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The same three things happen every time. Stop doing them.

Rules that tag, rank and share out your inbox the moment something happens, so the sorting is done before anyone looks.

An example list of inbox rules, each read as a sentence and switched on, with a new conversation just shared out to the teammate with the fewest open.

Four moments to act on.

A new conversation, a customer writing back, a change of status, or nothing happening for as long as you allow.

An example of the four things that can set a rule off: a new conversation, a customer writing back, a status change, and nothing happening for a while.

Tag it, rank it, hand it out.

Match a word in the subject, then tag the conversation, set how urgent it is, and give it to someone, in one rule.

An example of writing a new rule: what sets it off, a word in the subject, a tag, a priority, and sharing it out to whoever has the fewest.

Shared out evenly.

New work goes to whoever on the team has the fewest conversations open, so nobody is buried while someone else waits.

An example of a new conversation shared out: three teammates and how many conversations each has open, and the one with the fewest getting it.

Start from a good one.

Three ready-made rules to add in a click: money questions to the top, nothing left waiting, and work shared out.

An example of the three ready-made rules offered on an empty Automation page, each with a button to add it.

What Automation Rules does

The small rules behind a tidy inbox.

  • Every way inEmail, live chat, web forms, customer accounts and the API all run through the same rules.
  • Reads like a sentenceEvery rule is written back in plain words, so you can see what it does at a glance.
  • On and offPause a rule with one switch and bring it back the same way.
  • Closed stays closedRules leave closed, merged and spam conversations alone.
  • Remove without surprisesA removed rule stops at once, and the conversations it already sorted keep their changes.
  • Spam sets nothing offA conversation filed as spam never starts a rule.

Before you start

What can a rule do?

Tag a conversation, set how urgent it is, and share it out to whoever on the team has the fewest open, when it arrives, when the customer writes back, when its status changes, or when it has waited too long.

Which conversations do rules touch?

Every conversation in your inbox, however it arrived, except the closed, merged and spam ones, which are left alone.

Can a rule email my customers?

Emails that go out on their own, like a welcome or a follow-up, are made with the Marketing app's automations. These rules keep your inbox in order.

Who can make rules?

The workspace's owners and admins.

Do I pay for each person on my team?

No. There is no charge per team member.

Sorted before anyone looks.

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