Inbox assignment rules

Overview

In managing the inbox effectively, assignment rules play a crucial role in streamlining workflow and ensuring that tasks and messages are directed to the right individuals or teams. These rules automate the process of assigning incoming emails.

Accessing assignment rules

To access the assignment rules page, go to Settings > Inbox > Assignment rules.

Managing assignment rules

The assignment rules page allows users to:

Create a new rule
Modify or delete a rule
Order priority of rules
Assign default team rules

Create a new rule

Navigate to > Assignment rules
Select Add rule
Provide a descriptive name for the rule, such as Assign high-spend customers to VIP support.
The Conversation opened criteria is automatically included and cannot be removed. You can add additional filter criteria as needed.
Assign to: Choose the team and/or specific agent to whom the conversation should be assigned.
Click Save to finalize.

Modify or delete a rule

Navigate to > Assignment rules.
To modify or delete a specific rule, select the Edit icon located on the right-hand side next to the rule you want to adjust or remove.
From this point, you can modify the rule name, rule conditions, or assignment details as needed.
Select Save to confirm and finalize your changes, or select delete to remove the rule entirely.

NOTE: Once deleted, a rule cannot be recovered.

Example of where to access modify/delete options.

Order priority of rules

Assigning priority to assignment rules is crucial for ensuring efficient inbox management. By utilizing the left-hand dot points, you can rearrange rules to establish their order of importance. Rules higher up in the list take precedence over those below, influencing how incoming emails are assigned based on specified criteria.

Example of where to order rules via priority.

Assign default team rules

Conversations that do not meet any assignment rules will be allocated to the default team you designate. If no teams are assigned, new conversations will be directed to the Unassigned inbox. From there, conversations can be manually assigned or reassigned as needed.

See an example here of how this setting works when rules don't apply:

Example of a conversation automatically being assigned to Support.

Learn more about manual assignment.