Bold360 Help Center

Manage incoming email according to rules (Email Rules Engine)

The email rules engine compares the properties of incoming email against criteria and performs the rule's action when there is a match.

Important: You must have Account > Can Setup Rules Engines permission to manage your email rules.

What is the difference between Email Management Rules and Email Routing Rules?

Email Management Rules are the successor of Email Routing Rules. In Bold360, you can only create Email Management Rules, which let you define additional Criteria and Actions on top of regular Email Routing Rule definitions. If you have previously created Email Routing Rules, those are listed separately for you on the Channels > Email > Routing Rules page. If you never had Email Routing Rules, then you see only a list of Email Management Rules.

You can still use your Email Routing Rules, but you cannot create new ones; you can only edit and convert those to Email Management Rules, which is highly recommended. Once converted, these rules cannot be edited in the BoldChat desktop client. Bold360 prioritizes Email Management Rules over Email Routing Rules.

You can export your Email Management Rules to a JSON file. Similarly, you can add new Email Management Rules by importing those from JSON files.

  1. Create an email folder if you haven't done so already:
    1. At admin.bold360.com, go to Channels > Email > Email Folders.
    2. Hover your mouse over the Email folder and click the Create folder () icon.
    3. Name your folder.
  2. Create or edit an Email Rule, as follows:
    1. At admin.bold360.com, click Channels > Email > Routing Rules.
    2. On the Routing Rules for Email page, select an existing rule or click Create New.
    The Edit/New Rule page is displayed.
  3. On the Criteria tab, name the rule.

    Each rule should have a unique name for easy identification.

  4. Select one or more criteria.

    Tip: To enter multiple values in a field, type a string and press Enter.

    Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.

    • Anywhere Contains. This uses OR logic when looking for matches in any "Contains" field.
    • Subject Contains
    • Body Contains
    • User's Email Address Contains
    • Destination Email Address contains
    • Has Attachments
    • Email Account
    • Email Type
    • Department
    The rules engine compares incoming items against the criteria and performs the rule's action when there is a match.
  5. Optionally, select Apply rule to each email in thread to specify whether the rule should be applied to every outgoing email in a thread or only to the first one.
  6. On the Actions tab, choose how to route items when criteria are met:
    • Folder, to send the item to a specific folder
    • Department, to make the item available to members of a specific department
  7. On the Actions tab, assign attributes to an item when criteria are met:
    • Category
    • Status
    • Custom Field 1 or 2
    • Urgency
    • Difficulty
    Agents can use this information to make decisions about how to handle or organize emails.
  8. Optionally, on the Actions tab under Reply with Canned Message, you can define an automatic reply when an email is received from a specific email address.

    Note: In Bold360, you can only create Email Management Rules, which let you define additional Criteria and Actions on top of regular Email Routing Rule definitions.

  9. Save the rule.
  10. Continue to create rules and arrange them in the order they should be evaluated (Move Up, Move Down).

    Important: Rules are evaluated in the order they appear in the rules list. In addition, Bold360 prioritizes Email Management Rules over Email Routing Rules.

Rules are applied to all your Bold360 email accounts. To run rules on a specific account, you must define an Email account as criteria.