Start with simple assignment
Starter rules can match the receiving inbox or a conversation tag and assign an agent. Starter supports up to five active simple assignment rules. It does not include round-robin distribution, business-hours conditions, or automated customer replies.
Route with more context
Growth and Scale support up to 50 active advanced rules per workspace. Conditions can use inbox, tag, customer email domain, priority, and business hours. Actions can assign a team or agent, add a tag, set priority, or send a Slack notification when Slack is connected.
Know the order of operations
Rules run from top to bottom when a new conversation arrives. A rule can stop further processing. Rules do not run retroactively on existing conversations, and editing a rule does not replay previous events. Use a test inbox before enabling rules for your main support address.
Keep the reply human
Automations do not send customer replies or issue refunds. Shopify is read-only, so a routing rule cannot cancel an order. Advanced routing and Shopify both require Growth or Scale; Slack notifications are available on all paid plans.