When an email arrives, Kolleno checks a list of rules in order. The first rule that finds a customer decides where the email goes. If no rule finds a customer, the email goes to Unassigned communications for your team to check.
Admins can see and change these rules in Settings > Emails > Assignment logic. See Change Your Email Assignment Rules.
Rules that are always checked first
These four rules always come first, in this order. You cannot turn them off or move them. They keep an email with the customer its conversation already belongs to.
Bounce notification: when an email you sent cannot be delivered, the bounce goes to the customer of the original email.
Reply chain tracking: a reply to an email you sent or received goes to the customer of that email.
Mailbox conversation thread: when your mailbox groups emails into one conversation, for example in Outlook, a new email in that conversation goes to the customer already assigned to it.
Hidden tracking tag: Kolleno adds a hidden reference to every email it sends. An email that quotes this reference goes to that customer.
Because of the conversation rule, one email on the wrong customer can pull a whole Outlook conversation onto that customer. If this happens, reassign the emails to the correct customer.
Rules you can change
After the fixed rules, Kolleno checks the rules below, in this default order. An admin can change the order, turn rules off and change their settings.
Rule | What it does | Default |
From an AP platform or your own domain | If the sender is on an accounts-payable platform, such as Bill.com, Ariba, Coupa or Tipalti, or on one of your own domains, Kolleno does not use the sender's address to find a customer. Other rules can still assign the email. | On |
Sender is a saved contact | If the sender is saved as a contact on a customer, the email goes to that customer. If the sender is not a saved contact, but you emailed that address before, the email goes to the customer you emailed about most recently. | On. If the contact is on more than one customer, the first customer is used. |
Reference in the subject | An invoice number, customer reference or customer name in the subject line picks the customer. | On, for invoice numbers and customer references. Customer names are off. |
Clues in the email content | Open invoice numbers in the text the sender wrote pick the customer, when all of them belong to one customer. You can also add a pattern for your customer references. | Off |
Maestro's best guess | Maestro, the Kolleno AI, reads the email and assigns the most likely customer when it is confident enough. If it is not, it adds a suggested match to the email in Unassigned communications. | On, set to Balanced (80% confidence) |
Maestro works only when Unassigned Communication Assignment is on in Agents control center > AI settings. For Maestro to assign emails on its own, Automatically assign communications when AI confidence is high must also be on there.
When no rule finds a customer
The email goes to Unassigned communications. If Maestro suggested a customer, you see the suggestion on the email. Your team can then assign the email to a customer.
If an email went to the wrong customer
To move it to the correct customer, see Reassign Timeline Events.
To see which rule assigned it, see Understand the Reason an Email was Assigned to a Customer.
If the same mistake happens again and again, an admin can change the rules, test a change on recent emails first, or ask Maestro to suggest a change.
A rule change applies to new emails only. Emails that already have a customer stay where they are.