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Automations for shared mailbox

Deepanwita Updated by Deepanwita

Using automations, you can create workflows that will perform actions when certain conditions are met. Automations are specific to a shared mailbox and work on all the conversations that meet the specified conditions in the shared mailbox on which it is created.

Things that you can do using the automation feature

  • Assign an email to a certain user

You can create an automation rule that will assign emails in a shared mailbox to a particular user when certain conditions are met. The email will move from the 'Unassigned' section and get assigned to the user. For example, the rule can specify that whenever the word 'billing' is present in the subject line of the email then it should get assigned to Peter.

  • Change the status of an email when certain conditions are met

You can create an automation rule such that when certain conditions are met then the email gets 'Closed' automatically and moves out from the 'Unassigned' section. For example, whenever the word 'unsubscribe' is present in the subject of an email, then change its status to 'Closed'.

  • Apply a Tag 

Tags are associated with shared mailboxes which help you organize your emails by categories. You can create an automation rule which will mark emails with a certain tag when certain conditions are met. For example, whenever an email comes from 'john@abc.com' the email should be marked with the tag 'Lead'.   

Structure of an automation rule

Automation Rules have 3 parts:

  • Triggers: A Trigger is an event which causes an automation rule to apply.
  • Conditions: Conditions are used to select the conversations on which an automation should apply.
  • Actions: Actions specify the steps that should be performed on the selected conversations when the trigger condition is met. 

Create a new automation 

Here are the steps to create a new automation for a shared mailbox

  1. Click on the yellow Hiver icon and select the 'Admin Panel' option to view the Dashboard
  1. Click on the 'Shared Mailbox' tab (second tab from the top) to view the list of shared mailboxes on your account
  1. Choose the shared mailbox where you want to add the automation and click anywhere on the row to open the Options page 

  1. Click on the 'Automations' tab on the settings page that has opened.
  1. Click on “Create Automation” button.
  1. Give your Automation rule a name.

  1. Choose the Trigger for the Automation from the 'When' dropdown.
An automation can have only one trigger.

Automation rules are triggered when

  • New conversation is sent or received in the shared mailbox id or any alias of the shared mailbox id.

Automation rules won't be triggered for conversations which

  • are manually added to the shared mailbox
  • are removed from the shared mailbox and re-added to the shared mailbox by manually adding or being cc'ed.
  1. You can choose the Conditions to narrow down the conversations on which the automations should apply. You can do this using the 'If' block in the automation setup.

Every automation should have atleast one condition.

The four attributes which can be used to identify conversations are from, to, cc and subject. Trigger conditions can be defined by combining these attributes using - is, is not, contains any of, does not contain and matches.

You can combine multiple conditions using AND/OR operators.

You can select the 'Match case' option to find only those instances that are written the same way: for example, if you search for "Urgent" and set "Match case", the Automation will find "Urgent", but not "urgent."

The following is a description of the 'conversation attributes' along with the available matching criteria:

Condition attribute

Description

Matching criteria

Triggers

From  (Previously sender’s email)

The From attribute of an email in the shared mailbox

is, is not, contains any of, does not contain, matches

New inbound conversation and Outbound

To

The email addresses in the To section

contains any of,  does not contain

New inbound conversation and outbound

CC

The email addresses in the Cc section

contains any of, does not contain

New inbound conversation and outbound

Subject

The subject of the email in the shared mailbox

is, is not, contains any of, does not contain, matches

New inbound conversation and outbound

The following is a description of the various matching criteria:

Matching criteria

Description

is

This checks for an exact match for the value entered. Only one value can be selected or entered.

is not

This evaluates to true if the condition checked for is not an exact match for the value entered. Only one value can be selected or entered.

contains any of

This checks if there is a substring match for any of the values entered. For example, a Subject contains “order” would throw up a match for subjects with “order”, “ordering” or “reorder”. For the values entered “,” or the enter key will be delimiters which will treat each of those values as individual substrings.

does not contain

This evaluates to true if the condition checked for is not exact or a substring match for any of the values entered. For the values entered “,” or the enter key will be delimiters which will treat each of those values as individual substrings.

matches

This filters out values based on the regular expression entered by the user.

A complete 'when' block of an automation rule would thus look like this

  1. Finally, we add the 'Action' to be performed. This can be done using the 'Then' block of the automation rule.

There are three types of actions that can be done via Automations - Assign to, Update Status, Add Tag(s)

  • Assign to:
    • This changes the assignee to the one selected from the list. 
    • The list of values will have all the users in the mailbox. You can choose None when a conversation needs to be unassigned.
    • For an outbound trigger with an assign to action, the conversation will be assigned to the selected user but the status will still be closed.

  • Update status (Previously known as 'mark as closed'):
    • Update status will change the status to the one selected by the user. The user can choose between open, pending, and closed.
    • An outbound conversation will be closed by default however if an automation with an update status action gets applied to it, the status is changed accordingly.

  • Add tag(s):
    • This action allows the user to either add one tag or multiple tags simultaneously to the conversation.

It is possible to add multiple actions in a single automation.

A type of action can be added only once.
  1. Click on 'Save and Enable' to begin using the Automation rule.

Enable/Disable an automation

Automations can be enabled/disabled using the toggle switch on the automations menu page.

Delete an automation

Automations can be deleted by clicking on the Delete icon on the main Automations menu page.

Deleting an automation is a permanent change and cannot be reversed.

Edit an automation

  1. Search for the automation that you want to edit by using the search bar.

You can view details such as the last edited date, trigger conditions, and actions of an automation by clicking on it.
  1. Click on the edit icon to find the options to change Automation Name, Triggers, Conditions and Actions.

  1. Save the changes.

Change the order of priority of automations

Automations that are eligible to be applied to a conversation get processed from top to bottom.  

The last created automation goes to the bottom of the queue.

You can choose to re-order this priority by using a drag/drop action or by manually editing the number of the automation on the list.'

When a user to whom automations were assigned gets deleted

  • All the automations which are assigned to the user using the ‘Assign to’ action gets disabled.
  • A notification is sent to the admins and mailbox admins which when clicked will show them the list of all the automations which got disabled due to the deletion of the user.
  • The admins and mailbox admins who are notified can edit and enable the automations.
    For example : 3 automations were assigned to Yuval Noah using the ‘assign to’ action. Yuval Noah gets deleted from the shared mailbox on which the automations were created. All the admins and mailbox admins get notified and can see the list of the 3 automations and edit them such that those automations are now assigned to Malcolm Gladwell. Doing this will automatically enable the three automations.

When a tag which was added to automations using the 'add Tag' action gets deleted

  • All the automations where the action enabled that tag to get added to conversations using ‘Add tag’ gets disabled. 
  • A notification is sent to all the admins and mailbox admins of the shared mailbox which when clicked will show them the list of all the automations which got disabled due to the deletion of the tag.
  • The admins and mailbox admins who are notified can edit and enable the automations. For example : A tag ‘Urgent’ is added to 3 automations using ‘Add tag’. If the tag ‘Urgent’ gets deleted then the admins or mailbox admins receive a notification and they can see the list of the 3 automations and edit them such that another tag ‘Priority’ will get added to those automations when the conditions are met.

    Feature according to the Plan

Number of Automations

Plan

2

Lite

Unlimited

Growth

Unlimited

Pro

Unlimited

Elite

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