Each example below shows a complete Workflow setup for a common inbox automation task — from prioritizing high-value customers and routing by language, to snoozing inactive threads and escalating urgent conversations. Use them as-is, adapt them to your setup, or let them inspire your own automations. 😉

Trigger: New conversation. Actions: apply an SLA and assign to a specific team. The Workflow uses 'Or' filtering on company attributes to target high-value customers.

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

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.

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.

Trigger: Customer sends a message. Action: scan message content for keywords and assign the conversation to the relevant team when a match is found.

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

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

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.

Use this setup to automatically route non-low-priority conversations to a live chat team during office hours.

The 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 marked as low priority — as shown in the branch conditions screenshot below.