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.
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.
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.
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.
Condition
From ends with "acme.com"
Action
Add label(s) → "ACME"
Round-robin assignment
For balanced workload distribution across your team, see Workload balancing.
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