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 and Enterprise plans 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 your Personal Settings > Rules > Add an individual rule

Step 2

Set the When trigger to Inbound message is received

Step 3

Use the following If conditions:

  • Conversation is in the desired individual inbox(es)
  • Email subject contains OR Email body contains the word of your choice (e.g. billing)

Step 4

For your Then action, use Move to a specific inbox... and select the destination team inbox.

Optional: Click + 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 your Personal Settings > RulesAdd an individual rule

Step 2

Set the When trigger to Inbound message is received

Step 3

Set If conditions to:

  • Conversation is in specific inboxes.. and select the desired individual inbox
  • "From" field 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 a specific inbox... and select the destination team inbox

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

 

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