Manage incoming email according to rules (Email Rules Engine)

The email rules engine compares the properties of incoming email against criteria and performs the rule's action when there is a match.

Required permission: Permission Group > Account > Can Setup Rules Engines

  1. Create or edit an Email Rule, as follows:
    1. At, click Channels > Email > Routing Rules.
    2. On the Routing Rules for Email page, select an existing rule or click Create New.

    The Edit/New Rule page is displayed.

  2. On the Criteria tab, name the rule.

    Each rule should have a unique name for easy identification.

  3. Select one or more criteria.
    Tip: To enter multiple values in a field, type a string and press Enter.

    Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.

    • Anywhere Contains. This uses OR logic when looking for matches in any "Contains" field.
    • Subject Contains
    • Body Contains
    • User's Email Address Contains
    • Destination Email Address contains
    • Has Attachments
    • Email Account
    • Email Type
    • Department

    The rules engine compares incoming items against the criteria and performs the rule's action when there is a match.

  4. On the Actions tab, choose how to route items when criteria are met:
    • Folder, to send the item to a specific folder
    • Department, to make the item available to members of a specific department
  5. On the Actions tab, assign attributes to an item when criteria are met:
    • Category
    • Status
    • Custom Field 1 or 2
    • Urgency
    • Difficulty

    Agents can use this information to make decisions about how to handle or organize emails.

  6. Save the rule.
  7. Continue to create rules.
  8. Arrange rules in the order they should be evaluated (Move Up, Move Down).
    Important: Rules are evaluated in the order they appear in the rules list.
Rules are applied to your entire Bold360 account.