Best Practices for Rules: Account-Level vs. Inbox-Level?

Hey Margo! 

Phoebe with the Front team. I can tell you that the more common workflow is to use custom fields at the account level to trigger rule workflows, since customer-specific information is often what determines SLA/routing/other workflows in a business. 

However, inbox-level custom fields might be right for your team too depending on what kind of business you have. If you like, feel free to reply here with some of the issues your team is trying to solve, and I can follow up with recommendations and options. 

hey ​@PhoebeatFront! We decided to add custom fields at the inbox level and want to utilize said fields to auto assign emails. 

I am working on building out the rule to auto assign emails sent to “shared inbox” to a specific inbox custom field and am running into an issue. can you please assist with how I should be building this rule?

​@margo Of course, happy to help! 

Can you offer some details on the current inbox fields you have set up, and the workflow you’re looking to set up? From there I can scope out a rule. 

If there’s any sensitive info you’d prefer to keep private, feel free to simply email us at support@front.com and we can help you there with the setup. 

​@PhoebeatFront i figured it out - we had a step combined instead of separated. Separating the step allowed us to assign to the inbox custom field teammate. thank you.