What can routing rules match on?

Workflows match from-domain, subject, body, mailbox, and unassigned state, then assign a person, tags, or an SLA. Inbox routing separately hands leftover Unassigned mail by round robin or load.

Set first-response and optional resolve targets agents can see on conversations. The clock follows that inbox timezone and closed days. Pending pauses it. Turn hours off for a 24/7 VIP clock.

Can each inbox have its own routing and SLA?

Yes. Routing, SLA, business hours, and auto-reply are configured per inbox so brands stay independent.

HelpWich includes lightweight spam scoring so junk is less likely to clog Unassigned.

Routing & SLA

Get the right person on it, on time.

Workflows pick an owner. Plus inboxes can rotate leftover Unassigned mail. Reply and resolve clocks sit on the conversation.

Workflows
Round robin
Visible SLA clocks
Inbox hours

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What you get in HelpWich

Rules by domain, subject, body, or mailbox
Round robin or balanced assignment for Unassigned mail
Skip teammates who are Away or at their assignment cap
Default assignee and status after reply per inbox
First-response and resolve due times on the conversation
Inbox timezone and closed days, including Tehran and Dubai
Pending pauses the clock until the customer writes back
Lightweight spam scoring so junk doesn't clog Unassigned
Configured per inbox so each brand stays independent

Route once, then get out of the way

Match inbound mail to the right owner with conditions that match real email. For everything else, turn on inbox routing so Unassigned drains to the next Active teammate.

SLA you can coach from

First-response and resolve targets sit on the conversation. Pair with inbox hours so overnight mail does not falsely burn the clock. Pending pauses both clocks until the customer writes back.

See it in the product

The same HelpWich workspace you open every day. Each picture is a real product surface, not a stock illustration.

A workflow assigns; inbox routing takes the rest.

First-reply time shows up in the week’s report.

See routing & sla in your workspace

Full product for 7 days. Then a clear paid plan. 14-day money-back on paid plans.

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Routing & SLA FAQs

What can routing rules match on?: Workflows match from-domain, subject, body, mailbox, and unassigned state, then assign a person, tags, or an SLA. Inbox routing separately hands leftover Unassigned mail by round robin or load.
How do SLAs work?: Set first-response and optional resolve targets agents can see on conversations. The clock follows that inbox timezone and closed days. Pending pauses it. Turn hours off for a 24/7 VIP clock.
Can each inbox have its own routing and SLA?: Yes. Routing, SLA, business hours, and auto-reply are configured per inbox so brands stay independent.
Do you detect spam?: HelpWich includes lightweight spam scoring so junk is less likely to clog Unassigned.

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Start the 7-day trial and put routing & sla in front of your team.

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