Emails customers send to support@ shouldn't have the whole team scrambling to reply. Route them to the right rep by rules like sender / keyword / subject prefix, so every email has a "dedicated handler" — no missed replies, no duplicate replies, no buck-passing.
Conditions, actions, priorities — rules work like programming, but configuration is entirely no-code
Match by combinations of sender email / domain, subject keywords, words in the body, attachment type, receiving account and more — with AND / OR support
On a match, assign to one person or a group; within a group, enable "round-robin" / "least loaded" / "all receive" strategies
Auto-add business labels (such as "After-Sales" / "Complaint" / "Inquiry") on dispatch for easy later filtering and stats
On completion, notify the assignee in real time via desktop popup / in-app message / WeChat Work, so nothing is missed
Enable / disable each rule independently — temporary breaks or testing don't affect live config; rules are sorted by priority and stop on first match
A full trail of which rule matched each email, who it was assigned to, and when it completed — evidence for reviews
Matched top-down by priority; first hit wins
"Sender domain is @xxx.com and subject contains 'order'" goes to Manager Wang; "subject contains 'complaint'" all enters the service group's round-robin; "sent to support@" is split among three people by sender's initial — all rules are configured visually by drag-and-drop in one panel.
8 emails today by least-load strategy
Shared inboxes like support@ / sales@ / hr@ used to mean "whoever sees it replies"; now it's "auto-assigned to whoever's on duty." Under round-robin, today's 8 emails are split evenly — 2–3 each to three team members — so workload is naturally balanced.
Emails to support@ are auto-assigned by "product line + agent duty roster," with an agent starting on new mail within 10 seconds
Inquiry emails to marketing@ are auto-assigned to the relevant regional sales by "customer location" — zero leads wasted
Emails with "statement" in the subject or a PDF attachment auto-assign to a finance specialist — HR / sales never "open them by mistake"
Resume emails to resume@ are assigned by "applied-position keyword" to the right HRBP — resumes no longer pile up forgotten in one inbox
After an email is assigned there's follow-up / archiving / approval / reply — the whole email collaboration chain needs to connect
Dispatched emails file into the assignee's inbox for the normal send/receive flow
Once handled, dispatched emails are auto-archived, with historical mail filed by rule
When a marketing email gets a reply, smart dispatch assigns it to sales for follow-up
Replies to a blast are dispatched to the relevant rep
Sign up to try smart dispatch for free and end the "nobody replies to the email" awkwardness