Smart rules use Smart signals to find conversations that need attention. Matching conversations can be added to Priority emails, trigger Alerts in the Extension, or both. This works alongside the Views you’ve already set up, so important conversations show up without you building a View for each one.
When you save, your Smart rules become the default for your whole company.
Open Smart rules
Section titled “Open Smart rules”- Click your name in the bottom-left corner and select Settings.
- Go to Extension setup and open the Smart rules tab.
- Set Customize the extension for to Company. On Mailbox or Team, Smart rules are read-only.
Smart rules use your company’s reply time goals from Settings → Goals. This tab shows them, for example First reply 2h, Overall reply 4h.
1. Choose where Smart rules apply
Section titled “1. Choose where Smart rules apply”Turn on either or both:
- Priority emails: matching conversations appear in Priority emails, alongside conversations from your Views.
- Alerts: matching conversations can trigger Extension alerts, as well as alerts from your Views.
2. Check the preview
Section titled “2. Check the preview”The Preview current matching section updates as you make changes. It shows:
- Estimated strictness: how broad or narrow your rules are, for example Balanced coverage (2 active conditions).
- Applies to: Priority emails, Alerts or both.
- Alert delivery: when alerts can be sent.
- Matching logic: the conditions a conversation must meet, for example Needs response and Urgency is normal or higher.
3. Set your filters
Section titled “3. Set your filters”Smart rules always start with conversations that need a reply. Add filters to narrow them down. A conversation is only included if it matches every filter you turn on.
| Filter | Options |
|---|---|
| Minimum urgency | Any urgency, Normal or higher or Urgent only |
| Maximum sentiment | Any sentiment, Neutral or below or Negative only |
| Intent | One or more intents, such as Cancellation Request, Refund Request, Billing Problem, Complaint, Escalation to Manager or Sales Opportunity. Leave it empty to include any intent. |
4. Choose the alert timing
Section titled “4. Choose the alert timing”Smart rule alerts go to Extension mailboxes. Choose:
- Business hours: alerts only during your company’s business hours. Good for teams with set support hours.
- Calendar hours: alerts at any time, including evenings and weekends. Good for teams that need 24/7 cover.
Then click Save.
Example setups
Section titled “Example setups”| Goal | Minimum urgency | Maximum sentiment | Intent |
|---|---|---|---|
| Wide cover for general support | Normal or higher | Any sentiment | Any intent |
| Escalations for critical situations | Urgent only | Negative only | Billing Problem, Cancellation Request |
- Start broad, then narrow your filters over time.
- Use the preview to see how each change affects matching.
- Combine urgency and sentiment for focused escalations.
- Use Business hours to avoid overnight alerts, or Calendar hours if you need 24/7 cover.