Automated email detection rules tell the system how to identify incoming automated emails which need to be processed. The detection rule includes the Sender's address and a word/phrase in the email's subject line.
In the Automated Email Detection Rule area, click New. The following window will open:
Automated Email Detection Rules Window
In this window you define a the Email Detection Rule:
| • | The Sender - Enter email addresses here that you want the system to use to identify emails arriving from this address as automated emails. Note that emails which are detected as automated will not be processed as "regular" incoming customer emails in the Email Connector. |
| • | Word/phrase in the email's subject line - Enter words or phrases here that you want the system to use to identify email with these words/phrases in the subject line as automated email. |
Note that you can create rules that use either of these conditions, or both. If both conditions are defined for a rule, the AND operator between the two will be used (i.e. both conditions need to be met in order for the rule to return a positive result and identify the email as automated). By narrowing the rule with two conditions, you can ensure that the right emails are being identified as automated email..
After clicking OK, the rule will appear in the detection rules section as follows:
In this example, any email which comes from alerts@externalsystem.com, and contains the word "Alert" in the email subject line will be detected and identified as an automated email.
When the system detects such an email, it processes it according to the following rules (see Account Detection), and creates a Ticket for the detected Account.