You can create your own rule group for any e-mail queue, and you can create the rules within that rule group. Before you create your own rules and rule groups, you should understand the basic concepts concerning how KANA Response processes rules.
When an Incoming Message Rule routes a message to an e-mail queue, the message passes through the rule group for the e-mail queue before returning to the remaining Incoming Message rules. Likewise, if the rules for that queue route the message to another queue, the message passes through the rules for that queue, then returns to the rules for the first queue, then returns to the Incoming Message rules.
KANA Response applies all rules for a queue to a message that arrives at that queue, unless the Stop processing option is selected for that rule. It then executes the rules whose criteria are met, assuming none of the rules conflict.
If Stop processing is selected, then a message satisfying the criteria of the rule is not processed further.
If the criteria of a rule are satisfied, then its subrules are processed next. If the criteria are not satisfied, then the subrules are ignored.
If the actions from a newly satisfied rule conflict with actions applied from a previous rule, then the previous rule's actions takes precedence.
The order in which actions appear in the rule determines the priorities of the actions. For example, the first action in a rule has the highest priority.
Only one of the following actions, the first one that KANA Response encounters, can be applied per message within a single rule group:
Route
Close Without Response
Forward and Track
Redirect
Auto Respond
Only one Acknowledge action can be performed on a message. The first one encountered is performed.
Within each rule, all Categorize actions are performed, regardless of the failure of other actions in the rule. This is important if a category is used to record the fact that an action was taken.
If no workflow action is taken on a message processed by the Incoming Message Rules, then the message is routed to the General Pool.
In the following situations, a workflow action is assigned to a message before the message is processed by the Incoming Message Rules:
If an incoming message is a response to a Collaboration or Forward and Track request, then the message bypasses all rules. See the online help for KANA Mail for more information on Collaboration and Forward and Track features.
If a message is one of a group of messages from the same customer within a designated time window, the message is routed to the same user or queue in which the first message in that time window was routed. The new incoming message is also assigned the same case ID as the first message. See Mail Settings for information on setting the value for the time window.
If the message is a reply to a response from the KANA Response system and arrives with a tracking number in the subject line, then that message is assigned to the same case as the original response. If the Keep ownership option is selected in the Categories window or the message enters the system within the number of minutes specified in the Assign Same Case Number within this time option, then the message is routed to the KANA Response user who completed the original response.
If the first incoming message in a case was answered by an autoresponse agent, the second incoming message is not sent to the same autoresponse agent. This prevents your customer from receiving the same autoresponse twice.