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Understand how the various conditions match when using a Workflow.
A workflow runs when an inbound customer email matches a set of conditions that you define. It's important to note that a workflow only tries to match on new customer support conversations. Said another way, the workflow runs when a customer first emails you, but not on replies to that conversation. When condition subject matches, it triggers one or more workflow actions.
A workflow can match on the text of one (or more) of the following fields of an incoming email.
The conversation subject is the text in the subject line of an incoming support email.
In an incoming email, the customer name is the name inside the Reply-To of a customer email address. For example, in the email address <Joe Smith, [email protected]>, "Joe Smith" is the customer name. Not all incoming emails contain a customer name.
This is the
to:address on the incoming email. Normally this condition is not needed as you can specify the mailbox when creating a workflow. Use this condition when you have multiple email accounts forwarding into a single shared mailbox and you need to run rules on their original email address.
This special condition subject can match on whether there is (or is not) an attachment on an email.
This condition is used to process a ticket based on a time-of-day. Note that the day begins and ends at midnight. For example, if you create a condition to match "on or after" 20:00, then this would match when a ticket arrives between 20:00 and 11:59:59 that day. Similarly, creating a "on or before" rule would start at midnight up to the time you set.
Use the "AND" operator with two time conditions to create a window if you'd like to assign tickets based on a particular shift.
For any Condition Subject (except attachments), you may use the following operators to match on the text within that field.
Is equal to matches when the text you supply exactly equals the text in your Condition Subject. This operator is case sensitive.
For example: if you supplied the phrase “Bob’s burgers”, it would only match on “Bob’s burgers”, not on “bob’s burgers”, “bobs burgers”, "Bob's burgers are good", or “bob”.
Is not equal to matches when the text you supply exactly does not equal the text in your Condition Subject. This operator is case sensitive.
For example: if you supplied the phrase “Bob’s Burgers”, it would match on “Ralph”, “Pandemic”, “Bob”, “bob’s burgers”, but not on “Bob’s Burgers”.
Contains matches when the text you supply is found anywhere in the Condition Subject. This operator is case insensitive.
For example: if you supplied the word “apple”, it would match on text like “Do you carry appleshirts?”, “I need an AppleTV”, or “Do you know what an apple is?”
Does not contain matches when the text you provide is not present anywhere in the Condition Subject. This operator is case insensitive.
For example: if you supplied the word “apple”, it would match on strings like “Hello how are you?”, “I need a TV”, but not on “I need an AppleTV”.
Starts with matches when the condition subject starts with the text you supply exactly. This operator is case sensitive.
Ends with matches when the condition subject ends with the tex you supply exactly. This operator is case sensitive.