Part 11: Rules

This is part 11 of the Getting Started as a CSM course, where we show you how to automate repetitive tasks with Mixmax Rules.

Updated over a week ago

Mixmax Rules free up your time and take care of common repetitive tasks. Rules allow you to automate additional workflows on top of what Mixmax delivers by default.

Our Rules Library has a separate section for the Rules that are designed for Customer Success Managers. These automated workflows will help you achieve your main goals: engagement, expansion, and renewal!

You can manage Rules in the Rules section of the Mixmax web app.

Adding a new Rule

To create a new Rule, click the +New Rule button.

Next, you will need to go through a series of steps to get your rule working.

Creating a rule

Every rule works according to the same pattern:

Trigger when something occurs, make sure that certain Filter conditions are met, and if yes, perform the selected Action.

First of all, enter the name of your new rule in the top left corner of the window so that, in the future, you can easily identify it and make changes.

Rule name

Next, set up what triggers the rule to make it work.


The rule trigger is the action that starts the rule. Select one of the trigger apps to decide what kind of Mixmax or 3rd-party app activity you want to trigger this rule:

Choosing a trigger app

Some trigger apps have multiple options, but not all of them. If a trigger includes multiple options, then you will be prompted to select the option you would like to use. If a trigger has only one option, you will be moved on to the next step after you select a trigger.


Next, set up some conditions that your Rule needs to meet or not meet in order to work, i.e., the Filter. You can add as many conditions as you need. Simply select any of the drop-down options that correspond to the particular Trigger you selected above.

There are three parts in each Filter.

Example: Say you want to make sure a certain incoming email was sent to a specific email address and that its subject contained a specific keyword. Simply set up your conditions as displayed in the screenshot below:

Adding a condition

You can also use a time-based condition called Time of day. With this setting, the next action can be delayed until a more appropriate time.

Example: If you select sending yourself an SMS alert as the Rule Action, but you only want to receive alerts during business hours, regardless of when the Rule is triggered, you can use the Time of Day condition for that, as displayed in the image below:

Time of Day

Filter Groups

For even more complex filter logic, you can add Filter Groups on the Filters step. Each filter group can have its own And/Or logic. When adding filter groups, if you select If ANY of the following are true it will result in an OR filter, while If ALL of the following are true will result in an AND filter.

Example: Let's say you want to create a Rule that triggers when your email is opened three times and only when the email belongs to either your 'Welcome to Mixmax 1' or 'Welcome to Mixmax 2' sequences.

To set this up, you will need to first select a filter only to pass when All filter groups are true. This will result in an AND filter for all filter groups below this statement.

If all conditions are true

Next, create two filter groups:

The first group will be a single filter for when your email has been opened three times (described above).

Then, click Add Group to create your second filter group.

Number of times opened

In the second group, create two new conditions by clicking Add Condition, one for each sequence.

Use If any of the following are true in the second filter group. This will result in an OR filter, so the filter will pass if either of the options is true.


Your filter now says: "Trigger the rule if my email is opened three times AND the email is from the sequence 'Welcome to Mixmax 1' OR the sequence 'Welcome to Mixmax 2'."


Finally, decide what should happen when your rule triggers and conditions are met. Just like trigger apps, action apps are displayed in categories. You will only see the options that are compatible with your configured triggers and filters.

Selecting Sequence action

You can add more than one action for your rule by clicking Add Action.

Activating your Rule

When your rule is set up, click Activate and Close at the bottom right to save and enable your rule.

Activate and Close

That's it! Enjoy the powerful automation that the Mixmax Rules provide.

You can quickly enable and disable rules by toggling the Status switch (its color is defined by the theme you select in the General settings) next to each rule:

Enabling the Rule

Rules examples

Here are some more real-life Rules examples that can reduce the busywork for you:

Send an email when a client cancels a meeting

To set up this Rule, select the following elements:

Trigger app: Meeting

Meeting action: My meeting is canceled

Filter: select according to your own preferences

Action app: Email

Email action: Send them an email

Send an email when a client answers a poll or yes/no question

Trigger app: Poll

Poll action:

Someone votes in my poll, or

Someone answers my yes/no question

Filter: select according to your own preferences

Action app: Email

Email action: Send them an email

Add a recipient to a sequence for a QBR or off a date field in Salesforce

Trigger app: Salesforce

Salesforce action:

Number of days before/after a Contact date field, or

Number of days before/after an Event date field

Filter: select according to your own preferences

Action app: Sequence

Sequence action: Add them to a sequence

Update Salesforce or Slack based on customer activity (e.g., no touch for 30 days)

Trigger app: Salesforce

Salesforce action: Number of days before/after a Contact date field

Salesforce trigger: 30 days after Last Activity

Filter: select according to your own preferences

Action app: Salesforce

Salesforce action: Create a Task (e.g., a new Call task to remind you to contact the customer)

Amazing job! Only one step left! Click Next to complete the course.

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