# Triage and routing

Rules for getting conversations to the right people.

## Assign by keyword

**Rule type:** Incoming message

Assign conversations to specific people based on message content.

<div data-with-frame="true"><figure><img src="/files/kqdArtkxUO6KKtvSxtdt" alt="Auto-assign by keyword" width="563"><figcaption></figcaption></figure></div>

| Component | Value                                  |
| --------- | -------------------------------------- |
| Condition | **Message content** contains "keyword" |
| Action    | **Assign user(s)** → Select users      |

## Timezone-based assignment

**Rule type:** Incoming message

Route messages to the team that's currently awake.

<div data-with-frame="true"><figure><img src="/files/eS4HkWsg9wxcgBQdFNvJ" alt="Timezone-based routing" width="563"><figcaption></figcaption></figure></div>

| Component | Value                                            |
| --------- | ------------------------------------------------ |
| Condition | **Reception time** is within Mon-Fri 9am-6pm EST |
| Action    | **Move to team inbox** → US Support              |

Create a second rule for your EU team with their timezone. Messages outside both windows go to whichever team starts first.

## Assign outgoing emails to sender

**Rule type:** Outgoing message

When someone sends from a shared mailbox, assign the conversation to them. If the recipient replies, only the original sender sees it.

<div data-with-frame="true"><figure><img src="/files/H3FhsWmkk7MXG4k7EKXe" alt="Auto-assign to sender" width="563"><figcaption></figcaption></figure></div>

| Component | Value                                      |
| --------- | ------------------------------------------ |
| Condition | **Email account** is <sales@mycompany.com> |
| Action    | **Assign sender**                          |

## Auto-label by sender domain

**Rule type:** Incoming message

Tag emails from a specific company so you can filter and track them.

<div data-with-frame="true"><figure><img src="/files/ubG4kUWpXwuOuylScRpn" alt="Auto-labeling by keyword" width="563"><figcaption></figcaption></figure></div>

| Component | Value                         |
| --------- | ----------------------------- |
| Condition | **From** ends with "acme.com" |
| Action    | **Add label(s)** → "ACME"     |

## Round-robin assignment

For balanced workload distribution across your team, see [Workload balancing](/docs/advanced-features/rules/workload-balancing.md).


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