Inbox Router

What it does

Inbox Router owns the mailbox, not the customer. It watches named inboxes, classifies inbound mail, routes each real thread to the right agent, and stops—triage, hold, or escalate without sending customer replies from this seat.

How it works

1. 01

   Add the Inbox Router template from the share link.

2. 02

   Name the inboxes and the agents that should own each class of mail.

3. 03

   It classifies inbound threads and routes each real one to the right agent.

4. 04

   It stops after triage, hold, or escalate and does not reply to customers itself.