In order to move emails from a customer’s inbox to a queue, you must set an appropriate Routing Tool. This routing is made up of various elements and ensures that the email enters the appropriate queue.

Routing Elements

There are sixteen routing elements available for setting up a Routing Plan. By connecting these routing elements, you can create the plan that meets your needs. Below are the following components:

  • Receive: Where an email enters a routing plan. Used as the start 
  • Match text: Element where is tested if a text string is found in a certain email part (from:, to:, subject:, body:)
  • Autoreply: When a template is selected and autoreply is sent
  • Virus: Where to send email that contains a virus (the email is checked against viruses and a percentage is established of the likelihood a virus is detected)
  • Spam: Where to send email that contains spam (the email is checked against spam and a percentage is established of the likelihood spam is detected)
  • Queue: Where the email gets pointed for further distribution
  • Forward: Where to send an email based on the email address you enter
  • Ticket number: Creates a new unique number
  • Attachments: Element that checks the amount of attachments
  • Language: Tests whether the language of the email text is one of a given set of languages (languages specified in comma separated list with the well-known2-letter abbreviations)
  • Assign: Can be used to assign a particular variable to an incoming email
  • ? => DB: Add incoming data from the routing into a database. Variables within this element can be added via the element Variable
  • DB => ?: Can be used to retrieve data from a database to be used in the routing. Variables within this element can be added via the element Variable
  • Variables: Added separately in the routing and can be used to specify the variables that are used by the DB elements
  • If: Used to add a certain condition to a routing
  • Remove: Where email ends in routing. The final Element in your routing

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Setting Up A New Email Routing Plan

To create a new email routing plan, select Routing menu option in Email and the “Email Routing Editor” window will appear. 

  • Name: Assign name
  • Tenant: Select the appropriate customer
  • Design: You can place various Elements on the drawing board to build up the routing. Then connect the elements by a green arrow, for positive outcome, to the subsequent element and the red arrow, for adverse outcome, onto the next element.
  • Save: Select Save (as test) or Save (production) as required

NOTE: Within Routing table, double click Queue button and make sure the Routepoint is set correctly to designated Queue.

Below is an example of a Routing Plan where the email enters the routing within the Receive element and a new ticket number is generated for this email before assigned to a queue.


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