Create integration rules for automatic routing

What a rule can do

Integration rules run when new items arrive from supported email, calendar, chat, and phone connections. A rule can match item fields, assign a project, and choose an entry action such as Save, Save & Sync, or Save & Submit.

Rules are available for Gmail, Microsoft 365 Mail, Fastmail, Zoho Mail, Microsoft 365 Calendar, Google Calendar, Slack, Teams Chat, Google Chat, RingCentral, Zoom Phone, and Teams Phone.

Create a rule

Open Settings > Integration Rules, or open the supported connection in Manage Integrations.
Select Add rule for the intended connection.
Enter a specific rule name.
Choose whether all conditions match or any condition matches.
Add conditions using fields available for the source. Examples include sender, recipient, subject, attendees, channel, message content, phone number, or transcript.
Select a project and an entry action as needed.
Choose Create rule.

Matching operators include contains, does not contain, equals, and does not equal. Address and attendee lists use equivalent list-aware wording.

Order and test rules

Rules run from top to bottom, and the first matching rule wins. Put narrow, high-confidence rules above broad fallback rules. Enable one new rule at a time and inspect several resulting entries before choosing Save & Submit.

Use the active toggle to pause a rule without deleting it. Reorder rules when two can match the same activity. Delete a rule only after confirming it is no longer needed.