How to Manage Inbox Rules in Mydrop

By the end of this guide you will have created a rule that routes and triages incoming social conversations so queues and SLAs remain visible.

This task is done from the Inbox interface. Open Inbox from the main navigation, then choose the Rules (or Rules and Health) view in the inbox header. In Rules you will name the rule, choose which queue or profile it applies to, define matching conditions (keywords, profile, platform, or priority), select actions (route to a queue, assign, set priority, or apply a tag), and save. Use short test messages after saving to confirm matching conversations are routed and counts update.

Before you start

Checklist

1. Permission check

   • Confirm your account can create and edit rules in the current workspace.
   • If you do not see Rules or Add rule, ask an admin to grant rule-edit permission.

2. Identify targets

   • Choose the profile(s) the rule should monitor (the social account or queue).
   • Decide the target queue or inbox where matched conversations should land.

3. Choose assignees

   • Decide who should receive matched conversations: select me, unassigned, or allAssignees.
   • If assigning to a person, confirm they are an active teammate in this workspace.

4. Pick platforms and surfaces

   • List the platform(s) to include (for example Twitter, Facebook, Instagram).
   • If you want every platform, prepare to use the allPlatforms option.

5. Set priority and tags

   • Choose a priority level you want for matched messages (for example high or default).
   • Decide any tag(s) to apply for later filtering or reporting.

6. Prepare test messages

   • Create 2 to 3 example messages that match the rule conditions and 1 example that should not match.
   • Use the actual keywords or phrases you will add to the rule so testing is realistic.

7. Note filters and search to verify results

   • You will use Inbox filters: platform, profile, assignee, and priority.
   • Confirm you can access search and filters in the Inbox header.

Quick tips before proceeding

• Keep rule names short and descriptive so the Rules list is easy to scan.
• Avoid very broad keywords; narrow phrases reduce false matches.
• Decide rule order in advance if multiple rules could match the same message.

What you should see before creating the rule

• Inbox open and the header showing a control to switch to Rules or Rules and Health.
• A visible Add rule or New rule button in the Rules view.
• Filter controls or placeholders labeled platform, profile, assignee, priority, search, and filters in the Inbox header.

Why these checks matter

• Permission and profile selection prevent rules from being saved where they cannot act.
• Prepared test messages make verification fast and clear.
• Choosing assignees and priority up front prevents missed SLAs and misrouted conversations.

When all items are checked, proceed to Rules, click Add rule, and follow the creation steps (name, conditions, actions, save). After saving, use the prepared test messages and Inbox filters to confirm routing and counts.

After completing these steps you will have opened the Rules view inside Inbox and started a new rule by naming it and choosing the target profile/queue, platforms, and assignee options.

Step 1: Open the feature

1. From the main navigation, click Inbox.
2. Wait for the Inbox interface to load. The top of the Inbox shows header controls for switching views.
3. In the header controls, click Rules or Rules and Health. This is usually a tab or section selector in the Inbox header.
4. Confirm the Rules view is active. You should see:
   • A list or table titled Rules or Rules list.
   • An Add rule or New rule button.
   • Filters, search, and a summary of existing rules or counts.
5. If the Add rule button is not visible, check for a caret or chevron (for example a small down arrow) that expands additional header options and reveal Rules.
6. If you cannot reach Rules from the Inbox header, verify you have permission to edit rules (see Before you start checklist). The UI will usually show rules in a read-only state if permission is limited.

What to check after this step:

• The Rules list or an empty Rules area is visible.
• There is an Add rule or New rule control ready to use.
• Header filters (platform, profile, assignee, priority) are present for later testing.

Step 2: Set up the basics

Checklist before you click Add rule:

• Rule name ready (short, descriptive).
• Target profile or queue identified.
• Platforms and assignee choice decided (me, unassigned, or allAssignees).

