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Applying Rules To Incoming Emails

In the HaloCRM platform, you can set email rules to specify different outcomes based on criteria for emails that come into the system.


There are several different types of email rules that you can use in the HaloCRM platform, which are set up by heading to the Configuration > Channels > Email and clicking into 'Email Rules':



You will then be presented with a list of the Email Rules that exist within HaloCRM out-of-the-box. (These however are not active so will not apply to incoming emails.) To create a new rule please click 'New', this is found at the top right-hand side of the screen.



Here, you will see an option to specify the 'Email Rule Type'. Below outlines what the most frequently used Email Rule types do:


  • Ignore Email - Any incoming email that matches the specified criteria will be ignored by the system.
  • Help Request - This rule allows for information from incoming emails to be mapped to existing fields within Halo, along with specifying a ticket type for tickets raised via these emails. Once a ticket type has been specified, you will be able to create field mappings via clicking the '+' highlighted:

If you have enquiries about how other email rule types, just let a member of our team know and we will be happy to walk you through these. 


You will then be presented with a window to specify the field to map, match type and start/end tags (the information contained between these tags is what the field will be populated with).


If applicable, you can also specify Asset Matching for this Email Rule type, which works in a similar fashion to the field mappings.


It should also be noted that HaloCRM provides the ability to have incoming emails raise a ticket with a given macro. This is done by making an email rule of type 'Apply macro' and selecting the macro you would like to use.



Once ready, you can hit 'Save' and this email will be active for any future incoming mail to your HaloCRM instance.

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