Use Inbox Rules to automate incoming calls and SMS for both Twilio and RingCentral phone inboxes. Combine conditions and actions to create or update cards, relate conversations, and organize incoming communication.

Start with the Inbox Rules workflow below. The earlier Twilio-only phone-line automations are collected in a separate section at the end for teams that still use them.

Accessing Inbox Rules

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To create a new inbox rule:

  1. Navigate to your Inbox.
  2. Click the Inbox Rules icon at the bottom of the screen (the conversation bubble).
  3. Select Add New Rule.
  4. Enter a clear, identifiable name for your rule.
  5. Select the Phone Inbox the rule should apply to.
  6. Add your Conditions and Actions.
  7. Click Save.

Configuring Rule Conditions

Conditions determine when the rule will trigger. You can combine multiple conditions using AND or OR logic to create more advanced automations.

Condition Description Example Use Case
Any Message Triggers the rule for any incoming call or SMS message. Automatically create a card for every inbound conversation.
Call Triggers only when the activity is a phone call. Create a task when a call is received.
SMS Triggers only when the activity is a text message. Route text messages to a specific workflow.
Assignee Triggers when a conversation is assigned to a specific user or users in the inbox. Run automation when a message is assigned to the leasing team.
Body Triggers when the message body contains a specific word or phrase. Supports criteria like equals, contains, starts with, ends with, and exclusion options. Detect keywords like “maintenance” or “tour.”
Contains Certain Contact Types Triggers when the conversation includes contacts belonging to selected contact types. Apply rules when a resident contacts your team.
Sender in Certain Contact Types Triggers when the sender belongs to a selected contact type. Route messages differently if the sender is an owner or vendor.
Certain Recipients Triggers when the message is sent to a specific recipient. Supports matching criteria such as equals, contains, starts with, ends with, and exclusions. Apply a rule when messages are sent to a specific phone line or inbox.
Certain Senders Triggers when a message or call comes from a specific sender. Matching rules include equals, contains, starts with, ends with, and exclusions. Trigger an automation when a specific contact or number messages the inbox.
Date Range Triggers the rule during a specific calendar date range. Set up special rules for holiday weekends or promotions.
Missed Call Triggers when an incoming call is missed. Automatically create a follow-up task for missed calls.
Time Range Triggers during a specific time range on selected days. Includes options for between or excluding certain hours. Create an after-hours lead workflow.

Inbox Rule Actions

Actions determine what happens when the rule conditions are met. You can configure actions to run once per conversation or on every inbound message within the thread. Multiple actions can also be added to a single rule.

Action Description Configuration Options Example Use Case
Create a Card Automatically creates a new card in a selected board when the rule triggers. Select Board, Stage, optional Assignee, toggle Use Conversation Assignee, Always Create New Card, Archive Conversation on Card Creation, Assign Conversation to Card Assignee, and set a Lead Source. Create a new leasing lead card when someone texts the leasing phone number.
Relate to a Card Links the conversation to an existing card. Select the specific card the conversation should relate to. Connect incoming communication to a master project or ongoing request card.
Relate to a Location Associates the conversation with a specific location. Select a single location. (Note: this does not auto-detect locations.) Route communications related to a particular property or office location.
Update a Card Updates an existing card when the rule triggers. Select the board containing the card. The system will locate the card based on the contact associated with the conversation. Update a resident card when they call or text about a request.