Reply times, mailbox rules and translation

All three live on a shared mailbox. Open Settings ▸ Mailboxes and edit the mailbox.

1. Who new conversations go to

Each person in turn hands every new conversation to whoever was given one longest ago. Whoever is least busy picks the person with the fewest open conversations. Both prefer people who are online. Nobody until someone picks it up leaves them unassigned.

2. Rules

Add a rule to send some conversations to particular people: subject contains invoice or refund goes to the billing team, sender's domain is acme.com goes to their account manager, channel is Text goes to the on-call pair. Rules are checked in order as mail arrives and the first that matches decides; within a rule, every condition you fill in must hold. The mailbox's choice above then picks among the rule's people. If none of them can take work, anyone in the mailbox can, so a rule never leaves a customer waiting.

A rule can also add a label, and for email it can look at who it was sent to (type an alias like billing to match billing@ or billing+eu@, or a full address) and whether it has an attachment. Email rules can:

• Answer with a saved reply: sent once per conversation from the mailbox's Reply from sender (it must be a shared one), never to automated mail or no-reply addresses, and at most 3 a day to one person. The conversation still counts as waiting for a person.
• Skip the inbox: the conversation is archived as it arrives. A later reply from the customer brings it back.
• Mark it as spam: it goes to the Spam list instead, where Not spam brings it back. A spam rule does nothing else.

A saved rule that labels or archives has Run on open conversations already here, which does the same to the open conversations it matches now (up to 2,000 at a time). It doesn't reassign anyone or send replies.

3. A reply time

Tick Target under Reply within and set how long a customer should wait at most, counted from their oldest unanswered message. Tick Count business hours only to use the hours set in Settings ▸ Tickets. When a conversation passes it, whoever has it, the mailbox's managers and its owner get a Reply overdue notification, the conversation shows overdue, and Reply overdue appears in the inbox's left list. Answering clears it; the customer's next message starts a new clock.

4. Translation

Under any customer message, Translate shows it in your language beside the original. In the reply box, Translate reply turns what you wrote into the language the customer last wrote in, with Undo beside it. Each translation uses one AI credit, and nothing is stored: the original stays on the conversation.