Routing & automation

Conversations that are idle for too long get a polite closing message and move out of the inbox. Reopen on reply.

An auto-reply acknowledges a customer the moment their first message arrives. It buys time and sets expectations. Disabled by default for a reason.

Tell Ochre when your team is on. SLAs pause off-hours, and auto-replies can switch to a different message. One setup, two effects.

Set first-response targets per priority. Get warned before a miss, get notified on a breach. Office hours are honored automatically.

Routing rules match inbound conversations against conditions and apply actions automatically. Here is what you can match on, what you can do, and how to order them so they actually work.

Routing in Ochre turns inbound conversations into the right assignment, priority, and response automatically. This is the map of how the pieces fit.