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Can an automation confirm that a new comment is addressed to the customer?

Kel Hill
Kel Hill
Contributor
July 12, 2022

Can an automation rule test that a new comment is addressed to the customer and is not just an internal comment - similarly to how the SLA can?

I selected the trigger to be the posting of a new comment, but I cannot find a condition that tests if the comment is internal or to the customer.

Any help much appreciated!

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Jack Brickey
Jack Brickey
Community Champion
July 12, 2022

Hi @Kel Hill ,

can you give this a try? use the Advanced compare condition.

BDCF6880-4C30-4E04-93E1-61F54F2D0E25.jpeg

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