Before you save a change to your email assignment rules, you can test it on your recent emails. The test shows which emails would go to a different customer. It also shows if the change fixes or breaks the emails your team already corrected.
A test does not move any emails. Your rules change only when you save.
Open the test
To test the rules you have now: go to Settings > Emails > Assignment logic and click Test rules.
To test changes before you save them: in the Adjust manually panel, make your changes, then click Test changes. For more about the panel, see Change Your Email Assignment Rules.
The test uses your 50 most recent emails from the last 90 days.
Filter the emails
Tab | What it shows |
Would change | Emails that your changes would send to a different place than the rules you have now. This tab shows only when you test changes. |
Moved by your team | Emails your team moved to a different customer than the one the rules pick. |
Unassigned | Emails that are in Unassigned communications today. |
All | All the emails in the test. |
To find an email, search by sender or subject.
Read the result for one email
Click an email to see:
Now: where the rules you have now send the email, and the rule that decided (Decided by).
With changes: where your changes would send the email.
A note that tells you if your changes get the email right, break an email that is correct today, or leave it with the wrong customer.
Click a customer name to open the customer timeline in a new tab.
Read the summary
At the bottom of the window:
Would change: how many of the recent emails would go to a different place.
Fixes: how many of the emails your team corrected the changes get right.
Breaks: how many emails that are correct today would go to the wrong place.
A good change fixes more emails than it breaks. When you test the rules you have now, the summary shows how many recent emails are with the customer the rules pick.
Test one specific email
You can test an email that is not in the 50 most recent. Copy the email ID from the customer timeline with Copy ID, then paste the ID in the search box. The email shows in the All tab.
Emails that wait for Maestro
Some emails show Maestro decides. These are emails that no other rule matched, so they go to Maestro's best guess. To see Maestro's answer, click Ask Maestro. Until Maestro answers, these emails are not in the summary counts.
If you see Try again in a minute, wait one minute and click Ask Maestro again.
Apply or go back
If you opened the test from the Adjust manually panel:
Click Apply changes to save your changes.
Click Back to changes to go back to the panel and continue to edit.
If you opened the test with Test rules, click Close.