Automate Inbox Message Status (Resolve / Open)

User/Role assignment, automatic replies, staff notifications, and status updates can all occur automatically using the Rules Editor.

Before you create Inbox rules, you will first need to:

  • Add the Message Inbox query base from the Slate Template Library. This query base inherits exports and filters from the Prospects query base. Keep in mind that if you are using these inherited filters, messages that are not yet assigned to person records will be excluded from the results.
  • There are a number of standard filters available for this query base that you will be able to use in your rules, including filters based on the Created Date/Time, inclusion of an attachment, Inbox Group, etc.
  • Add the Details export and any filters that you will want to use for your rules from the Slate Template Library as well.

Resolve rules allow you to automatically mark a message as Resolved or Open. Messages will remain open until they are marked as resolved either manually or via a rule.

Important!

If the rule is configured to run Upon Message Receipt Only, keep in mind that there will not be a User or Role Group assignment at the time that the filters are evaluated, so you should not include the Role or User filter for Upon Message Receipt Only Assignment rules. You are able to use the Group filter, as the Inbox Group is determined immediately based on the email address used to send the message into Inbox.

  Best Practice

If you will have multiple Resolve type rules with the same Trigger, it is best to use an Exclusivity Group since a rule can be either Resolved or Open, but not both at the same time.

Resolve Old Message (Old Rule)

Automatically updates the message status to Resolved if it is older than 90 days.

  1. Click Database in the top navigation bar and select Rules Editor.
  2. Click New Rule.
  3. Enter the following configurations in the popup window:
    • Name - Resolve Old Messages
    • Base - Message Inbox
    • Type - Resolve
    • Trigger - Nightly Processing
    • Folder - Inbox / Resolve
  4. Click Save.

Configure the appropriate filters:

  • Created Date - < today -90

Configure the appropriate action:

  • Status - Resolved - This updates the status of the message to Resolved. Recently Resolved messages (within the past 7 days) can be viewed using a separate view in Inbox. Messages that were updated to Resolved more than 7 days ago will not be visible within Inbox.
Spam Rule

Automatically updates the message status to Resolved if it contains the exact phrase, "Discounted rates for members!"  This type of rule can be useful if you have identified certain types of spam messages that you receive frequently, and the mailbox that you use is unable to filter those messages prior to forwarding them into Slate.

  1. Click Database in the top navigation bar and select Rules Editor.
  2. Click New Rule.
  3. Enter the following configurations in the popup window:
    • Name - Spam
    • Base - Message Inbox
    • Type - Resolve
    • Trigger - Upon Message Receipt Only
    • Folder - Inbox / Resolve
  4. Click Save.

Configure the appropriate filters:

  • Partial Match - The Partial Match filter finds matching messages with the included words, regardless of their ordering. If you want to find messages with a specific phrase, include quotes in the filter.
Partial Match CONTAINS Discounted rates for members!

Configure the appropriate action:

  • Status - Resolved - This updates the status of the message to Resolved. Recently Resolved messages (within the past 7 days) can be viewed using a separate view in Inbox. Messages that were updated to Resolved more than 7 days ago will not be visible within Inbox.
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