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When a thread is created, check if the customer is enterprise tier. If yes, assign it to their account owner. If no account owner is set, fall back to the enterprise support team.
Route enterprise threads to account owners in Plain

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Setup

  1. Trigger: Set to Automatic, event: Thread created.
  2. Step 1 (Condition): Tier equals Enterprise.
    • No: End the workflow. Default routing handles it.
    • Yes: Continue.
  3. Step 2 (Action): Assign to user. Select your account owner tenant field.
  4. Step 3 (Condition): Assigned to checks if someone is now assigned. This confirms the account owner assignment worked.
    • Yes: End the workflow. The account owner is assigned.
    • No: Continue.
  5. Step 4 (Action): Assign to team. Select your enterprise support team label.
  6. Step 5 (Action): Add labels. Set Mode to Manual and choose Enterprise in Select labels.
  7. Step 6 (Action): Set priority. Set Mode to Manual and choose High in Set priority to.