1. Click Add rule or New rule.
2. A rule form or modal opens. At the top of the form, enter a clear Name. Use a name that describes the routing action and the target, for example "High-priority Twitter mentions -> Community queue".
   • What you should see: the Name field filled and visible in the form header or preview area.
3. Choose the target queue or profile. Use the queue/profile selector and pick the specific inbox or profile the rule should route conversations into.
   • What to choose: the single profile or queue that should receive matched messages.
   • What you should see: the selected profile or queue label, and optionally a small avatar or label confirming your selection.
4. Select platform(s). Open the platform selector and check the platform boxes (for example Twitter, Facebook) or choose All platforms if the rule should apply to every connected surface.
   • Why this matters: leaving platform unset can make the rule too broad or ineffective.
   • What you should see: platform chips or checkboxes showing your selection (or an All platforms label).
5. Select assignee behavior. Use the assignee options to set who receives matched conversations:
   • Choose Me to auto-assign matches to your user.
   • Choose Unassigned to leave matches unassigned for manual triage.
   • Choose All assignees if the rule should not force assignment and the queue should remain pooled.
   • What you should see: the assignee option highlighted or a text label such as "me" or "unassigned".
6. (Optional) Set Priority. If the rule should change message priority, pick the desired priority from the priority selector (for example high or normal).
   • What you should see: a priority label or chip in the rule summary.
7. (Optional) Add a brief description or tag if the form provides those fields. This helps other team members understand the rule purpose.
8. Review the top of the form for any summary or preview of the rule. Confirm Name, Profile/Queue, Platform(s), Assignee, and Priority match your intent.
9. Click Save or Save rule. The button is often at the bottom-right of the form or modal.
   • What you should see immediately: a confirmation or the Rules list updates.
   • The new rule appears in the Rules list with its name and summary columns (profile, platforms, assignee, priority).
10. If there is an Enable toggle, ensure the rule is enabled so it can apply to incoming conversations.

What to check after this step:

• The rule appears in the Rules list with the correct name and target.
• The summary shows the chosen platforms and assignee option.
• A saved rule may show an enable/disable toggle; make sure it is enabled if you want it active.

Next actions (for verification): proceed to add conditions and actions, then test with example messages and check Inbox filters and queue counts to confirm matching conversations are routed as expected.

Step 3: Add the content or settings

Outcome: Define the conditions that match incoming conversations and select the actions that route, assign, or prioritize them.

Checklist before you continue

• Rule name chosen and descriptive.
• Target profile or queue identified.
• Platforms, assignee, priority, and any tag names decided.
• Example messages ready for testing.

Steps

1. In the Rules view, open the rule editor for the new rule you created (click Add rule or New rule if still available).
2. Enter a clear Name that explains the rule purpose (for example, "Support: Billing mentions" or "High priority product outage").
3. Choose the target Profile or Queue. Use the profile/queue dropdown to pick the account or inbox where matching messages should land.
4. Select Platform(s). Tick only the platforms that should be evaluated. Not selecting platforms can make the rule match more widely than intended.
5. Set Assignee behavior. Choose one of the options: me, unassigned, or allAssignees. Choose "me" to route directly to your inbox, "unassigned" to leave it for triage, or "allAssignees" to allow any assignee to pick it up.
6. Define Conditions:
   • Add keyword conditions. Enter exact words or phrases to match message text or comments.
   • Optionally restrict by Profile or Platform again here to narrow matches.
   • Set Priority if the rule should mark messages as high, medium, or low.
   • Use multiple conditions to require both a keyword and a platform, or to match any of several keywords.
7. Choose Actions:
   • Route to the selected Queue or profile.
   • Assign to the chosen assignee option.
   • Set Priority to affect queue ordering and SLA visibility.
   • Apply a Tag to make messages searchable and visible in reports.
8. Review the rule preview or summary shown in the editor. Confirm the combination of conditions and actions matches your intent.
9. Click Save. Wait for the confirmation or for the rule to appear in the Rules list.

Quick checks to avoid mistakes

• Confirm platform is selected if the rule should only apply to one network.
• Confirm an assignee option is set; leaving it unset may cause unexpected routing.
• Avoid very short or generic keywords that match unrelated messages.
• If the editor shows multiple conditions, note whether conditions are AND or OR; adjust if you need all conditions to match.

Step 4: Review the workflow

Outcome: Verify the rule is saved, messages matching the rule are routed or assigned, and queue counts reflect changes.

