Configuring E-Mail Routing Rules | Top Previous Next

E-Mail Routing Rules are used to identify the agent and/or workgroup that will be responsible for handling the new Customer enquiry. You can manage the E-Mail Routing Rules on the Routing Rules tab of the E-Mail Queue administration window. Owner and Workgroup reference fields indicate which Agent or Workgroup will be responsible for handling the Customer enquiry. Use Route on Keyword field to specify the keyword that application will be looking for while applying the rule. Apply Filter to section identifies where the system is checking incoming e-mail message for the Filter Keyword(s). You can define the multiple Keywords and check several email properties to check for its presence. An example of a Routing Rule: Route incoming e-mail to’ Ticket Resolvers’ workgroup if ‘support@’ keyword is found in the To Address. After you set up the Routing Rule you need to add it to the list of Effective Routing Rules of the E-Mail Account. After that application will evaluate all effective Routing Rules one by one for each incoming e-mail message received from the mail server. If a Routing Rule evaluates to TRUE then a new Queue record will appear in all Workgroup members of Workgroup the message was routed to. In case Workgroup was not specified for the Routing Rule but the Owner was - then only the target Agent will receive the message on the My Queue screen. For each incoming e-mail that was routed to an Agent or Workgroup, the system will generate an incoming Interaction and Ticket with corresponding Owner, Agent and Workgroup values as defined in the Routing Rule. In case none of the effective routing rules were successfully applied for the incoming message then Default Routing Owner and Default Routing Workgroup fields of the Account object will be used. In this case only Interaction object will be created by the application without corresponding Ticket object. After that, a designated person (either specified in the Default Routing Owner or a member of Workgroup specified in the Default Routing Workgroup field) can review Queue messages and/or Interactions and create Ticket manually if necessary. In case no routing rule was applied and default routing owner and workgroup are empty for e-mail account then application will check IN_EMAIL_DEFAULT_CUSTOMER_ID System Property value and will try to link new Interaction to the corresponding Customer contact. If either System Property is not set or Customer contact doesn’t exist then incoming e-mail message will be discarded. For that reason it is recommended to always specify default routing values.