The Triage feature is here to help you automatically qualify conversations as soon as they arrive in your Crisp inbox.

With Triage, you can create rules to automatically sort incoming conversations by adding segments or custom data, making it easier to organize, route, and process them from the start.

Triage also includes block rules, which can be used to mark certain conversations as spam or drop them instantly. We’ll briefly cover them in this article, but for the full spam-related behavior, see our dedicated article about the Spam inbox.

Getting started with Automatic Triage

Once you've opened the Triage interface from Settings > Inbox Settings > Automatic Triage, you will find two types of rules available:

• Sort Rules

Sort rules are used to automatically add a segment or custom data to your conversations. This allows you to categorize conversations the moment they land in your inbox.

You can then use that information in many ways, for example to:

• Create filters
• Assign conversations to specific agents
• Redirect conversations to sub-inboxes

• Block Rules

Block rules are used to mark conversations as spam, or to permanently drop them. They are useful to automatically catch unwanted or suspicious messages before they clutter your inbox.

If you'd like to learn more about how spam is handled in Crisp, how the Spam inbox works, and what happens to blocked messages, please refer to this article:

How to configure the Spam Inbox and retrieve emails

You can create multiple rules, which are evaluated in the order in which they are placed. When expanding a rule, you will find arrows at the bottom allowing you to change its priority.

For each rule, you can configure:

1. Whether all or any conditions must match
2. The channels the rule applies to (if none are selected, it applies to all channels)
3. The filters, where you define the rule conditions
4. The action to perform and its value

For Sort Rules, the action is to add a segment or custom data.

For Block Rules, the action is to mark the conversation as spam or drop it permanently.

A few examples:

• To detect all emails from the acme.com group, use Email From Address with Ends With @acme.com
• To detect a message containing offensive terms, use Message Text with Has Patterns and values such as jerk and idiot

What can Triage Rules be used for?

Triage rules are evaluated very early in the process: before Operator routing rules, Sub-inbox routing rules, and before Chatbot scenarios are triggered.

Sort Rules

Sort rules are the main way to automatically qualify and categorize conversations as soon as they arrive.

For example, you can:

• Add a segment to all emails sent from a specific domain, then create routing rules to assign them to the right agents:

How does Routing / Assign work?

• Add a segment and use it to redirect conversations to dedicated sub-inboxes for easier organization:

How can I create sub-inboxes in my Crisp Workspace?

• Add a segment to better filter, track, and monitor certain conversation categories in your analytics:

How does Crisp Analytics work?

Block Rules

Block rules are useful when you want to automatically catch spam, junk, or abusive content before it reaches your teams.

They can be applied across channels such as Email, Chat, Instagram, or WhatsApp.

If a conversation matches one of your block rules, it can either:

• Be marked as spam
• Be dropped permanently

For more details about spam handling and the Spam inbox, see:

How to configure the Spam Inbox and retrieve emails

Updated on: 06/04/2026