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.

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.

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.

Component	Value
Condition	Email account is [e-mail]
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.

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.