Answer
Automatic rules can evaluate the sender, subject, reference numbers, barcodes, document content or known relationships. Clear-cut cases can be assigned directly. Uncertain matches should appear as a suggestion or an exception to clarify, instead of silently ending up in the wrong customer order.
Quality depends heavily on the incoming documents. A clean order reference is easier than free text without a number. OCR or AI can extract content but cannot guarantee factual accuracy. For important cases, a verifiable approval therefore remains sensible. The system should show why an assignment was suggested and how employees can correct it. Corrections can improve later rules but do not replace responsibility.
As of 3 September 2026
Further reading
Related topic: Workspace: Inbox and cases