The following table lists the standard attributes defined for KANA Response rules. You can also make custom attributes for any custom fields you created in Content Administration.
Attribute |
Description |
Type |
Returns true if any category confidence level returned by the Classify server satisfies the specified percentage. This attribute requires a Classify license. |
integer |
|
The number of characters in the body of the message. |
text |
|
The case number of the incoming message. Case ID is not available for Filter Group rules because these rules concern messages that have not been added to the Response database and, therefore, do not have case IDs. |
integer |
|
It is the category that is used wherein the text is modified by the agent. Applicable only for outgoing messages. |
text |
|
Query the probability of a particular category for a given message. This attribute requires a Classify license. |
integer |
|
The agent that completed the message. Applicable only for outgoing messages. |
text |
|
Indicates whether the incoming mail's contact is General or Premium. |
Boolean (true or false) |
|
The date an incoming message arrived in the KANA Response system. Use the Select icon to pick a date from a calendar. |
date |
|
The date on which the rule is being processed. |
date |
|
The time at which the rule is being processed. |
date |
|
Ties a KANA Response case to a case from a third-party system. Use of this attribute requires programmatic integration of the two systems. |
integer |
|
All text contained in the fields of the message header. This text includes the following fields: From, Date, X-mailer, and return address. |
text |
|
The text contained in the body of the message. This text excludes the text in the message subject and header. |
text |
|
If the message has the high priority flag enabled on it. If a customer mails from e.g. Microsoft Outlook and marks the message as high importance this rule attribute will detect that. |
Boolean (true or false) |
|
Whether the incoming message was received by a mailbox which has the incoming force folder enabled. This option can be enabled or disabled for each mailbox in the KANA System Administration. See About POP mailboxes. |
Boolean (true or false) |
|
Whether the incoming message was sent to the specified POP mailbox. See About POP mailboxes. |
Boolean (true or false) |
|
The text included in the subject line of the message. |
text |
|
User defined labels. |
Boolean (true or false) |
|
This option allows you to set rules based on links. If a message contains links, then a rule can be defined with a corresponding Action. |
text |
|
The SOAP mailbox group to which the message belongs. This attribute routes messages from a specific mailbox group to a specific queue. |
text |
|
The elapsed time in minutes, hours, or days, since the message entered the KANA Response system. |
integer |
|
This rule attribute takes a language name as a parameter and tests whether the language of the message is the same as the specified language. |
text |
|
This rule attribute tests whether the message has been categorized with the specified category. |
text
|
|
Whether the message is of the specified type. Valid types are reply, auto-reply, bulk, and bounced. |
Boolean (true or false) |
|
The text contained in the body of the outgoing message. This text excludes the text in the message subject and header. Applicable only for outgoing messages. |
text |
|
The recipients’ email or the selection from to, cc, bcc, collaborate, forward, and redirect list. Applicable only for outgoing messages. |
text |
|
The recipients’ name or the selection from to, cc, bcc, collaborate, forward, and redirect list. Applicable only for outgoing messages. |
text |
|
The text included in the subject line of the message. Applicable only for outgoing messages. |
text |
|
The age of the messages in the specified queue. |
integer |
|
The number of messages in the specified e-mail queue. |
integer |
|
The POP mailbox address or alias address to which the incoming message was sent. |
text |
|
The POP mailbox or alias name as defined in the KANA Response system. |
text |
|
The e-mail address of the customer who sent the message. |
text |
|
The name of the customer who sent the message. |
text |
|
The incoming message's header, body, and attachments. |
text |
|
The number of characters in the source of the incoming message. |
integer |
|
The number of characters in the subject line of the incoming message. |
text |
|
The description of the user that completed the message. Applicable only for outgoing messages. |
text |
|
The look and feel of User Interface of the Agent, gives a variation. |
|
Note : If Response is integrated with Response Live, there is a list of Chat Attributes applicable to Chat.
Learn about rules and rule groups.
How do I use a regular expression in a rule?
Are there any tips on using rules?