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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.

1. Create an email folder if you haven't done so already:
   1. In the Web Admin Center, 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. In the Web Admin Center, click Channels > Email > Routing Rules.
   2. On the Routing Rules for Email page, select an existing rule or click Create New.

   Result: 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

   Result: 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

   Result: 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. If you also want to include the customer's email in your reply, select Reply to original email thread.
   Note: In the Web Admin Center, 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, Digital DX prioritizes Email Management Rules over Email Routing Rules.