Create intake routing rules

Use Intake Routing to choose the destination inbox for a brand-new email ticket while the message is being received. Rules can match the arrival inbox, sender email, subject, and whether AgencyTitan matched the sender to a known client.

Who this is for

Agency team members who manage ticket settings and incoming email distribution. Requires Manage Ticket Settings.

Before you begin

• Create at least one active email destination inbox. See Set up a ticket inbox.
• Decide which arrival inboxes the rule should evaluate.
• Put narrow, specific rules above broader rules because the first full match wins.

Open Intake Routing

1. Open Settings, then Tickets, then Intake Routing ( /settings/tickets/intake-routing (opens in new tab) ).

2. When no rules exist, select Add Your First Rule. Otherwise select Add rule.

   

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Create a rule

1. Enter Rule name.

2. Under Applies to inboxes, optionally choose one or more arrival inboxes.

   Leave this empty to evaluate the rule for email arriving on any inbox.

3. Under Conditions, select Add condition.

4. Choose a field and operator:

   Field	Available matches
   Known client	is matched or is not matched
   Sender email	is, ends with (domain), or contains
   Subject	contains or does not contain

5. Enter a value when the selected operator requires one.

6. Add more conditions when needed. Every condition in a rule must match. Text matching is not case-sensitive.

7. Choose Route to inbox.

8. Keep Active on when the rule should run immediately.

9. Select Create rule.

   

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Understand rule order

Active rules run from top to bottom. The first rule whose inbox scope and conditions all match chooses the destination inbox. Later rules are not evaluated for that message.

After you create more than one rule, use the up and down controls to put specific rules first and broad catch-all rules last. An active rule with no conditions matches every inbound email in its selected arrival-inbox scope.

Routing applies only during intake

Replies on an existing ticket stay with that ticket. To change an existing ticket, use Move to inbox from the ticket header or use an automation.

What happens after a match

• AgencyTitan creates the ticket in the destination inbox.
• The destination inbox defaults can set department, assignees, and signature.
• When the destination inbox has default assignees, those defaults take precedence over general automatic assignment.
• If the destination inbox is unavailable or rule evaluation fails, intake continues in the arrival inbox instead of blocking ticket creation.

Expected result

• The rule appears in Intake Routing in display order.
• Active rules evaluate brand-new inbound email tickets.
• Matching tickets enter the selected destination inbox and use its defaults.

Troubleshooting

Symptom	Likely cause	What to do
Destination inbox is missing	It is not an active email inbox	Activate the inbox or choose another active email inbox
Create rule stays disabled	Rule name or destination inbox is missing, or a condition value is empty	Complete required fields and every value-bearing condition
Rule never matches	Arrival inbox scope or one condition excludes the message	Review each condition; every condition must match
Broader rule wins unexpectedly	It is above the specific rule	Move the specific rule higher
Existing ticket did not move	Intake routing does not apply after ticket creation	Use Move to inbox on the ticket
Rule should pause temporarily	Rule is still active	Edit the rule and turn off Active