🟠 Using the new Inbox? You'll want to use this article.

We’ve put together a collection of example rules used by our customers. You can apply these rules in your workspace as they are, or customise them for your specific workflows. Or just use them as inspiration for more rules you can create to make managing your inbox effortless. 😉

Apply an SLA and assign the conversation when a high spend customer starts a new conversation:

This example uses ‘Or’ filtering to target conversations from customers who spend over 500 a month, and those on the ‘Premium’ plan.

Prioritize conversations about bugs or errors that haven’t received a reply:

This example looks for keywords in the message content or email subject, and gives your team 15 minutes to reply before marking the conversation as priority.

Assign and tag conversations based on the customer’s language

This example uses an ‘Office hours’ filter to ensure that conversations in French are assigned to native speakers, but only if they’re available to help out.

Assign or tag conversations based on a keyword in the message

This example uses a 'Message Content' filter to assign conversations which contain the keyword 'upgrade' to the Sales team.

Snooze conversations where a customer hasn't responded for a set period of time

This example checks to see if the conversation is with a VIP customer before snoozing it until tomorrow.

Set conversation data whenever a customer mentions a specific keyword

This example is set to trigger after any reply in a conversation, so it will update the urgency to match the way the conversation is going.

Tag conversations for replies to outbound messages and bots

This example tags all conversations that occur on certain pages of your website, which are in response to outbound content. This makes it simple to group them together in your reports, or Inbox views

Assign conversations to two teams, to support live chat, and asynchronous conversation

This example is a combination of two rules, showing how conversations can be reassigned for the best experience.

The first rule assigns all conversations started during office hours, to a team focused on providing live chat support. 👆 The urgency filter matches any conversation except those that are low priority, which are assigned to the second team.

The second rule monitors for conversations assigned to the ‘Live chat’ team which haven’t received a reply after 5 minutes. These are then assigned to the second team to be handled in a more asynchronous way. The rule also tags those conversations so it’s easy to report on how often this occurs, and how those conversations are handled.

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