Automatically triaging emails

Incoming emails that get converted to new Email Cases can go through additional automatic actions such as being automatically assigned or responded to. Every incoming email will go through all the Email Routers in order until it finds one that applies.

Steps to configure

On the top right, navigate to
→ ServiceJourney
On the left, navigate to
→ Case Management → Admin Settings → Email Routers
Click on the
next to one of the Email Routers and select Quick Modify
Fill out the fields as needed, explanation of the settings are below
Click Save

Email Routers Properties

Property	Description
Order	Unique identifier to set the order of precedence when processing the router rule. Example: 1 (First), 999 (Last)
Active	Flag to indicate if this criterion is active or not.
Rule Name	Name of the router rule
Rule Description	Description of the router rule
Rule configuration
Rule Type	Set the scope to search for the Criteria. Default options are Default (Catch-All), Body, Subject, To, From, CC, Recipients.
Condition	Set the condition for the criteria. Default options are IS, CONTAINS, and REGEXP
Criteria	Text or RexExp to search in the Rule Type (for example, Body). Example: SUE THE BANK; SUSPICIOUS TRANSACTION
Case Attribute Name	If a value is found from a RexExp, the result will be stored in the case attribute name set here. For example, CONTRACTNR.
What is the SLA when the rule is valid?
SLA Unit Type	Define the SLA in the selected Unit. Units are defined in the dictionary Unit Type. Example: WORKHOUR
SLA Units	Set the number of units for the SLA. Example: 3 (WORKHOUR)
What to do if rule applies?
Distribution Queue	Name of the distribution queue
Case Type Config	Define the Case Type for the new case.
Reject Email	Check if the email is rejected and not further processed
Skills	Set the Skills to assign for the new case
DCM Team	Select the DCM Team for the new case
Close after Create	Check to close the case after creation. Use this feature to register the incoming email but not process it.
Priority	Select the DCM Priority for the new case. By default is NORMAL.
Genesys Priority	Set the value of the Genesys Priority for the new case. By default is 0.
How and which reply to send?
Distribution Channel	Name of the Distribution Channel to use for the Auto-Reply. Distribution Channels are defined in Distribution Channels Config.
Auto Reply	Set the Letter Template to use as Auto Reply from the dropdown list. The dropdown list shows only the published Letter Templates with Case as Root Object Type.
Outbound Address	Email FROM address.
If rule applies, execute this DCM rule:
Execute	Check to execute a DCM rule when the router rule finds a match.
Rule To Execute	Code name of the DCM rule to be executed.