> For the complete documentation index, see [llms.txt](https://missiveapp.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://missiveapp.com/docs/advanced-features/rules/examples/triage-and-routing.md). # Triage and routing Rule examples: auto-assign, route by topic, distribute workload. Rules for getting conversations to the right people. ## Assign by keyword **Rule type:** Incoming message Assign conversations to specific people based on message content.
Auto-assign by keyword
| 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.
Timezone-based routing
| 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.
Auto-assign to sender
| Component | Value | | --------- | ------------------------------------------ | | Condition | **Email account** is | | 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.
Auto-labeling by keyword
| 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). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://missiveapp.com/docs/advanced-features/rules/examples/triage-and-routing.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.