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Here’s how you decide what happens to each new email. The agent can write a draft, the email can go straight to a person, or your team can answer it in your own mailbox. The agent never sends an email by itself. A person on your team always sends the reply. No mailbox connected yet? Follow Connect your mailbox first. Go to Topics. Only admins see it.

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1. Check your topics

A topic is what an email is about, like returns or opening hours. On the Topics page, they are called labels. Each new email is sorted into one of Your active labels. To add one, choose Add label. Give it a Name and a short description, and choose Add label. The agent reads the description when it sorts, so say what belongs there: “Questions about returning a product”. Under Or add a suggested label, you can add labels we suggest from emails that fit none of yours.

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2. Choose what happens for each topic

In the Email column, click the choice on a topic’s row and pick one:
  • Agent drafts: the agent writes a reply, and a person checks and sends it. Every topic starts here.
  • A person: no agent reply. The email goes straight to a person. Under Goes to, pick a colleague or the Assignment pool.
  • Not handled here: we leave it alone, and your team answers it in your own mailbox.
You can also set the Priority. Choose Save. It applies from the next email.

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3. Choose what happens when no topic fits

Go to Settings → Inbox. Under When no topic fits a mail, pick one of the same choices. Choose Save email.

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4. Choose who gets the cases

Still in Settings → Inbox, under When a case needs a person:
  • Leave unassigned: your team picks up cases from a shared queue.
  • Assign automatically: one person gets every case, or cases take turns between the people you tick under Assignment pool.
Choose Save assignment. A case that is assigned still waits for that person to open it.

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Common questions

Add a rule. In Settings → Inbox, under Rules, choose Add rule and give it a Name, such as Wholesale.
  1. Under When a mail matches any of these, pick a condition, such as Sender address contains @wholesale..
  2. Under Then, choose A person, no agent reply.
  3. Choose Save rule.
A rule can send more email to a person, never less.
In Settings → Inbox, under Junk mail, switch on Resolve junk. Junk is then closed by itself and labelled Junk. If the sender writes again, the case opens again.Add addresses under Never junk or Always junk if we get one wrong. Try it shows which emails from the last 30 days it would have caught, without changing anything. Choose Save junk mail.
It only shows once you have connected a mailbox. See Connect your mailbox.
The more careful choice wins. A person wins over Not handled here, and Not handled here wins over Agent drafts.
No. They apply from the next email. Nothing you’ve already received changes.
No. These choices are for email only. In chat, the agent answers first and hands over when needed.
The email went to a person because of your topic choice or a rule. Asked for a person means the agent handed it over itself.