MailBridge / Docs
Status mailbridge.ai
Documentation API Reference

Docs·Routing Rules

Routing Rules

Send bug reports to #bugs, billing emails to #billing, and feature requests to your PM — automatically, based on what the AI decides the email is about.

How routing works

After the AI assigns a category to an email, MailBridge checks your routing rules from top to bottom. The first rule whose category matches the email wins, and the email is posted to that rule's channel. If no rule matches, the email goes to your default channel.

Routing flow
📨Email arrives + AI triage runs
→Check rule 1 — does category match?
✓Yes → post to rule's channel
→No → check rule 2, rule 3…
↩No match → post to default channel

Default channel

Every organisation has one default channel per integration. This is the fallback destination when no routing rule matches. You set it during onboarding, but you can change it any time under Settings → Integrations.

We recommend using a general channel like #support or #customer-emails as the default so nothing slips through unnoticed.

Setting up routing rules

Go to Settings → Routing to create and manage rules.

Creating a rule
  1. 1

    Click Add rule.

  2. 2

    Select a category from the dropdown (bug_report, feature_request, billing, or general_inquiry).

  3. 3

    Choose the destination channel from your connected Slack workspace or Discord server.

  4. 4

    Optionally add a label or note to remind yourself why the rule exists.

  5. 5

    Save. The rule takes effect immediately — no restart needed.

Rule priority

Rules are evaluated top-to-bottom in the order they appear in Settings → Routing. Drag and drop to reorder. The first matching rule wins — subsequent rules are not checked.

Each category can appear in multiple rules, but only the first matching rule applies. Place more specific rules above general ones.

Examples

CategoryRoutes to
bug_report#bugs
billing#billing
feature_request#product-feedback
general_inquiry#support (default)