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Routing & SLA
Get the right person on it, on time.
Lightweight routing and first-response targets without a maze of automation builders.
- Auto-assign
- SLA due times
- Business hours
- Spam detection
Everything you need to provide great support
- Rules by domain, subject, body, or mailbox
- Auto-assign to people or teams
- Default assignee and status after reply per inbox
- SLA due times agents can actually see on the conversation
- Business hours and auto-reply per inbox
- Lightweight spam scoring so junk doesn’t clog Unassigned
- Configured per inbox so each brand stays independent
Route once, then get out of the way
Match inbound mail to the right owner with conditions that match real email, domain, subject, unassigned state, then let agents work the queue.
SLA you can coach from
First-response targets surface where work is aging. Pair with business hours so overnight mail doesn’t falsely burn the clock.
See routing & sla in your workspace
Full product for 7 days. Then a clear paid plan. 14-day money-back on paid plans.
Routing & SLA FAQs
- What can routing rules match on?
- Common conditions include from-domain, subject, body, mailbox, and unassigned state, then auto-assign people or teams.
- How do SLAs work?
- Set first-response targets agents can see on conversations. Pair with business hours so overnight mail doesn't falsely burn the clock.
- Can each inbox have its own routing and SLA?
- Yes. Routing, SLA, business hours, and auto-reply are configured per inbox so brands stay independent.
- Do you detect spam?
- HelpWich includes lightweight spam scoring so junk is less likely to clog Unassigned.
Ready to try HelpWich?
Start the 7-day full-product trial and put routing & sla in front of your team.