Auto-assignment rules and the reply target (SLA)

From Settings → Auto-assignment rules you describe what happens to every new conversation. Rules apply in order; the first match wins.

Create a rule

1. Pick the domain (or All domains).
2. When: any email, the sender contains a text (e.g. "@partner.com") or the subject contains a text (e.g. "invoice").
3. Then: assign to the least busy teammate (round-robin) or to a specific teammate, add a tag, change the status, send a canned reply automatically.
4. Save and order the rules by dragging them.

Reply target (SLA)

1. In Settings, under Reply target (hours), type how many hours a new conversation may wait without a reply (e.g. 4).
2. When a conversation passes the target you get an email with the direct link. Empty = off.

Examples worth having

• Subject contains "order" → tag "Orders", assign to the sales teammate.
• Sender contains "@accounting" → tag "Finance", status Pending.
• Any email on support@ → least busy teammate, canned reply confirming receipt.