Steps to verify the setup

1. Confirm the rule appears in the Rules list. Open Inbox then Rules and look for the rule name you saved.
2. Use the Inbox filters and search to find matching messages:
   • Open Inbox.
   • Use filters for platform, profile, assignee, or priority from the header controls.
   • Use Search to enter a keyword or example message text.
3. Locate a message that should match the rule. Use your prepared example message or find a live message that includes the keyword and platform you configured.
4. Check routing and assignment:
   • Confirm the message is in the target queue or profile you selected.
   • Confirm the assignee is set as expected (me, unassigned, or visible as assigned).
   • Confirm the priority or tag applied by the rule appears in the message details.
5. Verify queue and SLA counts:
   • Look at the Inbox queue counts and the Rules/Health views.
   • Confirm counts reflect the routed message and that SLA indicators (if visible) changed according to priority.

If the rule did not apply

1. Edit the rule and tighten or loosen conditions. Common quick fixes:
   • Add platform restrictions if the rule matched too many messages.
   • Make keyword phrases more specific to reduce false positives.
   • Re-check assignee and queue selections.
2. Re-run the search using the same example message text to confirm the updated rule matches.
3. If you still do not see the expected result, confirm the message actually contains the exact keyword or phrase used in the rule.

Verification checklist

• Rule listed under Rules view.
• At least one matching message is routed to the correct queue.
• Assignee and priority on the message match the rule actions.
• Inbox and queue counts update to reflect the change.

Next step suggestions

• Test additional sample messages that vary wording to ensure coverage without overbroad matching.
• If multiple rules could match similar messages, review rule order in Rules view and adjust conditions to avoid conflicts.

Troubleshooting and next steps

After completing this guide you will have a saved rule that routes and triages incoming social conversations so queues and SLAs remain visible.

Quick checklist before troubleshooting

1. Confirm the rule is listed in Rules view.
2. Note the rule name, target profile or queue, and chosen platforms.
3. Have one or two example messages ready to test.

Common fixes (step by step)

1. Rule does not appear in the Rules list
   1. Open Inbox, switch to Rules (Rules and Health) view.
   2. Look for the rule name in the list. If it is missing, click Add rule / New rule to recreate it and be sure to click Save.
2. Matching conversations not routed or assigned
   1. Open Inbox and use the filters: platform, profile, assignee, and priority.
   2. In the header filters choose the same platform and profile used in the rule.
   3. Use search to look for a keyword from the rule conditions.
   4. If messages do not match, edit the rule and tighten or adjust the keywords, profile, or platform.
3. Counts and queue numbers did not update
   1. Refresh the Inbox view and confirm applied filters show appliedFiltersCount or similar indicator.
   2. If counts still do not change, confirm the rule action includes routing or priority changes (route to queue, assign, set priority, or apply a tag) and that the rule is saved.
4. Rule applied but wrong assignee or priority
   1. Open the rule and check the Assignee choice: me, unassigned, or allAssignees.
   2. If the wrong option is set, change it and Save.
   3. Re-test with an example message and verify the message now shows the intended assignee or priority in the message header.

How to test and verify (concrete checks)

1. Send or locate a message that matches your rule conditions.
2. In Inbox use search for a keyword you used in the rule and apply profile and platform filters.
3. Confirm the message appears in the target queue or shows the assigned user and priority.
4. Verify queue counts change in the Inbox header or queue list.
5. Repeat with a second example to ensure consistent behavior.

Rule order and conflicts

1. If multiple rules could match the same message, the first matching rule may take effect.
2. Review the Rules list order and move higher-priority rules above broader rules.
3. If a later rule is not taking effect, try disabling other matching rules temporarily to isolate behavior.

Quick edits to fix issues

1. Open the rule from Rules view.
2. Change conditions: add or remove keywords, adjust profile or platform choices, set priority.
3. Change actions: route to a different queue, change assignee, or add a tag.
4. Click Save and immediately test with Inbox filters and search.

Next steps after verification

1. Monitor the Rules and Health views for a few hours to see how conversations flow.
2. Add tags or additional rules for edge cases you discover while monitoring.
3. Use the Health view to confirm SLAs and queue performance reflect the new routing.
4. Document rule purpose and owner so teammates understand why messages are routed this way.

When to contact your team

1. If messages still do not route after edits and testing, ask a teammate with rule-edit permission to review the rule.
2. Share your example messages and the rule name so the reviewer can reproduce the behavior.

Conclusion

If the rule appears in Rules view and matching messages are routed, assigned, or prioritized as configured, the setup worked. Use Inbox filters and search to verify behavior, adjust conditions if results are too broad, and monitor Health to ensure queues and SLAs remain visible.