All Collections
Advanced Features
Automatically assign and route Inbox conversations with Zapier
Automatically assign and route Inbox conversations with Zapier

Use Zapier to automatically assign, tag, or change the status of inbound conversations in your LeadSimple Inbox.

Matt avatar
Written by Matt
Updated over a week ago

Note, if you aren't sure what Inbox is, check out this article before continuing.

Depending on how you manage customer communications in your business, you may be able to automatically assign some inbound emails, texts and voicemails to specific team members based on keywords, the from or to address (for emails), and other criteria. This can save you time that can be repurposed to more value-added activities.

When should you automatically assign conversations?

Automatic conversation assignment is most useful if your owners and tenants communicate with you by sending emails to a shared email inbox, an inbox that multiple members of your team use to communicate with customers (leasing@, maintenance@, or support@, for example).

Since multiple team members look at the same shared inbox, it's important to make sure the right person gets assigned to each conversation. In LeadSimple's Inbox you can easily assign conversations to team members manually. But automating this when possible can save you time.

Here are some ways you can automatically assign, tag, and change the status of conversations when they arrive in your Inbox in LeadSimple.

First, you'll need a Zapier account

Inbox uses Zapier to create these automatic assignment and routing rules. You can sign up for Zapier here.

Automatically assign a conversation based on keyword

Step 1: Create a new Zap in Zapier

Step 2: For the Zap's trigger, choose "LeadSimple" as the trigger app

Step 3: Next, choose "New Inbound Conversation" as the trigger event

Step 4: Click "continue" and choose the LeadSimple account you would like to use in this Zap. Note, if you have not made a Zap involving LeadSimple before, you will need to connect Zapier to your LeadSimple account. To do that, click "+ Connect a new account" and enter your LeadSimple API key (find your API key here).

Step 5: Click "Test Trigger" to ensure that your Zap is properly connected to LeadSimple. This will also pull in an example inbound conversation from your LeadSimple Inbox to use later in the Zap.

If your test was successful, it will look something like this:

Step 6: Next, add a Filter step to your Zap. In this step you will check the email for the desired keywords to decide if it should continue to the next step or not (the next step will be to assign the conversation).

Step 7: In the filter step, select "First Email Body" > "Text: Contains" > [your keyword here]. You could replace "First Email Body" with the "Subject line". Either way, this filter step will then look inside that field for the keyword you specify.

Step 8: Click "Continue" to ensure that your Zap is working. Zapier will test your filter and tell you if the zap would have continued or not based on whether the conversation contained your keyword or not. Either way, you will be able to continue building your Zap.

Step 9: Next add the third, and final, step to your Zap. Choose "LeadSimple" as the app, and "Update Conversation" as the Action Event. Click "Continue" and select your LeadSimple account as the connection to in this part of the Zap.

Step 10: Finally, you can customize who this conversation should be assigned to when they match your filter criteria. Add the conversation "ID" to the "Conversation" field in the zap (this ensures LeadSimple updates the right conversation each time). Then simply choose the user you want to assign the conversation to in the "Assignee" field.

Click "Continue" > "Test & Review". If your Zap gives you a success message, navigate to the conversation in your LeadSimple Inbox to confirm that it was assigned appropriately. Then you're done!

Automatically tag (or assign) a conversation based on "from" address

You might want to auto-tag a conversation with "Priority 1" if it's from a specific, high priority client.

Complete steps 1 through 6 above first, then proceed with the steps below.

Step 7: Configure the "Filter" step of your Zap like so: "From address" > "Exactly matches" > [email address of your choice]

If your example email in the Zap was sent from that email address, you should see the "Your Zap would have continued" message.

Step 8: In the third step of your Zap, choose LeadSimple as the action app, and "Tag Conversation" as the Action Event.

Click "Continue" and choose your LeadSimple account under "Choose Account"

Step 9: In the "Set up action" section of the Zap, select "ID" in the "Conversation" field. This will ensure the right conversation is tagged. Next, choose the tag you want to add to the conversation (e.g. "Priority 1").

If the tag you are looking for is not in the list, that means it isn't created in your LeadSimple account yet. To fix this, go to LeadSimple, open a conversation in your Inbox and add the tag there first.

Step 10: Test your zap and check the conversation in your LeadSimple Inbox to make sure the tag was applied. If it was, your Zap is complete!

Automatically close a conversation based on the "from" address

You might want some emails to be automatically closed when they enter your Inbox. (e.g. if you want to save the email history in LeadSimple to search for later but don't want to see it in your inbox view). If you are looking to block a spam email address, you can do this (as an admin) from Settings > Inbox Settings > Email Blocklist.

Complete steps 1 through 6 above first, then proceed with the steps below.

Step 7: Set up the "Filter" section of your Zap to Only continue if > First Email From > Exactly matches > [email address of your choice].

Step 8: In the third step of your Zap, choose LeadSimple as the app and "Update Conversation" as the action event.

Step 9: In "set up action" use the ID in the "Conversation" field to ensure the correct conversations are updated as they arrive in your Inbox. Then set the "Status" field to "Closed" so the conversation is automatically closed.

Step 10: Test your Zap. If it works, you're all done!

Did this answer your question?