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Routing email messages in VisNetic MailFlow (Page 4 of 9)
Once an email message enters the VisNetic MailFlow system (and is subsequently stored in the database), the message gains the attention of the VisNetic MailFlow routing engine.
The routing engine's responsibility is to:
- Associate email messages with existing or newly-created tickets
- Route tickets (and associated email messages) to the appropriate destination (ticketbox) and optionally assign ownership to an agent
- Apply automatic processing, such as auto-reply, copy forwarding, or deletion
Any number of routing rules can be defined within VisNetic MailFlow; they are applied to an inbound message, in order of definition, until a routing rule effectively processes the message. If no routing rule is capable of handling an email message, that message is sent to a pre-defined "unassigned" ticketbox to be processed by an agent at later time.
Routing rules have powerful text-matching capabilities which can route messages according to their "To" and "From" email addresses, as well as email message text, such as the message body, subject, headers, or a combination thereof.
Benefit: Routing rules empower your company with the ability to proactively route email messages to specific agents & ticketboxes. In this way, routing rules can help insure the timely handling of inbound correspondence by the appropriate personnel.
Tickets and email messages
The concept of tickets within VisNetic MailFlow reflects the natural course of customer interactions, in which threads of email correspondence comprise the experience customers have with your organization.
Company representatives (or agents) must be able to track customer correspondence in order to provide customers the kind of service they expect and demand. This is especially true when a customer has the potential to communicate with multiple agents within your organization.
VisNetic MailFlow solves this problem by organizing messages into logical tickets. Each ticket contains one or messages concerning a specific incident or dialogue with a customer. At any point, a history of communications with any user is available to any agent.
Further, VisNetic MailFlow tickets have a range of other useful features and properties, such as:
- Ticket status, which indicates whether the ticket is open, closed, on hold, etc.
- Ticket priorities, adjustable by inbound message priorities or set by routing rules
- Instant access to critical contact information, as well as communications history
- Ticket notes for private, internal use
- Powerful, integrated ticket search technology
- Flexible sorting and filtering mechanisms
- An integrated "trash can", which acts as a safety net for deleted tickets
- Ticket escalation; agents can "escalate" a ticket to a designated supervisor as needed
In addition, the messages that tickets contain are, in and of themselves, a robust construct within VisNetic MailFlow, allowing for:
- Inbound and outbound message attachments, with an ability to process nearly any attachment protocol
- Robust usability, similar to today's best email client software
- Excellent flexibility; messages can easily be moved from one ticket to another
- Integrated spell-checking, to help ensure quality communications
- Much more…
Benefit: Tickets allow for improved accuracy and efficiency in customer relations, without losing the power and ease-of-use of traditional email.
Next
Handling tickets in ticketboxes
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