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Routing Email Replies From Customers to the Agent who Handled the Initial Request

about 13 years ago | Article no. 2058
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THIS ARTICLE APPLIES TO:

Moxie Channels NetAgent (Email) version 7.0 and later.

PROCESS:

Follow these steps to create an inbound rule that processes all incoming customer emails to be delivered to the agent who last replied to that customer and is already a part of that conversation, without causing an agent to receive every inquiry ever sent from that customer.
  1. Log in to the Moxie Channels Web Administrator with an account that has administration privileges.
  2. From the top menu, select Email then Global Inbound Rules.
  3. Click on the Insert button; fill out the rule Name and Description.
  4. Click on the Add Condition button, change the drop down menu from 'From Email Address' to 'Number of Replies' which is under the ‘Incident’ group in the drop-down menu.
  5. Under Caparison, select 'greater than or equal'.
  6. In the ‘Value’ box enter '1'. (This ensures that only email strings where the agent was the last agent to communicate with the customer are routed to the agent. New emails requests from this customer will be routed as they normally would.)
  7. Under the ‘Action’ section, click the Add Task button and change ‘Route to mailbox’ to ‘Route to agent’. Make certain the ‘Option’ selection is set to '**LAST AGENT**'.
  8. Click on the Insert button to finish creating the rule.

Note: If the agent is sick, or on vacation, no one else will see the newly routed message since it is deposited in the agent's personal mailbox. A best practice is to change the setting under System Mail Settings in the Moxie Channels Web Administrator to route these emails back to an appropriate mailbox for processing by another agent after a designated amount of time.

In System Mail Settings under the ‘Rate Settings’ section, enter a time in the Timeout emails in personal mailboxes after: field which still meets your business' response time requirements.

    Email > System Mail Settings

    Rate Settings

    Setting the time out period to 10 Weekday Hours means that after 10 hours of sitting unopened in a personal mailbox during a weekday, the message will be removed from the personal mailbox and deposited back into the original mailbox. If an email arrives on a Friday afternoon while the receiving agent is off, it will remain in the agents personal mailbox all weekend and will not be removed unless the agent is also off on the following Monday.

    Setting the time out period to 10 Consecutive Hours means 10 hours on any day of the year.

    AFFECTED SYSTEMS & USERS:

    Agents

    ADDITIONAL INFORMATION:

    ESCALATION PROCEDURE:

    If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.