Email Rules
Email rules automatically process incoming emails before or while they turn into a ticket — for example to detect spam, prioritize VIP senders, auto-reply, or forward messages. This is what sets them apart from email workflows, which send outgoing emails on CRM events.
What can I do here?
- Create, edit, duplicate, and delete rules for incoming email
- Define conditions on sender, subject, body, and other characteristics of the incoming email
- Set actions that run when a rule matches (e.g. set priority, auto-reply, forward, mark as spam)
- Test rules against real or sample emails before going live
- Scope a rule to a specific mailbox, or apply it to all mailboxes
- View the processing log per rule
Step by step
- Click "Create Rule", give it a name, description, and priority, and optionally choose a specific mailbox or "All Mailboxes".
- Define one or more conditions (e.g. subject contains …, sender is …).
- Add one or more actions (e.g. set priority, set category, assign agent/group, auto-reply, forward, add internal note, mark as spam).
- Use "Test Rule" with a sample email (sender, subject, body) or the "Bulk Test" against recent real emails to verify the rule matches as expected.
- Activate the rule; if needed, run it in "Test Mode" first to observe it without actually executing the actions.
Fields explained
| Field | Meaning | Notes/Effect |
|---|---|---|
| Name / Description | The rule's name and explanation | |
| Priority | Order in which rules are checked | |
| Mailbox | Which mailbox the rule is scoped to | "All Mailboxes" if none is chosen |
| Conditions | Criteria the incoming email must meet | |
| Actions | What runs automatically when it matches | See "Values & statuses" below |
| Stop Processing | Whether no further rules are checked after this one | Prevents later rules from further modifying the same email |
| Test Mode | The rule is evaluated but its actions aren't actually executed | For safely observing new rules |
| Active From / Active Until | Period during which the rule applies | |
| Matches / Last Executed | How often the rule has matched and when last |
Values & statuses
Action types (selection)
Set priority (Urgent/High/Normal/Low), set category, assign agent, assign group, set ticket status (Open/Pending/Resolved/Closed), send an auto-reply using a template or free text, forward to an email address (optionally with attachments), add internal note, set a field to a value, mark as spam and close, suppress agent notification.
Priority categories in the rule editor
Spam, VIP, Category, Assignment, Metadata — used to group rules within the editor.
Frequently asked questions
What's the difference to email workflows?
Email rules automatically process incoming emails (e.g. spam detection, auto-reply). Email workflows, on the other hand, send outgoing emails triggered by CRM events like a deal stage change.
What does test mode mean?
In test mode, the system checks whether a rule would match without actually executing the configured actions — useful for safely observing new rules.
What happens when several rules match the same email?
Rules are checked by priority; "Stop Processing" on a rule prevents subsequent rules from further processing the same email.