My message came to me

The mistake

A routing rule matches any inbound message containing a colour word and forwards it to a single named recipient rather than to the design team's queue, so there's no load-balancing, no fallback, and no rate limit — volume scales onto one person unbounded. The rule also applies without checking sender or context, so it can't distinguish a customer complaint from an internal request about the rule itself. When Ines's own message asking to disable the rule mentions a colour, it matches the same condition and gets routed straight back to her, with no override or bypass path for the person the rule targets to escape it.