Rules that run your
inbox while you sleep
Auto-assign conversations. Classify messages with AI. Hand off to your team with follow-up chains that actually follow up.
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Six ways to route a
conversation
Every channel gets its own rules. Company-wide defaults fill the gaps. A built-in rule preview lets you test before you turn anything on.
Round-robin
Distributes evenly by last-assigned timestamp. Everyone gets their fair share, automatically.
Least-busy
Routes to whichever team member has the fewest active conversations right now.
Tag-based
Routes by contact tags so VIP customers, regions, or product lines always reach the right person.
Label-based
Routes by message label to member pools, with a configurable fallback when no pool member is available.
Fixed user
Every conversation for this channel always goes to one specific person — ideal for dedicated account managers.
Conditional
Combine label, tag, list, priority, and status criteria with AND/OR logic to build routing rules as specific as you need.
Rule preview API — test before you go live
Paste a contact or session, see exactly which rule fires and which agent would be assigned — without touching a real conversation.
AI reads the message.
You decide what sticks.
Every incoming message is analyzed against your classification rules. The AI suggests labels, priority, status, contact tags, and list membership — you choose what to accept.
Three ways to respond to suggestions
- Accept all — apply every suggestion at once
- Dismiss all — ignore this round's suggestions
- Accept partial — cherry-pick which suggestions to apply
Set it and forget it
Auto-classify runs on every incoming message (or every N messages, configurable). No human required — labels, priorities, and tags applied the moment a message lands.
Per-channel override — each channel can use company defaults, its own custom rules, or turn classification off entirely.
Accuracy tracking per rule
Every rule shows matched vs. dismissed stats over time. See which classifications your team accepts, tune the ones they don't, and know exactly which rules are pulling their weight.
AI escalates.
Humans are actually notified.
When the AI decides a conversation needs a human, it selects a recipient from your directory, sends an email summary, notifies the customer, and tracks follow-ups until someone responds.
AI decides to escalate
Selects recipient
Sends email summary
Notifies customer
Tracks follow-ups
Recipient directory
Define every teammate, contractor, store owner, or partner who can receive handoffs. Give them a kind, contact details, custom metadata, and dynamic filter tokens that match them to the right conversation.
- Name, email, phone, WhatsApp, website, notes
- Custom metadata fields per recipient kind
- Dynamic tokens in recipient filters — {contact.city}, {contact.name}, {session.id}
Four handoff types
Internal only
Notify your team without involving the customer.
External to recipient
Forward the conversation + send customer a confirmation.
Both
Forward to recipient and notify your team simultaneously.
None
Escalate silently — useful for flagging without any notifications.
Up to ten steps. Stops
the moment they reply.
Build flat or step-by-step follow-up chains. Each step can wait hours, respect business hours, and trigger a different action depending on how urgent the situation is.
Internal nudge
Remind your team inside Reply Flow without contacting anyone externally.
Recipient nudge
Send an email reminder to the recipient so they know a follow-up is overdue.
Customer nudge
WhatsApp the customer to let them know help is on the way.
Internal escalate
Pause AI replies and notify managers — for the situations that need a senior hand.
Chain mode
Flat or step-by-step
Max steps
Up to 10 steps
Step delay
1–720 hours
Max follow-ups
1–10 (configurable)
Auto-forward with
AI rewrite
When a conversation is forwarded, Claude Sonnet rewrites the reply — stripping internal jargon, preserving the facts, and matching the tone you set for each recipient kind.
- Strips jargon and internal terminology automatically
- Preserves all factual details from the original message
- Safety net blocks SSN, credit card numbers, and API keys
- Optional preamble + signature templates per recipient
Before rewrite
After rewrite
Send it later.
Reliably.
Pick a time, pick a timezone — Reply Flow handles the rest. Every scheduled message goes through rate-limit, content safety, and duplicate checks before it leaves the queue.
Smart presets
One-click to 1 hour, 3 hours, tomorrow 9am, or next Monday. Or pick any custom date and time with a full calendar picker.
Timezone-aware
Respects your user or company timezone. Schedule a message for 9am your customer's time, not yours.
30-second delivery
A background processor claims due messages every 30 seconds, so nothing sits waiting longer than it should.
Compliance checks before every send
The right reply,
in two keystrokes.
Save the replies your team sends every day. Search by shortcut alias, filter by channel type, and share across the whole company or keep some personal.
- Title, content, optional email subject, and HTML body
- Personal or company-wide visibility
- Shortcut alias for instant search (/refund, /hours, etc.)
- Channel filter — WhatsApp only, email only, or any channel
/refund Refund policy Any Company /hours Business hours WhatsApp Company /intro My intro script Email Personal
Route only to people
who are actually on.
Availability feeds directly into auto-assign. Team members set their hours, timezone, and holidays — and auto-assign respects all of it.
Working hours
Personal schedule per weekday. Set different hours for each day of the week.
User timezone
Overrides the company default so hours are always relative to where the person actually works.
Holiday calendar
Company-wide and personal holidays. Supports annual recurrence so you set it once.
Availability toggle
One-click availability on/off for auto-assign. Go unavailable without changing your schedule.
Notification quiet hours
Set a window when message notifications are silenced. You're still reachable for escalations — just not pinged for every new thread at 2am.
Get started
Less manual work.
More handled automatically.
Set up auto-assign, AI classification, and handoff chains in one afternoon. Then let them run.
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