Navigate to the Email Routing screen within the Administrator Portal to manage and create rules for routing inbound emails.
Use the Default Queue drop down menu at the top to select an available email queue to serve as the default queue. Since email addresses and queues may have a one-too-many relationship, a default queue must be defined to prevent any loss of emails.
Note: All incoming emails will be routed to the default queue unless a rule is created that specifies otherwise.
To create a rule:
- Click Add.
- A New Rule window opens.
- Fill out the form to create your rule.
Source – Select the originating queue the emails are to be routed from.
Search Type – Choose the appropriate search type for your rule, a rule with 'no keyword search' ensures that all emails from the source will go to the specified destination. You may select from the following options:
- No keyword search (rule will be applied to all emails from the source)
- Subject line contains…
- Subject line does not contain…
- Body message contains…
- Body message does not contain…
Keywords – Enter a word or string of words to search for, only a match of the entire string entered will trigger the re-route (not a Boolean OR). Do not use wildcards like "{}{*}".
Destination Queue – Select the queue where the emails should be routed to.
Message Priority – Select a priority for the routed emails; a high priority such as '1' (highest) will ensure the routed emails take precedence over other lower priority emails.
Enabled – Place a checkmark here to turn the rule on.
4. Once you are finished creating the rule, click OK and your rule will be added.
5. When an email arrives, the system will go through all the rules in the order in which they are created (listed top-down). If no rule is found for an email, it will be routed to the default queue.
Note: Rules may be changed, disabled, or deleted, but not re-ordered.