Inbound email flows overview


Prerequisites

The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > FlowView
  • Routing > Email > Manage permission 
  • Routing > Queue > Add, Delete, Join, and View permissions 

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.

Note: PureCloud attempts to route email message replies to the last agent who handled the email. The agent must be on queue and not be fully utilized on email interactions. If the agent is not available, PureCloud routes the interation to the next available agent. For more information about how to determine if an agent is fully utilized, see Configure agent utilization.

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.

Notes:
  • In Architect, the limit for string variables is 32K. For decisions using the email body, the system only uses the first 32K characters.
  • The maximum flow execution time is 3 hours. If the flow exceed this limit, it enters error handling.

PureCloud supports the maximum number of email recipients as follows:

Inbound email

  • To field: 50 email addresses 
  • Cc field: 50 email addresses  
  • Bcc field: 50 email addresses

Outbound email from an agent

  • 50 email addresses combined for To, Cc, and Bcc fields

Example:

25 To addresses + 20 Cc address + 5 Bcc adresses = Maximum allowed amount

26 To addresses + 20 Cc address + 5 Bcc adresses = Exceeds allowed amount

In email flows, an email flow ends when the system transfers the email to a queue or is disconnected.

Related pages

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


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. 


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.