Advanced

Advanced Configuration

Email forwarding rules, custom domains, team management, analytics, and advanced workflows.

Email Forwarding Rules

Create advanced routing rules based on sender, subject, or content:

Route by Sender Domain

Send emails from specific domains to different channels

json

{
  "rule": "sender_domain",
  "condition": "@enterprise-customer.com",
  "action": "route_to",
  "integrationId": "int_vip_channel"
}

Route by Subject Keywords

Filter emails containing specific words in the subject

json

{
  "rule": "subject_contains",
  "condition": ["urgent", "critical", "emergency"],
  "action": "route_to",
  "integrationId": "int_priority_channel"
}

Auto-Assign by Content

Automatically assign tickets based on email content

json

{
  "rule": "body_contains",
  "condition": ["refund", "cancellation"],
  "action": "assign_to",
  "userId": "user_billing_specialist"
}

Custom Domains

Use your own domain for sending replies:

Verify domain ownership via DNS TXT record
Add DKIM and SPF records for email authentication
Configure custom sending domain in dashboard
Replies will come from your-name@yourdomain.com

custom-domain-dns.txt

# DNS Records for Custom Sending Domain

TXT  _domainkey.yourdomain.com    "v=DKIM1; k=rsa; p=YOUR_PUBLIC_KEY"
TXT  yourdomain.com                "v=spf1 include:spf.resend.dev ~all"
TXT  _dmarc.yourdomain.com         "v=DMARC1; p=quarantine; rua=mailto:dmarc@yourdomain.com"

Team Management

Manage team members and permissions:

Admin

Full access
Manage team
Configure integrations
View analytics

Agent

View tickets
Claim tickets
Reply to customers
Update status

Viewer

View tickets
Read-only access
No modifications
View analytics

Invite Team Members

Go to Settings → Team to invite members and assign roles.

Analytics & Reporting

Track key performance metrics:

Response Time Metrics

Average first response time
Average resolution time
Response time by team member
Response time trends (daily, weekly, monthly)

Volume Metrics

Total tickets received
Tickets by status (open, in progress, resolved)
Tickets by channel/integration
Peak hours and days

Team Performance

Tickets handled per team member
Average resolution time per agent
Customer satisfaction ratings
Most active agents

Webhooks

Configure webhooks to receive real-time notifications:

webhook-events.json

POST https://your-server.com/webhooks/emailrouter

Event Types:
- ticket.created
- ticket.claimed
- ticket.resolved
- ticket.replied

Payload:
{
  "event": "ticket.created",
  "timestamp": "2024-02-28T10:00:00Z",
  "data": {
    "ticketId": "ticket_abc123",
    "from": "customer@email.com",
    "subject": "Need help"
  }
}

SLA Management

Set service level agreements for response times:

sla-config.json

{
  "sla_rules": [
    {
      "priority": "high",
      "first_response": "15 minutes",
      "resolution": "2 hours"
    },
    {
      "priority": "normal",
      "first_response": "1 hour",
      "resolution": "24 hours"
    },
    {
      "priority": "low",
      "first_response": "4 hours",
      "resolution": "72 hours"
    }
  ]
}

SLA Alerts

Get notified in Slack when tickets are approaching SLA breach.

API Automation

Automate workflows with the API:

Auto-Create Tickets from Forms

Connect your contact forms to create tickets automatically via API

Sync with CRM

Create tickets in your CRM when resolved in Email Router

Scheduled Reports

Use API to generate weekly/monthly performance reports

API Reference

Troubleshooting