Negative keywords block rules when specific phrases indicate the email is not the intended category.
Negative Keywords are rule exceptions that prevent incorrect automation triggers. For example, a rule may route emails mentioning “refund” to billing, but negative keywords like “refund policy question” might route to support instead. Adding negative keywords is a practical way to reduce collisions without making rules too complex. It’s one of the fastest ways to improve routing accuracy.
Related Keywords
negative keywordsrouting exceptionsavoid misclassificationrule tuninginbox automation