Email Routing
Control how incoming emails become tickets. Configure routing rules, filtering, and automatic handling.
How Routing Works
When an email arrives:
- Relay receives the email
- Sender is matched to customer
- Routing rules are applied
- Ticket is created or updated
Default Behavior
New Emails
Create a new ticket with:
- Subject → Ticket subject
- Body → Ticket description
- Sender → Customer
- Attachments → Preserved
Reply Emails
- Match to existing ticket via headers
- Add as new conversation
- Ticket status updated
Routing Rules
By Sender
Route based on email address:
IF sender contains "@enterprise.com"
THEN set priority = High, add tag = "enterprise"
By Subject
Route based on subject line:
IF subject contains "urgent"
THEN set priority = Urgent
By Address
Route based on which inbox received it:
IF received at billing@company.com
THEN assign to billing-team
Spam Filtering
Built-in Protection
Relay filters obvious spam:
- Known spam patterns
- Malicious content
- Invalid senders
Custom Filters
Add your own rules:
- Go to Settings → Email → Filters
- Add filter criteria
- Choose action (block, tag, etc.)
Auto-Responses
Out of Office
Configure automatic responses:
- Business hours notice
- Holiday messages
- Acknowledgment emails
Acknowledgment
Send automatic receipt:
Thanks for contacting us! We've received your
message and will respond within 24 hours.
Ticket number: #{{ticket.number}}