Email Routing and Automation

Email Routing and Automation

Automate how incoming emails are handled with the rules engine under Email Rules in the sidebar.

How It Works

Each rule has three parts:

1. Trigger — What condition to match:

   • Subject contains — Matches a keyword in the email subject (e.g., "urgent", "invoice")
   • From matches — Matches the sender's email domain (e.g., "@court.gov.za")
   • Case type equals — Matches the matter type associated with the sender

2. Action — What to do when the trigger fires:

   • Route to — Forward the email to a specific team member or mailbox
   • Tag as urgent — Flag the email for immediate attention
   • Auto-reply — Send an automatic response to the sender

3. Target — The destination email address (for routing) or the reply message (for auto-replies).

Creating a Rule

1. Navigate to Email Rules and click Add Rule.
2. Select the trigger type and enter the match value.
3. Choose the action and set the target.
4. Toggle the rule Active to enable it.

Example Rules

• Route all emails from @court.gov.za to your senior partner.
• Auto-reply to emails containing "out of office" with a standard acknowledgement.
• Tag emails containing "urgent" for immediate review.
• Route custody case emails to your family law team.

Tips

• Start with a few broad rules and refine as you see how email flows.
• Review the rules list periodically and disable rules that are no longer relevant.
• Every rule action is logged in the relevant matter's timeline for audit purposes.