Workflows & Rules- Inbox Rules

🔹 What are Inbox Rules?

Inbox Rules are used to route inbound messages or reply messages based on specific conditions. These rules help in automating how messages are processed and routed.

🔹 Key Features of Inbox Rules:

• Routing Options: Inbox Rules allow you to route inbound messages to an email address or a phone number.
• Keyword-Based Rules: These rules can be triggered by specific keywords in the text message.
• Number-Specific Rules: Rules can also be applied to specific texting numbers if you have multiple numbers assigned to your account.
• User-Specific Replies: For instance:
  • If User A sends a text message and you reply to it, the rule will only trigger for User A, ensuring personalized message handling.

🔹 How to Add Inbox Rules:

1. Go to the Inbox Rules tab.
2. Click on Add Rule.
3. Define the rule conditions:
   • All Messages: Route all messages received on a number.
   • Keyword Specific: Route messages containing specific keywords.
4. Configure the routing action (e.g., send to an email or phone number).
5. Save your changes.

🔧 Types of Inbox Rules

Rule Actions

Define what happens when the rule criteria are met.

1. Forward to Email
   • Enter the email address where incoming messages should be forwarded.
   • Example: sales@yourcompany.com.
      
2. Forward to Mobile
   • Enter the mobile number to forward incoming messages.
   • Example: 1234567890, make sure to prefix country code; e.g. for USA 1234567890
      
3. Subject Template
   • Customize the subject line for email forwarding.
   • Example:
     • "You have received a message from %MOBILE%."
4. Email Template
   • Customize the content of the email forwarded.
   • Example:
     • "You have received a text message:: %MESSAGE% from %MOBILE%."
   • Check Include History to attach previous conversation history in the forwarded message.
      
5. Default Auto Response
   • Set an auto-reply message for new conversations.
   • Example:
     • "Thank you for reaching out! We will respond shortly."
   • Check Calendar Based Messages to enable time-sensitive responses (e.g., outside business hours).
      
6. Reply Auto Response
   • Set an auto-reply for when a user responds to your message.
   • Example:
     • "We’ve received your reply and will follow up soon."
   • Check Calendar Based Messages for time-sensitive replies.
      
7. Forward to Webhook
   • Enter a webhook URL to send incoming message data to your system or application.
   • Example:
   • "https://yourdomain.com/webhook-endpoint."
   1. Refer to Webhook documentation at SMS/MMS/RCS/WhatsApp WebHook Documentation 
8. Forward to Salesforce
   • Enable this option to forward messages to Salesforce for lead or case management.
   • Note: Salesforce integration must be configured first in Tools → Salesforce Integration.
      
9. Add Mobile to a List
   • Select a predefined list to automatically add the sender’s mobile number for future targeting.
      

Save and Activate the Rule

• Once you've configured all criteria and actions, click Save to activate the rule.
• The rule will now process incoming messages based on your setup.

Examples

1. Forward All Messages to Sales Team:
   • Rule Name: Forward to Sales
   • Select Texting Number: All
   • Forward to Email: sales@yourcompany.com
   • Auto Response: "Thank you for your message. Our sales team will contact you shortly."
2. Reply to Customer Inquiries During Business Hours:
   • Rule Name: Support Hours Reply
   • Message Starts With: "HELP"
   • Reply Auto Response: "Thank you for reaching out! Our support team is available 9 AM - 5 PM EST."
   • Enable Calendar Based Messages for off-hours replies.

✅ Example: Compliance Rule for “STOP”

🧠 Best Practices

• Always create compliance rules for STOP, HELP, UNSUBSCRIBE, CANCEL.
• Avoid using the same keyword in both Inbox Rules and Inbound Campaigns.
• Test each rule by sending the trigger keyword to your number.

Managing Inbox Rules:

• Inbox Rules can be easily managed and edited from the Inbox Rules Tab in your account.
• Updates to rules take effect immediately.