Per-mailbox overrides
Sometimes one inbox should behave differently from the rest — support@ treats things as tickets
that info@ should treat as leads. Per-mailbox overrides are rules scoped to a single mailbox.
Where they live
Go to Settings → Integrations, find the mailbox, and click Manage (admins only). The mailbox’s own page opens with the same plain-language rule builder you know from the Rules screen — same conditions, same actions — except everything you create here applies to this mailbox only.
How overrides interact with global rules
One precedence rule to remember: global rules are checked first, and a matching global rule wins. A mailbox override only gets its turn when no global rule matched the email.
Practically:
- Use overrides for cases your global rules don’t cover — “on support@ only, anything from partner-portal.com creates a ticket.”
- Don’t use an override to cancel a global rule for one mailbox — it can’t win that fight. If a global rule is too broad, tighten the global rule itself (more specific conditions) instead.
Everything else works the same
Conditions AND together, the first matching override wins among overrides, Edit and Remove work as on the Rules screen, and overrides — like all rules — run after the AI and override both its suggestion and your routing thresholds.