The rules filter and distribute emails through the email channel. When a new email enters CCaaS, the configured rules will apply given conditions of the rules and administer those emails to available agents in the email channel.

At least one email address must be authenticated.

Accessing Email Routing

1. Log into Xima CCaaS with an account that have Supervisor or Admin permissions
2. Navigate to Routing Configuration > Email Routing
3. All added email routing rules can be viewed and managed from the popup

Managing Routing Rules

Adding a New Rule

1. Located at the top-right of the popup, click the to add a new email routing rule
2. Enter the rule information:
3. Destination Skill is the desired skill group to handle emails
4. To Email Address is the authenticate email address used to route emails on CCaaS
   1. If only one email address is authenticated on the platform, this field is not necessary and can be left blank
5. Subject Keywords are the words or phrase (keyword argument) of the subject line of an incoming email
   1. Complete each subject keyword to be added by entering the Tab key on the keyboard
6. Email Body Keywords are the words or phrase (keyword argument) of the body of an incoming email
   1. Complete each body keyword to be added by entering the Tab key on the keyboard
7. Routing Rule Name is the name of the email routing rule
8. Click Done to complete and add the rule

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Subject and Body Keywords

All subject and body keywords must be entered to meet the rule.

Applying Rules

Email rules are applied by ranks of the rule, where the top email routing rule is applied first before the next.