Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes. Scoping by ticket, by customer or by topic is how email automation stays under control.
Ways to scope it
- By topic, using intelligent triage. The most precise, because it follows what the email is about.
- By tag, applied by a trigger on whatever condition you choose.
- By organisation, so named accounts always reach a person.
- By address, where a specific inbox is automated and others are not.
Start from what to exclude
Easier than deciding what to include. Key accounts, anything about complaints or cancellations, and anybody with an open escalation should go straight to a person.
What remains is a reasonable candidate for automation.
Organisation-based exclusion is worth the effort
Your largest customers usually expect a named contact. An automated reply to them costs more goodwill than the whole feature saves, and one condition prevents it.
Topic scoping is the best of them
It follows the subject rather than the sender, so a routine question from a key account can still be answered quickly while a complaint from anybody reaches a person.
Check what falls outside
Everything not scoped in must still reach somebody. It is easy to build a careful inclusion rule and leave the remainder in a queue nobody watches.
Revisit as confidence grows
Start narrow and widen on the evidence of the transcripts. Widening is easy; recovering from a bad month of automated email is not.
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