Be sure to add a From email for replies
Create a rule:
Go to Maintenance>Rules, Add New Rule
Add the conditions (keywords)
Then: Set to "Move to Folder" and highlight one or more of the folders
Once an email has been assigned, whether manually or automatically, the system notes will then track any action taken on the email such as open, close, reply, move to another folder, or adding a note. Any additional messages will be attached to that email thread, so in effect, the User has taken responsibility for the email and all follow ups from the customer.
Note: Additional conditions can be set on a rule, including time and day of the week, for very specific instructions on when to apply this rule. These conditions are for Monday through Friday (1 5), between the hours of 8am and 5pm (08:00:00 17:00:00).
Example of a Round Robin Rule: