> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/chatbot/scenario/example/importance-marker.md).

# Emergency Email Forwarding

## Scenario

In some use cases, you need to determine, based on specific conditions, which emails should be automatically marked as important, prioritized for customer service agents, or assigned to dedicated support staff to improve service efficiency.

The core of this kind of design is first identifying emails through "conditions," then deciding what action to take next. Therefore, besides raising priority, the same decision process can also be extended to routing scenarios for spam, specific senders, designated recipients, or specific content.

## How should it be planned?

If you have a similar need, when creating the script you may want to first refer to the sample "Urgent Email Routing"; next, we will explain based on the example.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2F7mSCRYj0No1zs8E6w6ZF%2F%E6%88%AA%E5%9C%96%202022-06-21%2012.44.55.png?alt=media\&token=b657a838-533e-4799-a2ab-2c02430c74b2)

Following the example, we can try to understand the design process with steps ① and ②, namely:

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2Fv3QxyzHN22vzYYTvIq1u%2Fimage.png?alt=media\&token=e2408e72-b961-4462-a5c2-7ac766293412)

### **① Matching email keywords**

Using the condition feature to determine when an email's subject or content matches the so-called emergency state, set a high dispatch weight so customer service agents handle it first; in the example, when the email subject contains the keywords "urgent" or "warning," a specific process is triggered.

The conditions that can actually be configured include the following, and you can adjust them as desired:

* Email subject
* Email body
* Sender
* Recipient

### **② Other emails**

Emails that do not meet the emergency criteria can be received directly into the system and, like normal service, be assigned according to the time they come in.

### ③ Set high priority

Increase the priority of urgent emails to 1000; the longer they have been in the queue, the more likely the urgent emails will be assigned to a specialist first.

## How else can the same decision process be applied?

The condition-based approach above is not limited to "urgent emails." As long as you first identify specific emails, you can design different follow-up processes according to actual service needs, for example:

* **Spam emails or specific senders**: Based on the sender address, subject, or content, route emails that meet the conditions into a separate workflow to avoid entering normal customer service handling; if the company already has clear blocking rules, you can also use them together with existing mailbox blocking or filtering settings.
* **VIP or key customers**: After identifying them by sender address or specific keywords, raise the handling priority or route them to a designated support agent.
* **Different business types**: Route emails to different teams based on recipient, subject, or content, such as billing, technical support, or order issues.
* **Special event notifications**: When an email contains specified keywords, mark it as high priority or route it to a dedicated handling workflow.

{% hint style="info" %}
You can think of this example as "first decide, then determine how to handle it." The high-priority setup in the example is only one approach; in practice, you can extend the same conditional logic to scenarios such as routing, tagging, assigning a specific handler, or combining it with mailbox-side filtering rules, depending on the company's service process.
{% endhint %}

## Result confirmation

You can go to the dashboard's "Conversation Queue" to check the conversation dispatch weight, and you will find that emails meeting the conditions have already been marked as the configured 1000.

![](https://3300265106-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FAglJw6kNQLAfbbeoWiqE%2F%E6%88%AA%E5%9C%96%202022-06-21%2013.57.29.png?alt=media\&token=739970c4-59ae-43a8-ad40-8003ccfce191)