Use Automatic Triage to qualify conversations as soon as they arrive in your Inbox.

Triage lets you apply rules the moment a conversation enters Crisp. You can use it to add segments, write custom data, mark messages as spam, or drop unwanted conversations before they clutter your team's queue.

Understand the two rule types

Automatic Triage is built around two kinds of rules.

Sort Rules

Sort rules automatically qualify a conversation by adding a segment or custom data.

That makes it easier to build filters, power routing logic, or send conversations to the right sub-inbox afterward.

Block Rules

Block rules are used to catch unwanted conversations. Depending on the action you choose, they can either mark the conversation as spam or drop it permanently.

If you want the full spam behavior explained in detail, read: How to configure the Spam inbox and retrieve emails?

Create your first Triage rule

Once you open the Triage interface, you can create multiple rules and control the order in which they are evaluated.

What you configure inside a rule

A Triage rule is built from these parts:

• Match logic → whether all conditions must match or only any of them
• Channels → to limit the rule to specific sources, or leave it global
• Filters → the conditions that detect the conversations you want to catch
• Action → what Crisp should do when the rule matches

Examples of useful filters include sender email patterns or message text patterns.

Use Triage to organize conversations

Sort rules are usually the first automation layer teams add, because they make the rest of the Inbox easier to manage.

Sort Rules are especially useful to:

• Add a segment to a certain type of conversation
• Feed custom filters with more precise criteria
• Route conversations to the right agents
• Redirect conversations to a specific sub-inbox
• Improve reporting and analytics later on

Useful companion guides:

• How can I create custom filters for my conversations?
• How does Routing / Assign work?
• How can I create sub-inboxes in my Crisp Workspace?

Use Triage to control spam and abuse

Block rules are useful when you want more control over the conversations that should never reach your team.

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

When a Block Rule matches, Crisp can:

• Mark the conversation as spam → it stays reviewable in the Spam inbox
• Drop the conversation permanently → it never appears in the Spam inbox

Updated on: 19/04/2026