The following table defines the actions you can use in KANA Response rules.
Action |
Description |
Value |
Send an automatic acknowledgment. |
Acknowledgment template name |
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Takes the categories returned by KANA Classify, filters out the confidence level or the top number of categories, and applies the categories to the message. A note is attached to the message indicating the confidence level returned by KANA Classify. This action requires a Classify license. |
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Send an automatic response, close the message, and keep the message in the database. An autoresponse is considered a response for reporting purposes. The agent does not need to take any further action. Note that autoresponses contain only the category templates specified in the autoresponse rule. Templates for categories applied by other rules do not become part of the autoresponse. |
Category hotkey or Template, Autoresponse Agent NOTE: You can enter multiple category hotkeys separated by commas. |
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This rule action performs an autorespond with all categories previously applied to the message. |
Category hotkey or Template, Autoresponse Agent NOTE: You can enter multiple category hotkeys separated by commas. |
Mark message as bounced and store it in the database. Bounced messages are outgoing messages that are returned to the system as undeliverable. |
None |
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Mark message as bulk; intended for an incoming message sent to a large mailing list |
None |
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Assign a category to the message. |
Category hotkey |
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Delete the message from the KANA Response system, removing all evidence that it ever existed. |
None |
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Execute a link, if the rule criteria specified is satisfied. |
Select a link from the execute the link drop down list. |
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Marks the message as high importance. This means that the high importance flag will be set and all mail clients which support this will show the message as high importance. |
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Marks or Unmarks the message as requesting a read receipt from the customer. This means that mail clients that have enabled sending read receipts that receive this message will send an acknowledgement when the recipient has read the mail. |
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This changes the outgoing mailbox of the message to a mailbox specified in the action |
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Marks or unmarks the message as keep case ownership for this message. |
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Forward to someone outside the KANA Response system and keep track of the message. Notifies the system if no action is taken, in which case KANA Response routes the message to the general pool. |
Recipient e-mail address and Autoresponse agent |
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Add a label to a message for one pass through the rules. The label is used during the session to trigger rules containing the Labeled As attribute. KANA Response deletes the label after the rules have been applied. Applicable for both incoming and outgoing messages. |
Any text, though KANA recommends no more than 50 characters. |
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This rule action allows additional text to be prefixed with the existing subject line. However, the final subject line needs enough space for the KMM number. Otherwise, the subject line is truncated to accommodate the KMM number. If the Subject line already exists, then it is not prefixed. |
Text field to enter additional subject information |
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No response necessary; does not route; closes immediately without responding |
Autoresponse Agent |
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Send to an external e-mail address with no tracking or notification; sent to a recipient as if it came from the original sender. If a Redirect template is created, then the template text is inserted into the message as it leaves the KANA Response system. |
Recipient e-mail address and Autoresponse Agent |
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Send to another KANA Response department or queue. |
Queue name or user name |
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Send message to an address stored in a selected custom field. |
Categories or Acknowledgment Template, custom field, mailbox, Autoresponse agent |
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Changes a regular message to a secure message or vice versa. Check to see if "Prevent rules from changing the confidential flag is checked on the Mail Settings window. Clear the check box if you want to use this attribute. |
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Populate standard and custom fields in the KANA Response database that can be viewed in the Customer Profile. The information that is used to populate the fields comes from a KANA Message Markup Language (KMML) message returned from a specified URL. If the set fields action encounters a field in the KMML message for which a custom field has not been created in the KANA Response database, a warning message appears in the log file. |
A valid link which can be defined in KANA Content Administration that returns a KMML message |
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Search and replace rule action allows you to replace text in the incoming and outgoing message. This way, sensitive data can be masked. Sensitive data includes such as social security numbers, bank account numbers, health related personal information, financial information or any company confidential information. Replacement can be by text string or by using regular expressions. You can even replace text within a nominated range such as html tags. Regular expression is a combination of characters and operators that specifies a pattern. You can use regular expressions with certain attributes in rules to match patterns in messages and replace with any String. Action is supported in Incoming, Routing and Outgoing Rules. A test tool is provided in Rule action panel, hence it can be tested before placing into the rule. For example a regular expression used for searching for a credit card number entered with spaces between the 4 digits is ([0-9]{4} [0-9]{4} [0-9]{4} [0-9]{4}). In the replace if xxxx xxxx xxxx xxxx is entered the credit card information will be changed to xxxx xxxx xxxx xxxx. As regular expression matching are typically slow in the rule processor and can increase the time of rule processing it is recommended to create a "cleansing queue" with a rule group which has a rule for search and replace. If a message arrives into the system with credit card information that needs to be replaced when an agent identifies the message route that message to the cleansing queue. The system will then automatically replace the credit card information. Alternatively this can be done in incoming message rules with the negative side effect of decreasing rule processor time speed. |
A valid valid regular expression search and a replacement pattern |
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Populate standard and custom fields in the KANA Response database that can be viewed in the Customer Profile. The information that is used to populate the fields comes from a KANA Message Markup Language (KMML) message returned from a specified URL. If the set fields action encounters a field in the KMML message for which a custom field has not been created in the KANA Response database, a warning message appears in the log file. This feature requires integration work supplied by KANA's System Integration partners. |
A valid URL that returns a KMML message |
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This rule action provides control over the reply-to address by allowing the administrator to enter a free form e-mail address or select from the list of available mail accounts. |
Text field to enter any valid e-mail address or a drop down list containing predefined POP mailbox accounts |
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Marks the message
as needs review and routes it to a specified queue or department.
This message will not be sent. This adds a review event
to the message’s history. |
Department or queue |
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Routes the message
back to the agent that completed the message Applicable for outgoing messages only |
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Appends a string
to the end of the notes field for a message |
Text |
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Adds a new recipient
by e-mail address to the To, Cc, or Bcc field |
Text field to input email address |
Note : If Response is integrated with Response Live these are possible actions for Chat.
Learn about rules and rule groups.