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Setting up Conversation Rules

Note: Parts of this feature are only accessible to Account Admins and Owners only.
Note: This feature is only accessible to Account Owners only.

When a new Conversation comes into your Mailbox, DoneDone will set defaults for the following attributes:

  • Assignee
  • Priority
  • Status
  • Tags

You can modify these defaults by going to the Conversation Rules section within your Mailbox.

On the Conversation Rules screen under Initial Conversation Settings, you can change the default assignee, priority, status, and add any default tags to new Conversations. Any updates made in this section will apply immediately to new Conversations going forward. They do not update the state of any existing Conversations.

On the Workflow Settings screen, you can automatically change the status of a Conversation when your customer replies to an inactive conversation. For instance, you can set the status back to "Open" when a closed Conversation is replied to. This will only apply to customer replies going forward.

Ka Wai Cheung
Last updated: 
April 15, 2021