Inbox routing rules

Routing rules do the triage you would otherwise do by hand, every time.

Steps

1. Settings → Inbox Routing (needs the hub-manage capability).
2. Add a rule: what it matches, and who or what it routes to.
3. Start with the highest-volume category you currently sort by hand.
4. Watch it for a week before adding more.

You're done when the obvious categories route themselves.

What to automate first

The rule that pays for itself is the one you apply most often without thinking — support to the support owner, billing to whoever handles billing, one client's mail to their account lead.

Gotchas

• Rules apply to new arrivals, not retrospectively.
• Too many rules is worse than none. Nobody can predict where anything went. Keep the set small enough to hold in your head.