Route replies from existing customers to account managers

When someone from a current customer's domain replies to outbound, Master Inbox labels the thread Customer and forwards it to the account manager, so cold outreach never collides with an open account.

Routing and assignmentSales leaderRevOpsTeam plan

When

Incoming MessageAll channels

Only if

Domain is one of your customer domains

Then

Add labelsCustomer

And

Forward the emailForward to the account manager

Why teams run it

Account managers hear about it before a rep pitches someone who already pays you.

Set it up in Master Inbox

In Master Inbox, open Settings, then Workflows, and click Add a workflow.
Name it Route replies from existing customers to account managers.
Set the trigger to Incoming Message and choose All channels.
Add a condition: Domain is one of your customer domains.
Add the action Add labels: Customer.
Add the action Forward the email: Forward to the account manager.
Save the workflow and switch it to Active.

Or create it with the API

Everything in the workflow builder is also in the Master Inbox API. This request creates the same workflow. Replace the example ids with your own label, list and campaign ids from GET /workflows/filter-fields. This workflow also uses conditions: add them under trigger_config.conditions, as shown on the conditions page.

curl -X POST https://api.masterinbox.com/api/api-webhook/v1/api/workflows/create-workflow \
  -H "Authorization: Bearer $MASTER_INBOX_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
  "name": "Route replies from existing customers to account managers",
  "trigger_type": "incoming_message",
  "trigger_config": {
    "channel_ids": [
      "-1"
    ]
  },
  "action_configs": [
    {
      "action_type": "add_labels",
      "label_ids": [
        176480
      ]
    },
    {
      "action_type": "forward_email",
      "forward_email_addresses": [
        "[email protected]"
      ]
    }
  ]
}'

Full reference: workflow API guide and API docs.

Or ask Claude, ChatGPT or Grok to build it

Our workflow guide is written for AI agents to read. Give your assistant your API key and this prompt:

Read https://app.masterinbox.com/public-workflow-api.md and use my Master Inbox API key to create this workflow: "Route replies from existing customers to account managers". First call GET /workflows/filter-fields and look up my label, list and channel ids, then create the workflow and tell me what you set up.

Questions

How do I keep customers out of outreach altogether?

Add their domains to the domain blocklist. This workflow catches replies that slip through.

Can I keep the domain list current?

Yes. Update the workflow condition through the API from your CRM.

Can I build this workflow through the API?

Yes. Send the create-workflow request shown on this page with your Master Inbox API key. The API checks the payload first and lists every problem by field if anything is off.

Which plan includes this?

This workflow works on the Team plan. Every plan has unlimited users and starts with a free 7-day POC.