What is an Email flow? 

Before any email gets offered to an agent it's routed through an email flow, just like incoming chats are routed through a chat flow and calls are routed through a call flow

Before we can get started on creating an email flow, if you haven't done so already you can create a new email address by following the steps within this article.

Now we're ready to build the flow. To set up your email flow, you'll want to select Settings > Email > Edit Flow next to the email address that you wish to edit the flow for.

You’ll be presented with a bunch of actions which you can use within your flow.

Lets run through what each action means: 

QUEUE

  • Select which queue the email conversations should be delivered to

CONTENT

The content filter is used to route email conversations based on the content of the email. (can be used to tag conversations with specific content, rout to a specific queue, send specific auto-replies and close spam related emails automatically).

The rule can be whether the email contains or does not contain specific keywords or phrases in subject or body.

Please keep in mind that using the content rule "is" token means the exact match, e.g. if you create a rule that subject is  "help" - it will match only if the email subject contains the string "help" and no other words. Therefore it often makes more sense to use the contains rule.

       Please note that:

  • The content filter is case insensitive
  • The content filter that looks at "body" will also look at email HTML data (view original email/email data).
  • The single word content filter without space at the end of the word will trigger word combinations/compound words, e.g if you have an email content filter for a word  "fire" (instead of "fire "), and email body contains the word "firetruck" - this will trigger the content filter action.
  • The content filter (contains rule) that consists of a phrase, e.g "I need help here" - will look for the particular phrase in the email body or subject and not separate words in the phrase.

    Tips and tricks
  • The content filter node should contain no more than 20 rules as it may be hard to investigate what exact rule triggered the action afterwards, optimal is to have many content filter nodes with little subject-related content filter rules in them (it is easier to edit them also)
  • The content filter node should have a specific tag after it. This will not only show how many times the node helped you (in analytics), but will also indicate your agents why this or that conversation was closed or why it was transferred depending on the automated action that follows the content filter node.

CLOSE

  • This will end or close the conversation based on the actions selected in your email flow. 

TAG

  • The tag action will automatically tag any email that comes into that specific email flow with the tags that you select.

OPENING HOURS

  • Set your opening hours and choose what happens to emails when you are either open or closed.

REPLY

  • When an email comes into the selected address and reply is included in the flow, an email is automatically sent back to the requester based on the template that is selected. Auto-reply templates can be created under Settings > Templates.
  • Select the type of rule that you wish to apply to the content. This can be whether the email contains or does not contain specific words or phrases, whether it is or is not a certain phrase or address, or whether it starts with or ends with something specific.

BRANCH & INTEGRATION (Advanced Routing)

  • Setup logical conditions to check the value of variables and route accordingly. 
  • It's possible to add multiple conditions with AND/OR logic for creating highly granular flows.
  • Check the article on integrating external data into your flows for more advanced variable options for the branch block.


When you start building your email flow, you’ll notice that a default flow will be automatically created:

The above email flow simply assigns any request submitted to the central perk coffee address to the Customer Service - Email queue. This is a great flow already as it but you can always add additional actions to make the customers journey that much better. To add a new condition you’ll first need to remove the queue action by selecting the node, and deleting it by clicking the trash can icon on the right side of the page. Once the blue arrow appears, you’re ready to add some actions. 

Making changes to your email flow is really simple:

By using the snippet tool, it's a lot easier to be able to edit and change the existing set up. From here you can also mass move and delete nodes too!


By highlighting one of the nodes you can get a clearer idea of each path. 

Heres an example of how you can set up your email flow: 

This email flow is checking to see if the requests has been created within opening hours. If you're open, the customer would receive an automated message, that requests will also be tagged with Order and land in the Customer service email queue. If you're closed, the customer will receive another automated response letting them know that they've contacted you out of hours, the request will then land in the Customer service email queue to be offered during opening hours.