Inbound email flows overview

Administrators and contact center managers can use advanced email routing capabilities in Architect to intelligently route and deliver incoming emails to the right queue based on a better understanding of the customer and intent.

To set up advanced email routing, create an inbound email flow in Architect and then select the flow in PureCloud > Admin > Contact Center > Email to direct incoming email through the flow to a specified queue. Depending on your flow design, you can configure an inbound email flow to route emails to a specific ACD queue, depending on who sent the email. You can also configure the email flow to route emails based on attachments associated with the email, keywords found within the subject or the body, and more.

Unlike call flows, inbound email flows do not have failure or success paths. In the event of an error, you can configure an action’s path; for example, adding a Disconnect action or transferring to a specific queue. Email flows do not include language settings, in-queue handling, or audio controls such as DTMF or text-to-speech.

To help familiarize yourself with inbound email flows, review the following pages:

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Email flow configuration and setup

Page	Features you can configure
Navigate an email flow	See examples, tips, and considerations to help maximize agent productivity and improve customer satisfaction.
Manage ACD email routing	Learn how to select the flow for email routing.
Create an inbound email flow	Learn how to create an inbound email flow, as well as other flow types.
Configure inbound email settings	Determine how the system handles auto-generated incoming email messages.
Manage data resources in the flow	In addition to editing variables and viewing usage, you can add and filter variables for email flows.
Set default event handling behavior	Determines how Architect behaves in the event of an error in the email flow.
Expression help feature	Learn how to access the built-in expression resource to assist when building email task expressions.
Work with expressions	Use expressions to build sophisticated and complex flow calculations by selecting variables and operators.
Architect built-in variables	See the list of Architect read-only, built-in variables for email flows.
Manage a variable	Edit a variable’s properties.
About Architect	Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.
Architect permissions overview	Architect permissions are based on flow design tasks, or job functions. An administrator from the PureCloud organization must assign the appropriate permissions to an Architect user.

Email flow actions and tasks

Icon	Category	Action	Description
	Data	Call Data Action	Retrieve information about a customer from default or custom data actions integration in PureCloud.
		Data Table Lookup	Retrieve data stored in a PureCloud data table.
		Get Response	Use with the Send Auto Reply action to send an automated reply to a customer
		Get Participant Data	Set up an attribute to retrieve from a call participant.
		Set Participant Data	Set an attribute value on a call participant.
		Update Data	Assign values to flow or task level variables.
	External Contacts	Get External Contact	Retrieve information about an existing external contact.
		Get External Organization	Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person.
		Search External Contacts	Find one or more external contacts based on your search terms.
	Send Auto Reply	Send Auto Reply	Send an email reply to a customer based on the inbound email interaction’s attributes.
	Set Screen Pop	Set Screen Pop	Select a predefined script and, if required, configure the input variables that store the selection made by the user at runtime.
	Logical	Decision	Direct the process branch, depending on whether or not a condition is true.
		Switch	This action is similar to a Decision action, and is easy to set up when multiple cases must be evaluated. Configure a switch action to specify what has to be done by Architect, when, and under which circumstances.
		Evaluate Schedule	Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups.
		Evaluate Schedule Group	Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups.
	Loop	Loop	Direct your to process repeat a series of actions before it goes on to the next action in your design.
		Next Loop	Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.>
		Exit Loop	Use the Exit Loop action inside of a Loop action to terminate the current loop iteration, leave the loop action, and continue the flow execution by moving to the following action.
	Change State	Change State	Jump the process directly to the beginning of a different state without any intervening steps.
	Task	Call Task	Use this action to call another task. When the called task completes, the configured output path determines how flow execution continues.
		End Task	End a task in a process.
	Transfer	Transfer to ACD	Use the Transfer to ACD action to transfer a caller into a queuing system.
	Disconnect	Disconnect	Provide callers with a graceful way to exit a menu system by disconnects the call immediately
	Wait	Wait	Pause the email process for a duration or until a time that you specify.