Common triage rules

Overview

Create rules to automatically triage customer communications – and save your team time. Below you’ll find set-up instructions for 4 common, recommended rules that help you handle messages quickly and with ease.


Assign or move based on content

Automatically assign or move emails based on message content. For example, if your teammate, Sarah, responds to all billing questions, create a rule to assign any message containing "billing" to Sarah.

Step 1

Go to Settings by clicking on your avatar in the top left → Rules → Add team rule

Step 2

Set the When trigger to Inbound messages.

Step 3

Set the If condition to:

  • Inbox is the team inbox this rule should apply (e.g. Support inbox), 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 the Then action to either of the below:

  • Assign to teammate action to assign it to one specific person. Alternatively, you can also Assign in group to distribute the emails amongst several teammates (an advanced rule condition).
  • Move to inbox action to move it to a different inbox.

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


Assign or move based on sender

Automatically assign or move emails based on the sender. For example, if Disney is a VIP customer, create a rule to move all emails from @disney.com to a VIP inbox.

Step 1

Go to Settings by clicking on your avatar in the top left → Rules → Add team rule

Step 2

Set the When trigger to Inbound messages.

Step 3

Set If conditions to:

  • Inbox is the team inbox that this rule should apply (e.g. Support inbox), 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 either of the below:

  • Assign to teammate action to assign it to one specific person. Alternatively, you can also Assign in group to distribute the emails amongst several teammates (an advanced rule condition).
  • Move to inbox action to move it to a different inbox.

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


Archive and tag based on content

Automatically archive and tag emails based on content. For example, if you want to filter out non-urgent newsletter emails, create a rule to archive messages containing the word "newsletter." Tag these messages to easily find them later.

Step 1

Go to Settings by clicking on your avatar in the top left → Rules → Add team rule

Step 2

Set the When trigger to Inbound messages.

Step 3

Set If conditions to:

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

Step 4

Set Then action to:

  • Archive conversation
  • Add tag and fill in the tag to add


Archive and tag based on sender

Automatically archive and tag emails based on sender. For example, if you want to filter out non-urgent newsletter emails, create a rule to archive messages sent from newsletter@company.com. Tag these messages to easily find them later.

Step 1

Go to Settings by clicking on your avatar in the top left → Rules → Add team rule

Step 2

Set the When trigger to Inbound messages.

Step 3

Set If conditions to:

  • Inbox is the team inbox this rule should apply (e.g. Support inbox), AND
  • From contains the email

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:

  • Archive conversation
  • Add tag and fill in the tag to add

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  • how is the condition "contains" + "@gmail.com" different than the condition 'is in domain" + "gmail.com"? 

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  • Kristin Rohrer They should do the same thing 😀

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