ArnabChakra Member since 2011 13 posts
Tata Consultancy Services
Posted: July 16, 2020
Last activity: July 29, 2020

How to route an email to an workbasket based on a phrase present in Email Attachment

We have an email channel where we need to use intelligent routing to route incoming emails to a diff workbasket when there is a particular phrase (say "Medical Data") present in the incoming Email Attachment. What is the best possible way to achieve this? We have tried to use adding Topics in the channel and then using them in the behavior tab but that is only working when the phrase is present in the email body. When the phrase is in email attachment (txt/pdf), routing is not working. We have set the "Analyze Email Attachments" option to Always in the channel. We are using PRPC 8.2.6. Any help?


***Edited by Moderator Marissa to update Platform Capability tags****

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