Mail Rules can be a vital tool when used within your Group Mailbox.  You can create mail rules that automatically process incoming and outgoing messages. For example, you can automatically assign messages to specific users, move messages to different group mailboxes, send automatic replies, or delete messages.

Rules can be applied to all messages entering or leaving the Response environment (system rules) or can operate only for a specific group mailbox (group mailbox rules). When a message is received or sent, the system mail rules are first applied to the message. Once the system rules have been processed, the group mailbox rules are then applied to the message.

Mail Rule Elements

A mail rule is made up of three main parts: conditions, actions, and exceptions.


Conditions specify criteria that must be true for a rule to execute. For example, a condition could check the message subject for a specific phrase, check the email address of the sender, or whether or not the message has an attachment. If a rule contains multiple conditions, all conditions must be true in order for the rule’s actions to be carried out. If a rule contains no conditions, the rule’s actions are always performed (unless the exceptions are true).


Actions specify what to do when the rule conditions are true. For example, the message could be moved to another group mailbox, assigned to a specific user, or deleted. A rule can contain multiple actions.


Exceptions specify criteria that prevent a rule from executing, even if the conditions are true. For example, an exception could prevent a rule from executing if the message is from a specific sender. Exceptions are optional. If a rule contains multiple exceptions, any one of them being true will prevent the rule’s actions from executing.

When Rules Are Processed

Following are the details of exactly when each type of rule is applied.

  • When an incoming group mailbox message is received by Response, the system incoming mail rules are applied, followed by the incoming mail rules for the group mailbox.
  • When a system incoming mail rule moves a message to a different group mailbox than the one the message is addressed to, the original group mailbox rules are not executed, only the incoming mail rules for the new one.
  • When a user manually moves a message to another group mailbox, the incoming mail rules for the destination group mailbox are applied.
  • When a user sends an outgoing group mailbox messages, the system outgoing mail rules are applied, followed by the outgoing mail rules for the group mailbox. If the user sending the message requires approval, that process occurs first. Only approved messages have outgoing rules applied.

“Stop Rules Processing” action

When creating your mail rules, they appear in a list format within the WebAdmin. Each rule is fired off in that order, if a message contains multiple conditions in multiple rules, all rules that have those conditions will be actioned and the last rule in the list will be the final rule to fire off. Typically, and rightly, most Administrators set these rules in order of priority, but this can sometimes mean that where more than one condition is met, the most important rule might be “overridden” by a subsequent rule in the list. To prevent this from happening you can use the action Stop Rules Processing. If the conditions in the rule that contains the Stop Rules Processing action are met, any rules appearing further down the rules list will not be executed.

To learn more about Mail Rules please visit our Documentation: