Admins can change how Kolleno matches incoming emails to customers. To learn what each rule does, see How Kolleno Assigns an Email to a Customer.
Only admins can change the assignment rules. A change applies to new emails only. Emails that already have a customer stay where they are.
Open the assignment rules
Go to Settings > Emails.
Click the Assignment logic tab.
Under How incoming emails find their customer, you see the rules in the order Kolleno checks them. The rules under Always checked first are fixed. To read what they do, click What is this?. A rule that is off is crossed out and marked Off. Any email that no rule matches goes to Unassigned communications.
Change the rules
Under Adjust rules, click Adjust manually.
Make your changes:
Change the order: drag a rule up or down. The first rule that finds a customer decides. The rules that are always checked first stay at the top, and Maestro's best guess stays last.
Turn a rule on or off: click its toggle.
Change the settings of a rule: expand the rule. See Rule settings below.
Optional: click Test changes to see where your recent emails would go with your changes. See Test Assignment Rule Changes Before You Save.
Click Save changes.
You see Rules updated. To see the new version in the history, click View details.
Save changes is available only after you change something. If you close the panel before you save, Kolleno asks you to confirm before it discards your changes.
Not sure what to change? Maestro can suggest changes from a short description of the problem, or from the emails your team moved. See Ask Maestro to Improve Your Assignment Rules.
Rule settings
From an AP platform or your own domain
When the sender is on an accounts-payable platform 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.
Default AP portal domains: Kolleno keeps this list of common platforms, such as Bill.com, Ariba, Coupa and Tipalti. You cannot remove them.
Your own company domains: add any other domain your team sends from, such as a sister brand or a parent company. Type the domain, for example yourcompany.com, and click Add domain. You can add up to 50 domains.
Why add your domains: if a colleague forwards an email to Kolleno, and that colleague is saved as a contact on a customer, the email could go to that customer.
Sender is a saved contact
Choose what happens When the sender is a contact on more than one customer:
Option | What happens |
Check the subject line first | The next rules decide, for example from an invoice number in the subject. Use this if brokers, agencies or shared billing inboxes email you about several customers. |
Use the contact anyway | The email goes to the first customer the contact belongs to. This is the default. |
Send to unassigned communications | The email goes to Unassigned communications for a collector to confirm. Maestro does not assign these emails on its own. |
Reference in the subject
Choose what Kolleno looks for in the subject line: Invoice number, Customer reference and Customer name. By default, invoice numbers and customer references are on, and customer names are off. A customer name matches only when one customer has that name.
Clues in the email content
This rule is off by default. It reads only the text the sender wrote, not the earlier emails quoted below it. It looks for:
Open invoice numbers, such as INV-1045 or #1045. A short number on its own, such as 1045, counts only after # or a word such as "invoice" or "ref". The email goes to a customer only when all the invoices found belong to that customer.
Your customer references, if you enter a Customer reference pattern. Kolleno tries these only when the invoice numbers do not find one customer.
The customer reference pattern is a regular expression, for example A\d{8}. Leave it blank if you do not want Kolleno to look for customer references. Kolleno skips emails that list a very large number of references, such as statements.
If Kolleno has turned off customer reference matching for your account, a message shows in these settings and customer references are not used.
Maestro's best guess
Under How much Maestro assigns on its own, choose how confident Maestro must be before it assigns an email:
Option | What happens |
Only when sure (90%) | Assigns only clear emails. More emails go to Unassigned communications for a collector to confirm. |
Balanced (80%) | Assigns most emails it can place and leaves the unclear ones. This is the default. |
Assign more (60%) | Assigns almost all emails. Collectors review less, but some emails will go to the wrong customer. |
In Instructions, you can tell Maestro what to look for, in up to 2,000 characters. For example: "If an email mentions a remittance advice, read the customer name from the attachment."
If you turn this rule off, Maestro does not assign emails. It still adds a suggested match to emails in Unassigned communications.
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. If it is off, Maestro only suggests a customer.
Reset to the Kolleno defaults
In the Adjust manually panel, click Reset to defaults.
Click Reset to defaults again to confirm.
Kolleno saves its default rules immediately as a new version. This also removes your own company domains, the Maestro instructions and threshold, and the customer reference pattern. Earlier versions stay in the history.
See the history and restore a version
On the Assignment logic tab, click View history.
The newest version is at the top and is marked Current. To see more versions, click Show older versions.
To see a version, click Show rules or More details.
To go back to a version, click Restore. Kolleno shows what will change. Click Restore rules to confirm.
A restore applies to new emails only. You can switch back from the history at any time.
If someone else changes the rules at the same time
If another admin saves the rules while your panel is open, you see "Someone else changed these rules." Click Reload to get the latest version, then make your changes again.