Email Rules
Overview
Syntelate XA's email rules allow you to automatically perform actions on inbound emails before they reach an agent.
Note: In Syntelate XA version 2.13.0 and above, the definition of inbound email in the context of email rules includes inbound replies to an existing chain. In earlier versions of Syntelate XA, email rules are not applied to inbound replies that are part of a chain.
For example, create a rule to monitor a mailbox for emails containing specific words in the message body and route them to a particular agent group.
The Email rules configuration pane displays a grid listing your email rules and their criteria, rule actions, and properties. The rightmost column displays tools for editing, saving, and deleting each rule.
Note: After you create, edit, or delete a rule, you need to activate those changes by restarting the Inbound Message Gateway service.
Criteria
The criteria tell Syntelate XA what information to find in inbound emails. Some criteria accept multiple values.
If you specify multiple values, they will be processed according to Boolean OR logic. This means that only one of the values needs to be present in the inbound email for the rule to be applied.
Some criteria are required, some are optional.
| Criterion | Type of input | Description |
|---|---|---|
| Mailbox (required) | Dropdown |
Guidance: Select the mailbox to which the rule should apply. (If you forget to specify a mailbox, the rule will be ignored.) Result: The rule will be applied to emails sent to this mailbox. Note: To set up an email rule for multiple mailboxes, you must recreate the same rule for each mailbox. |
|
Email address |
Text box |
Guidance: Input all or part of the email addresses that you want this rule to apply to.
Note: *hotmail* will match on all email addresses from hotmail domains, such as @hotmail.com and @hotmail.co.uk. While *@inisoft.co.uk will match on all email addresses from the domain @inisoft.co.uk. EXAMPLE *hotmail*; *@inisoft.co.uk; *yourcompanydomainname*; Result: Matched inbound mail messages will have the rule applied to them. |
| Contact list | Text box |
Checks if the sender’s email address is on the specified list of contacts. Use when you want to check if a sender’s email address already exists in your database. (Compare with Email address.) Guidance: Enter the names of the relevant database table and field, concatenated by a full point. EXAMPLE
Where Result:Syntelate XA searches the specified field for a matching email address. |
| Subject | Text box |
Checks if the Subject of the inbound email contains the specified values. Guidance: Enter the words or fragments that you want Syntelate XA to find in the subject of inbound emails.
Result: Any matched inbound emails will have the email rule applied to them. |
| Body | Text box |
Checks if the body of the inbound email contain the specified values. Guidance: Enter the text that you want Syntelate XA to find in the body of the inbound email.
Result: Any matched inbound emails will have the email rule applied to them. |
Rule Actions
Specify the actions that you want the rule to perform on the mail messages that match your criteria.
| Rule actions | Type of input | Description |
|---|---|---|
| Agent group | Dropdown |
Guidance: Select an agent group to assign to the inbound email. Result: The Worklist Engine will pass the interaction record to an agent in this group and Syntelate XA will update the LKTL_AGENTGROUPNO field of the interaction record. If no agent group is specified, and a match is found, then the mail message is added to the default agent group mail queue. Tip: The default agent group mail queue is set using mailbox preferences. Those are created in Studio when the email message gateway is first set up. Usually, Studio is configured by a technical user. If you need to change the default agent group mail queue, you should speak to your manager. |
| Auto-reply | Text box |
Guidance: Enter the snippet Number for the snippet that you want to be inserted into the body of the email message. Tip: Use the Snippets grid provided on the Email rules pane to find a snippet number. The grid shows you a preview of the snippet content, too. Result: The snippet will be inserted into the body content of the auto-reply email, which will be sent whenever the inbound emails match the conditions specified in the rule. Note: Whenever a snippet is used, its number is recorded in the LKTL_SNIPPETS field of the INTERACTION_X table. |
| Major reason | Dropdown |
Guidance: Select a major reason to assign to the inbound email. Result: Sets the MAJORREASON field of the interaction record. |
| Minor reason | Dropdown |
Guidance: Select a minor reason to assign to the inbound email. Result: Sets the MINORREASON field of the interaction record. |
| Priority | Text box |
Guidance: Enter a number from 1 to 99, where 1 represents the highest priority level. Result: Sets the LKTL_CBPRIORITY field of the interaction record. All emails that the rule applies to will be assigned this priority. Syntelate XA’s Worklist Engine uses the priority to decide which interaction records to pass agents next. |
| Set complete | Checkbox |
Guidance: Select the checkbox to mark the email as complete. Result: If selected, the setting updates the LKTL_COMPLETED field of the interaction record to true. |
| Completion code | Dropdown |
Guidance: Select a completion code to assign to the email. Result: Updates the LKTL_COMPLETECODE field of the interaction record. |
| Email rules field | Grid |
Guidance: Tell Syntelate XA to insert data into the interaction record for the email. For example, you could use this to create an email rule that automatically updates an interaction record when a customer asks to unsubscribe from a mailing list. To do that, create an email rule that looks for the keyword "unsubscribe" in the subject line of incoming mail, and add a field called Result: Updates the specified field of the interaction record. |
Properties
Rules have properties that determine in what order they run, how often they run, and under what condition they stop running.
| Property | Type of input | Description |
|---|---|---|
| Sequence | Text box |
Guidance: Enter a number representing the order in which this rule should be run in relation to your other rules (if any). You can use any number, e.g., 1, 25, 73, 100, 500, etc. Result: Rules with a lower sequence number will be run before those with a higher sequence number. Note: If you have two rules and each specifies different values for the same settings, the rule with the higher sequence number overrides the setting made by the rule with a lower sequence number. |
| Always run | Text box |
Guidance: Enter true or false. Use in conjunction with Auto-reply when you need to set up auto-reply email messages. Result: If true, then this rule will run continually. If a match is found, the other actions specified in the rule are run, and the rule will check new incoming mail messages. |
| Stop on match | Text box |
Guidance: Enter true or false. This action tells Syntelate XA to stop processing subsequent email rules when any condition in this rule is matched. (Obviously, if you only have one rule, you won’t need this action. It’s designed to provide control over the processing of multiple rules.) Result: If set to true, if the rule matches an inbound mail message, Syntelate XA stops processing any subsequent rules, and the other actions specified by the rule are performed. Note: If no rule specifies an agent group, then after the Stop on Match action is performed, the mail message is added to the default agent group mail queue. |
Warning: If you delete an email rule, it is permanently gone and cannot be retrieved. If you accidentally delete one that you need, you must recreate it.
Snippets Grid
The Snippets grid is a reference aid for use when specifying a snippet to use in Auto-reply. Use the grid to find the Number and Title of a snippet and view a preview.
Tip: See Snippet Editor to learn more about Syntelate XA snippets.