The Rules window guides you through the process of constructing rules using lists and free-form fields. You do not enter rules directly into the system.
The examples in this section describe only the resulting rules that appear in the Actions and Attributes section of the Rules window. See About rules and rule groups for information on how KANA Response processes rules.
Example Goal: If the message body contains the name of a product, route that message to the department that supports that product.
Example Rule:
IF incoming body contains 'product a'
THEN route to 'Product A : General Pool'
Example Goal: Forward responses from marketing promotion messages to the alias for the person in charge of promotions and track the status of the messages.
Example Rule:
IF incoming subject equals 'RE: Order Product A'
THEN forward and track to 'marketingpromo@mycompany.com' using agent 'Product A Agent'
In this example, "Product A Agent" is an example of an autoresponse agent, which is required if you use a Forward and Track action in a rule.
Example Goal: Delete junk messages before they reach an e-mail queue.
Example Rule:
IF incoming subject contains 'incredible deal'
THEN delete the message from the system
Example Goal: Route messages arriving at the Technical Support queues to appropriate subqueues.
Example Rules:
IF message was received by 'technical support'
THEN categorize as: support(spt)
(child rule) IF incoming subject contains 'product A'
THEN categorize as Product A
AND route to 'root : support-prodA'
(child rule) IF incoming subject contains 'product B'
THEN categorize as Product B
AND route to 'root : support-prodB'
IF incoming subject contains 'xyz'
THEN route to 'Root : xyz queue'
IF incoming subject contains 'xyz'
THEN close without a response using agent 'Close'
AND categorize as: no-reply
In this case, the message would be routed to the xyz queue and would be categorized as no-reply. However, it would not be closed without a response because a previous rule routed it, and only one such action can be applied.
IF incoming subject contains 'product A'
THEN categorize: prodA
(child rule) THEN acknowledge with the 'A-ack' template
(child rule) THEN route to 'root : queue ABC'
IF incoming body contains 'Product A'
THEN set KANA Form data from 'http://webserv/getstatus.asp?emailaddress=<merge name="e-mail address"/>'
In this example, if the body of the incoming message mentions Product A, KANA Response looks up the customer's account number on an external web server and stores that information in the KANA Response database.
NOTE: The Set Fields action requires integration work, which generally requires the services of KANA's System Integration partners.
Learn about rules and rule groups.
Are there any tips on using rules?