Message rules allow you to manage your email correspondence. You can specify rules that will determine which queues particular messages will be directed to, depending on the subject, message content or sender's email address. Using this option, you can filter out messages that are spam and direct them to a separate queue.
Wejdź w Administration → Tickets → Message rules.
How do message rules work?
Rules are defined based on the condition "if → then (Triggers → Actions)", that is, if the message meets the condition from the trigger then the defined action will be executed.
By default, the system creates only a ending rule, directing messages to a particular queue. These are messages that have not met other conditions/rules and have been "read" by the system.
To add a new rule, click the button.
First, define the trigger that will activate the rule:
- Subject contains - filtering by message subject,
- Body contains - filtering by message content,
- Sender address is - filtering by sender address,
- Recipient address is - filtering by recipient address,
- One of the recipients is - filtering by one of the message recipients,
- Sender address contains - filtering by sender address fragment,
- Retrieved from mailbox - filtering by the e-mail box from which messages are retrieved, it is possible to select several e-mail and SMS boxes,
- Customer found in CRM - filtering by customer added to CRM,
- Customer found in CRM with type - filtering by customer added to CRM taking into account the type of customer,