Creating email keyword rules


You use this procedure to create rules based on the keywords found in an e-mail message. With these rules you can:

  • Forward e-mails to predefined queues

  • Set skill requirements to e-mails

  • Set priority to e-mails.

For information about other e-mail settings on system, channel, or queue level, see Configuring System E-Mail Settings, Configuring Channel Settings, or Configuring E-Mail Settings, respectively.


You must have rights to modify the queue.


  1. On the System Configurator main screen, choose Queue Management > Queues.

  2. Search for the e-mail queue whose settings you want to configure.

    The search result list appears.

  3. Choose the queue by double-clicking it.

  4. Choose E-Mail Keywords.

    The table below describes the available options.

    Setting Description
    Add New If you have a row selected and you want to add a new rule, choose this option.

    If don't have anything selected, add a new rule by choosing the rule type and defining its settings.

    Delete To remove a selected rule, choose this option.
    Copy Keywords To copy keywords of a selected rule, choose this option. Keywords of the rule are copied, and you can define rest of the settings.
    Copy Keywords from Another Queue To copy keywords of another queue, choose this option. Queue search opens. Search for the queue and click Add and Save or Save and Close in the menu bar.

    Filter If there are several rule types, you can select which ones are displayed in the rules table.
    Save To save the rule you have created or modified, select this. Save the keyword rule also for the queue by clicking the Add and Save or Save and Close in the menu bar.

  5. In the Rules section, define the rule with the following settings.

    1. Choose the Type, after that the appropriate rule definition field is enabled.


      Rule Settings


      Change Queue: Forwards the message to another e-mail queue when the defined keyword match is found.

      Choose the Edit button at the end of the Change Queue row and search for the queue.

      You can add only one queue.

      Change Queue-type rules can be applied to all e-mail messages, for example to tasks created via Task Management Interface (TMI).

      The rule is applied only once when the e-mail is read from the server or a new activity has been added to the database via TMI or Online Integration Interface (OII). If e-mail is forwarded to another queue, keyword routing won't be done again when e-mail is registered to the target queue.

      Set Skill: Sets a skill requirement to the message where the keyword is found.

      For more information about skills, see Skills.

      Click the Edit button at the end of the Set Skill row, choose which skills are used, and define the skill requirement level.

      You can add various skills.

      If there are other skills set for the queue or extension, they are still applied as well but the level set by a keyword rule overrides the one set for the queue or extension for the same skill.

      Set Priority: Sets priority for the message where the keyword is found.

      For more information about priority, see Priority

      Enter an integer. The smaller the value, the higher the priority.

      This priority overrides the priority set for the queue or extension.

    2. To set Priority for the rule, enter an integer, for example 1 or 10.

      The field is mandatory but affects only to rules of the same type. If there are more than one rule of a type, they must have different priorities. The highest value (for example 100) rule has the highest priority.

  6. In the Keyword section, enter the words or a piece of text that are searched for in Subject, Body Text, Sender Name, Sender Address, or Recipient Address of e-mails.

    A keyword rule that is specified for Recipient Address is searched from the mailbox address and from the To address list of the message. This way messages sent using an email alias address are also found.

    1. You can add several words in one rule in the following way:


      Search Method


      Several keywords in a field separated with a comma (,)


      Body Text: support,help,problem

      If one of these words is found in body text, the rule is applied.

      Keywords in separate fields


      Subject: Contact Center

      Body Text: support,problem

      Sender Address:

      The rule is applied only if the message contains the following keywords in all of the following fields:
      • Contact Center in the subject field
      • support or problem in the body text
      • the sender address includes
    2. Select Enable Case Sensitivity if you want that the search takes into account lower-cased and upper-cased letters.

  7. Save your entries.

    The rule is added to the rules list.

Several simultaneous rules

If several rules match in the same e-mail, the following rules are applied:

  • If there are rules of different types, the Change Queue rule is always applied first, and possible skill and priority rules are applied in the queue where the contact is transferred to.

  • The rule priority affects only the rules of the same type.

  • If several rules of the same type match in a message, the rule with the highest priority of that type is applied, only.