How to manage incoming email according to rules (Email Rules Engine)

Required permission: Permission Group > Account > Can Setup Rules Engines

Note: An Enterprise subscription is required.
  1. From the main menu of the operator client, go to Setup > Rules > Email Rules Engine Setup.

    Result: The Email Rules Engine window is displayed.

  2. On the Email Rules Engine, click New.

    Result: The New Email Rule window is displayed.

  3. Name the rule.

    Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.

  4. Set criteria.
    • Has Attachment
    • Email Account
    • Email Type
    • Subject Contains
    • Body Contains
    • User Email Address Contains
    • Destination Email Address contains
    • Anywhere Contains. This uses OR logic when looking for matches in any field ... Contains field (Subject or Body or User?s Email Address or Destination Email Address). Enter each string in a separate line in the input field . Strings on a single line are treated as exact matches, while strings on separate lines are treated as logical OR conditions by the engine.
    • Department

    The rules engine compares the properties of incoming email against the criteria and performs the rule's action when there is a match.

    Can you select multiple criteria? Yes. Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.

  5. To route an email when criteria are met, choose the following actions:
    • Folder, to send the email to a specific email folder
    • Department, to make the email available to members of a specific department
  6. To assign attributes to an email when criteria are met, choose the following actions:
    • Category
    • Status
    • Custom Field 1 or 2

    Result: These attributes are shown to operators as values in columns on the Email panel. Operators can use the information to make decisions about how to handle or organize emails.

  7. Save the rule.
  8. Continue to create rules.
  9. Arrange rules in the order they should be evaluated (Move Up, Move Down).
    Important: Rules are evaluated in the order they appear in the rules list.