Auto archiving of emails

A simple yet effective way to keep your inbox free from noise is to archive emails that are no longer being actively worked on. We have seen customers use auto archive in a couple of successful ways:

1. Archive after resolving - When an email has been marked as resolved, the email automatically gets archived and removed from the inbox.

2. Archive after sending - When an email response has been sent, the email thread is resolved and archived.

Archiving after resolving:

This is ideal for email threads which are conversational in nature. An agent working on a dialogue with a customer for a period of time. Once the agent is satisfied the case can be closed, they manually mark the email as resolved. Once this is done, a rule is triggered which archives the email from the shared inbox.

Archiving after sending:

This is ideal for email threads which are short and generally one sided in nature. Once the agent has responded to the email, a rule is triggered which resolves and/or archives the email from the shared inbox.

Creating your automation rule:

Head over to your rules (settings -> Shared Inboxes -> Click the inbox you need -> Rules) and add a new rule.

Archiving after resolving:

WHEN: Tag Update

IF: Tag - Resolve

THEN: Force archive

Archiving after sending:

WHEN: Outbound (reply thread only)

IF: True

THEN: Archive