Inboxes, tags & routing rules
Shape where conversations go and how they're organized.
Inboxes
An inbox is a shared queue for a team (e.g. Billing, General, Enterprise). Each has its own handlers, business hours, SLA targets, and AI settings. Create them in Settings → Inboxes.
Tags
Tags are your categories/labels. Define them in Settings → Tags. Each tag is both a filter in the inbox and a category the AI can apply to incoming messages. Mark a tag as noise to flag junk so it skips auto-drafting.
Routing rules
In Settings → Routing rules, write rules that automatically handle each incoming message — send it to a specific inbox, pre-tag it, assign or round-robin it, escalate it, or forward it. Match on channel, the address it was sent to, sender domain/region/country, subject, tag, or customer segment. Rules run top to bottom, so order matters.
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