Move individual emails to team inboxes

Overview

Front individual rules can help break down email silos. If customers tend to email individuals rather than teams, create rules to ensure those messages get routed to the right team inbox.

Note: To implement these individual rules across your company, check out our Company rules (available on Prime only)


Move emails based on content

Automatically move emails based on message content. For example, if all billing questions should be handled by your Billing team, then move those individual emails to the Billing team inbox. 

Step 1

Go to Settings by clicking on your avatar in the top left → My rules → Add an individual rule

Step 2

Set the When trigger to Inbound messages

Step 3

Set the If condition to:

  • Inbox is the individual inbox this rule should apply, AND
  • Subject contains and Body contains to the word of your choice (e.g. billing). Ensure these are connected by an OR condition.

 

Step 4

Set Then action to:

  • Move to inbox the destination team inbox

Optional: Click Add action to add a tagging action. This will help with general organization and future analytics reports

 

Move emails based on sender

Automatically move emails based on sender. For example, if VIP customer emails should be visible to all customer success managers, then move those emails to the Customer Success team inbox.

Step 1

Go to Settings by clicking on your avatar in the top left → My rules → Add an individual rule

Step 2

Set the When trigger to Inbound messages

Step 3

Set If conditions to:

  • Inbox is the individual inbox this rule should apply, AND
  • From contains the email domain

Tip: Add multiple email domains by adding more OR conditions or by listing multiple domains separated by semicolons(;) in the same line.

 

Step 4

Set Then action to:

  • Move to inbox the destination team inbox

Optional: Click Add action to add a tagging action. This will help with general organization and future analytics reports

 

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