Emergency email routing

Scenario

In some usage scenarios, it is necessary to automatically mark certain emails as important based on specific conditions, prioritize them for customer service staff, or assign dedicated agents to improve service efficiency.

How should this be planned?

If you have similar needs, you may want to refer to the "Emergency Email Assignment" example when creating a script; we will explain according to that example below.

According to the example, we can try to understand the design process through steps ① and ②, which are:

① Matching email keywords

Use the condition feature to determine when an email's subject or content meets an emergency status and set a high assignment weight to prioritize customer service; in the example, when the email subject contains the keywords "urgent" or "warning," a specific process is triggered.

The actual conditions that can be set include the following, and can be adjusted according to your preferences:

• Email subject

• Email body

• Sender

• Recipient

② Other emails

Emails that do not meet the emergency status can be routed into the system and assigned according to entry time following normal service procedures.

③ Set high priority

Increase the priority of emergency emails to 1000; the longer they remain in queue, the more they will be prioritized and assigned to a specialist.

Result confirmation

You can check the assignment weights of conversations in the dashboard's "Conversation Queue" and see that emails that meet the conditions have been marked with the configured value of 1000.