

What is a Schedule Rule Set?

A Schedule Rule Set allows you to personalize communication messages sent to participants by defining rules based on metadata. These rules determine which message template is sent to a specific participant based on their profile or behavior.

If no rule matches, a default message is sent.

Purpose

Use schedule rules to:

  • Send customized survey invites or reminders
  • Target different participant segments with different tones or call-to-actions
  • Increase response rates through relevant and contextual communication
  • Handle multiple customer types or journeys from a single survey campaign

How It Works

Each rule is evaluated based on metadata fields such as:

  • Customer Type (VIP, First-Time, Repeat)
  • Channel (App, Branch, Web)
  • Region or Language (IN, UAE, English)
  • Business Unit (Auto, Health, Retail)
  • Transaction Type (Renewal, New Policy, Claim)
    Or other defined segements

If a participant’s metadata matches a defined rule, that rule’s communication template is triggered.

If no rules match, the default message is used.

Configuration Steps in Zykrr

  1. Navigate to the Communication > Schedule Rule Set section

  2. Click “Create New Rule Set”

  3. Add Rules based on metadata values

  4. For each rule, configure:

    • Message template (email/SMS/WhatsApp)
    • Subject line and body
    • Optional: time window for delivery or delay logic

  5. Set the Default Message for unmatched records

  6. Save and link the Rule Set to your survey campaign

Example Use Case

Metadata:

  • CustType = VIP
  • Channel = Branch
  • Product = Health

Rule Set:

Condition Message Sent
VIP + Branch “Hi there! As a valued customer, your feedback matters the most.”
Channel = App “Thanks for using our app! We’d love your input.”
Product = Health “Tell us how your health journey is going with us.”
No match Default: “We’d love your feedback on your recent experience.”

Best Practices

  • Use clear and distinct messaging for each segment
  • Always define a fallback default message
  • Avoid overlapping or conflicting rule conditions
  • Keep rule sets lean and purposeful—avoid 20+ branches unless critical
  • Test the flow using preview/test contacts

Limitations

  • Schedule Rule Sets work on metadata-driven logic only
  • Rules are evaluated top-down, so order matters
  • Does not control survey content—only the outbound communication message

When to Use

  • Personalizing first-touch survey messages
  • Adjusting tone and urgency by segment (e.g., angry vs. loyal customers)
  • Multilingual campaigns (based on Language metadata)
  • Dynamic customer journeys like onboarding vs. renewal

This is part of the Logic in Zykrr’s Documentation Hub.
Need help setting up advanced rule sets, metadata mapping, or testing communication templates? Contact support@zykrr.com.

Updated on 19 Jan 2025