Route shared mailbox mail to agents
To route mail to agents, sign in to the shared mailbox as the Assignment User and open Settings, then the rules page. Create a rule, set the condition, such as From, To, Cc or Subject contains, and choose the action Assign to Group. Pick or create the agent group and save. Matching mail now goes to that group.
For: Assignment userWebTime-saving● Unique to XgenPlus
How to route shared mailbox mail to agents
- Sign in as the Assignment User of the shared mailbox and open Settings.
- Open the rules page and create a new rule.
- Set the condition, for example Subject contains "invoice".
- Choose the action Assign to Group and pick or create the agent group.
- Save the rule.
When to use it
At acme.in, all mail to accounts@acme.in with "invoice" in the subject goes to the Billing Agents group, and everything else goes to L1-Support.
Good to know
- The Assign to Group action appears only for Assignment Users.
- A group used in a rule cannot be deleted until the rule no longer uses it.
Common questions
What about mail that is already in the mailbox?
When you create the rule you can choose to assign the existing mails to the group once as well.
Was this page helpful?
Updated 2026-10-28