Reply behaviour
Decide what happens when a customer replies to a conversation that isn’t open any more: reopen a closed thread, and, off by default, pull a binned one back out.
Tags, rules and fields
Triage on arrival. Structure that sticks.
Sort the mail before anybody reads it, label it the way your team talks about it, and capture the handful of details you always end up asking for anyway, right on the conversation.
Tags your team recognises.
Give every conversation the labels your team already uses out loud. Tags carry a colour, so a list scans in a second, and they can be shared across the whole account or scoped to a single inbox where they’d only be noise anywhere else.
- Global tags apply everywhere; inbox tags only show up where they belong
- Applied by hand from the thread, or automatically by a rule
- Filter any inbox down to one or more tags
- Admins manage tags account-wide; inbox managers manage their own
Rules that do the boring half.
Every new conversation is run through your rules the moment it arrives. Match on who it’s from, who it was sent to, what the subject says, or whether it carries an attachment, then tag it, assign it, close it, or send it straight to the bin.
- Conditions on From, To, Subject and Attachment, with equals, contains, present and absent
- Combine with all conditions or any of them
- Actions: add a tag, assign to a teammate, close, or bin
- Drag to reorder; a matched rule can stop the rest from running
- Enable or disable a rule without deleting it
- Global rules run everywhere; inbox rules run only in their inbox
Custom fields for the detail that matters.
Order number, account manager, region, renewal date, whether it’s been escalated: the things your team keeps writing in notes because there was nowhere else to put them. Define them once and they appear in the details pane on every relevant conversation.
- Eight field types: short text, long text, number, date, checkbox, URL, and single- or multi-select
- Select fields carry their own ordered list of options
- Global, or scoped to a single inbox. An order number field needn’t clutter HR’s inbox
- Reorder fields so the pane reads the way your team thinks
- Filter an inbox by any field’s value
Set the behaviour once, per inbox.
Different teams have different habits. Every inbox carries its own rules of the road.
Data retention
Keep everything forever, or expire idle conversations after 6 months, 1, 2, 3 or 7 years. Expired threads go to the bin, then are permanently deleted 30 days later, attachments and search data included.
SLA targets
First-response and resolution targets in minutes, with the option to pause the clock while you’re waiting on the customer.
See SLA reportingSignature
One signature per inbox, with tokens that fill in the sending teammate’s name, job title, company and division.
Managers can do this too. Tags, rules and SLA targets for an inbox can be handed to the person who runs that team, without giving them admin rights over the rest of the account. See how the manager role works.
Let the inbox sort itself out.
Bring your current triage habits to the call and we’ll build the rules with you.