One approach that worked well for us when routing conversations automatically was combining multiple rule conditions instead of relying on a single trigger.
For example, instead of routing only based on the recipient inbox, we built rules that check:
• Sender domain (partner/vendor/client)
• Keywords in the subject line
• Whether the email came through a specific shared inbox
• Presence of certain tags
This allows Front to route conversations much more accurately. A typical rule for us looks something like:
IF:
– Email received in Support inbox
– Subject contains a keyword like “invoice” or “billing”
THEN:
– Add tag Billing
– Assign to Finance queue
– Set a reminder if no reply within 24 hours
We also make sure automation only assigns if the conversation is unassigned, which prevents rules from overriding manual assignments.
One thing that helped long term was documenting our rules because once you have many automations running, it can get difficult to track which rule is triggering.
Curious if anyone else has built more advanced routing rules or uses Front analytics to refine them.