Default Email Inbound workflow

Description

The first step in the workflow is a;Variable Compare activity. This activity is configured to stop automatic responses from reaching the queue. The Variable Compare activity checks an incoming email’s Subject line. If the Subject line contains ‘Automatic Reply’, or ‘Out of Office’, but does not contain ‘RE,’ the email follows a branch for the matched condition identifying the email as ‘auto response’. A No Reply Email activity marks the email as requiring no reply, and a Terminate activity stops the workflow so that the email is not directed to a queue. This prevents automatic reply messages from bouncing back and forth between a customer’s email account and the email media server. You can modify or add to these ‘auto response’ conditions based on responses received by agents. To configure the Variable Compare activity to branch emails based on a different set, or an additional set, of conditions, see "Routing contacts with the Variable Compare activity".

If the email’s Subject line contains neither Automatic Reply nor Out of Office, the email follows a branch with activities routing emails to appropriate queues. In this default workflow, the branch is named ‘Email is not an Auto Response’.

This branch contains a Transfer activity. By default, the destination of this activity is set to the <<DestinationQueues>> variable, which compares all addresses in the To and CC field of incoming email to existing queue email addresses. For example, emails directed to the Sales branch would be transferred to the Sales queue, and emails directed to the Support branch would be transferred to the Support queue. Emails failing to transfer to a queue follow the Failure branch. We recommend administrators configure the Failure branch with activities so that a course of action is taken if a transfer fails. Emails transferred to the appropriate queue follow the Success branch. Once an email is transferred to the appropriate queue, a Terminate activity ends the Email Inbound workflow, and the Email Inqueue workflow executes. To configure the Transfer activity to direct emails to queues and queue groups in the contact center, see "Routing contacts with the Transfer activity".

The default workflow ends with three activities designed to notify administrators when emails are not successfully routed.

The first is an Email activity. Inbound emails reaching this activity have failed to reach a queue. For example, an email might reach this activity if the address in the email’s To: field was not recognized by the system. The Email activity is intended to notify an administrator that an interaction failed to reach a queue. To configure the Email activity with the administrator’s email address and to assign the Email activity to an SMTP server, see "Enabling mixed model routing".

The second is a Transfer activity. We recommend configuring this Transfer activity with a destination to receive emails not successfully routed to a queue. For example, an administrator can specify their email address as the Transfer activity’s destination. See "Routing contacts with the Transfer activity".

The third is another Email activity, nested in the Transfer activity’s Failure branch. This Email activity contains a message indicating that the final routing activity in this workflow has failed and that the interaction can be reviewed as a Failed item in Ignite. To configure the Email activity with an administrator’s email address and to assign the Email activity to an SMTP server, see "Sending emails with the Email activity". See also "Rerouting Failed emails".