Business admin, Tech admin, Manager of managers, Sales rep, Sales manager
Gong Engage*
Rulesets are groups of rules applied to flows that allow you to manage flow behavior. Instead of configuring individual flow settings, set the behavior once and apply it across multiple flows at scale.
Rulesets let you manage key flow behaviors, such as:
Flow exclusivity. Decide if a person can be enrolled in multiple flows at once.
Opt-out settings. Choose whether flows display an unsubscribe link in emails.
Response handling. Define what happens when someone replies to an email or books a meeting while still in a flow.
Some settings, like opt-out behavior, may be locked depending on your company's global policies.
Rulesets are managed from one centralized Rulesets page, where you can see all your organization’s existing rulesets and create new ones. Whether or not you can create and manage rulesets depends on your permission profile.Â
Once created, a ruleset can be applied to a flow directly from the Rulesets page or when editing a specific flow. If you have permission to edit a flow, you can change its ruleset.Â
Flow rulesets can help you:
Save time. Manage flow behavior in one place instead of updating individual flows
Stay consistent. Make sure all flows follow the same best practices and policies
Scale easily. As your team and number of flows grow, rulesets let you roll out changesÂ
Stay flexible. If your strategy changes, update the ruleset once and apply the new behavior everywhere it's used
By customizing rulesets to match the intent of the flows where they’re applied, you can deliver a better experience for both your team and your audience. For example:
Prospecting flows. These are typically outbound and high-volume, so it often makes sense to pause the flow when someone replies or books a meeting, and to include an opt-out link in each email.Â
Customer success (post-sales) flows. These flows are often designed for customer education or onboarding. In these cases, you might want to apply a ruleset that tells the flow to continue even after a meeting is booked, since meetings with existing customers could happen for many unrelated reasons.Â
Renewal or upsell flows. When the goal is to initiate commercial conversations with existing customers, teams may choose to remove the opt-out link and continue sending emails even after a reply to ensure the full message is delivered. In these cases, you’d want to apply a ruleset that does not include opt-out links for flow emails.
Principles
All flows, including company flows and personal flows, have a ruleset. Each flow can only have one ruleset applied at a time.
There is always one default ruleset. Whichever ruleset is set as the default is automatically applied to new flows. The ruleset for individual flows can be changed later by anyone who has permission to edit the flow.
Rulesets vs. automations. Every flow has a ruleset, which is a group of flow settings that define flow behavior, such as what happens when someone replies or reaches the end of a flow. While automations enable adding people to flows, rulesets take effect once a flow starts. Automations are actions triggered automatically when certain conditions are met, such as adding someone to a flow.
Editing rulesets. When you make a change to a ruleset, that change is instantly applied to all flows where the ruleset is being used.
*The features available to you depend on your company’s plan and your assigned seats.