How do I route company e-mail and social media messages to the right team automatically?

2026-11-04 | Intagya ERP

At a supply company one person opens info@ every morning. A quotation request, a question about an invoice, a customer upset about a late shipment. He forwards each one by hand to whoever should have it, when he remembers.

On his day off the mail just sits there. Meanwhile a visitor asked for a price in a Facebook comment, and nobody in sales saw it.

Why do customer messages get lost between teams?

Because they land in a shared place nobody owns. Everyone can see the general mailbox, marketing watches the page comments, and the salesperson is the one who needs the price request. Each team assumes another one has it.

It is not laziness. Routing is repetitive manual work that hangs on one person, and work that hangs on one person stops when that person is away.

Can the system read a message and tell whose it is?

Yes, with the Sort the message step in the Automations app. You type the categories you want, separated by commas, for example: price request, support, accounts. intagya AI reads the e-mail subject and text, or the comment, and picks exactly one category from your list.

The answer is kept as the result of the sorting for the next steps: an If with two paths, or Several paths with one path per category and a last path for anything else. With three teams or more, Several paths reads far better than a chain of nested conditions.

Put your catch-all category last. If the AI answer matches none of them, the system picks the last one.

How does company e-mail reach sales, support and accounts by itself?

With the recipe Route company e-mail to the teams. It starts with New e-mail in the company mailbox, sorts the e-mail, and then:

• A price request becomes an opportunity for sales, with the subject, the sender's address and the start of the text.
• A support e-mail becomes a helpdesk ticket if you have the Helpdesk app, or a notification in the system if you do not.
• Everything else reaches accounts as an alert with the sender and the subject.

The e-mail does not get lost after routing. It is linked to the new record, so it shows on the opportunity or ticket, and that record shows next to the e-mail in the mailbox.

You choose which mailboxes the rule watches, say only sales@ and info@; choose none and it watches all of the company's mailboxes. New mail is checked every 10 minutes, so it is not instant. Mail already in the inbox when you switch the rule on is left alone, so you do not wake up to hundreds of old opportunities.

What about comments and messages on Facebook and Instagram?

There is a recipe for those too: Route social comments and messages. Each new comment or message from other people on your connected pages is sorted as a price request, a complaint or a question. A price request becomes an opportunity for sales with the author's name and text; complaints and questions reach the marketing team as an alert.

The item is also marked as converted in the social inbox, just as if someone had pressed Convert by hand, so nobody goes back to it thinking it was never handled.

A third recipe sits close by: Follow up campaign replies. Whoever replies to an e-mail campaign becomes an opportunity and the salesperson gets an alert to call while the interest is warm. That one needs no AI.

What happens if a step fails halfway?

The reason is written in the run history next to that step, in plain words. Every step also has If it fails, try again, up to 3 times after a delay you choose, because some errors are temporary.

Before switching anything on, press Try it on a record. The rule walks its path on a real e-mail and each step writes what it would have done, without creating an opportunity or sending an alert.

Is this free, or do I need something extra?

The Automations app is free with 3 automations switched on and the basic blocks. Sort the message is an AI step, though, so it belongs to Full automation: bought once per workspace, priced in your own currency, and free for the first year when your plan is paid yearly.

You also need an intagya AI package, because each run of an AI step counts as one question. A company that gets, say, fifty e-mails a day spends about fifty questions a day on this rule alone, so pick the mailboxes that really need sorting.

If your routing is simple, for instance everything sent to sales@ belongs to sales, you do not need AI at all: a rule on that one mailbox that creates an opportunity is enough.

Tomorrow morning open Ready recipes, pick Route company e-mail to the teams, rename the categories to your own departments and try it on three messages from your inbox. Then switch it on and check the run history two days later.

In Intagya ERP the e-mail or comment reaches the team in charge with its record attached, instead of waiting in a shared inbox until someone remembers it.

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