Email Routing Rules

After you've authenticated at least one email address with your email service, as outlined here, you'll be able to define email routing rules to get emails to the best skill based on the email content.

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First things first

For the best results while following this article, please have the desired target skill groups built first.
You can learn how to build a new skill group by following our article: Add a New Skill Group

Note: skill groups can be used for calls, chats and email so you may see some settings that don't apply to email.

Email Routing

1. First, as an admin, navigate to Routing Configuration►Email Routing
   
2. It is a good practice to define a default skill group to capture any email that does not meet the criteria of any defined rules (which you will define shortly). To set the default skill, select it from the drop down list by "No Routing Rules Matched".
   
3. Next select the "+" button in the top left to add a new Routing Rule
4. Review the field options below for a better understanding of the rule(s) that will be best for your needs
5. Select "Save" then "Make Live" when done.

Routing Rules

Destination Skill:

Here you will select the desired skill group to handle emails that meet the rules as defined in the rest of this menu

To Email Address (optional):

Here you can enter one of the email addresses you authenticated in the earlier phase of setup to set up unique routing rules for each. If you only authenticated one email address, this field is not necessary

Subject Keywords

This focuses on the subject line (title) of incoming emails. If you would like emails with a key word or phrase in the subject line to route to the target skill, enter the word(s) here. Press tab after the word or phrase is complete. Then you'll be able to add additional words. A common example would be sending emails with the word "urgent" in the subject line to a skill better equipped to handle escalated emails.

NOTE: All keywords entered here must be in the email subject line to meet the rule

Body Keywords

This focuses on the body of the incoming emails. If you would like emails with a key word or phrase in the body to route to the target skill, enter the word(s) here. Press tab after the word or phrase is complete. Then you'll be able to add additional words. A common example would be routing emails with the word "quote" to a team equipped to handle quotes.

NOTE: All keywords entered here must be in the email subject line to meet the rule

Routing Rule Name

Give this rule a name that will be clear and concise for recognizing it among a list of other rules.

Here is an example of a routing rule: