The Email Rules Module allows UCS to define how incoming emails are handled, ensuring proper routing, filtering, and response management.

✔ Each Email Account must have at least one Email Rule to determine routing.
✔ Rules are checked in ascending order—a Condition = None rule must be last to avoid catching unintended emails.

1. Access Email Rules

• Navigate to Explorer Pane > Email Accounts.
• Select the Email Account requiring rules.
• Click the Email Rules tab in the right-hand pane.

2. Adding a New Email Rule

• Click Add to create a new Email Rule.
• Enter a logical name for the rule.

3. Set Filtering Conditions

Define the criteria for routing only relevant emails to the correct Router.

• Condition Type:
  • None – No filtering applied (must be last rule).
  • Look Into (Select the field to filter on):
    • Subject – Search the subject field.
    • Body – Search the email body.
    • Subject or Body – Search both fields.
    • Sender Address – Search by sender’s email address.
  • Text to Look For – Specify keywords.
  • Type:
    • Any Word – Match any keyword.
    • All Words – Match all keywords.
    • Exact Phrase – Match an exact phrase.

4. Routing Options

Define whether the email is routed to a Router or sent elsewhere.

• Route Mail to Router:
  • Routing = No – Emails are forwarded, not routed to Agents.
  • Router Selection – Choose the destination Router.
  • Skill-Based Routing – Assign up to two skills.
  • Priority Assignment – Define the priority level.
  • Increase Priority for Follow-Up Emails – Prioritises re-requests or replies.

Routing Mode Options

5. Auto Discard Settings

Define whether UCS should discard emails after a set timeframe.

• None – Do not discard emails.
• Immediate – Discard emails instantly.
• After [Hours] – Discard emails after a set period.

6. Forwarding Options

• Define Forwarding Rules if emails should not be routed through UCS.
• If forwarding is enabled, UCS automatically disables email routing.

7. Auto Reply Settings

• None – No automated response.
• Immediate – Sends an auto-reply immediately.
• After [Hours] – Sends an auto-reply after a delay.
• Auto Reply Text – Define custom reply text.
  • Click "+" to configure replies for different languages.
• Add Signature – Enables signature in auto-replies.
• Reply is Final – Marks emails as fully responded.

✔ UCS prevents duplicate auto-replies if the sender has received an earlier reply that day.

8. Supervisor Alerts for Unanswered Emails

Define alert settings for emails needing attention.

• Never – No supervisor alerts.
• After [Hours] – Set an alert timeframe for unanswered emails.

✔ Alerts also impact Service Level reporting for emails.

9. Work Item Creation

• Converts incoming emails into Work Items.
• Subject = Title.
• Body Text = Description.
• Attachments = Saved as notes.
• Assigned User = Admin for work item type.

✔ Work Items can be created alongside other email rules, such as Auto Replies.

10. Email Deletion Settings

• Never – Do not delete emails.
• After [Hours] – Automatically delete after the defined time.

11. Saving & Ordering Rules

• Click Add to save changes.
• UCS assigns rule numbers automatically in ascending order.
• Use Move Up / Move Down buttons to adjust rule priority.

✔ Final Email Rule Should Have Condition = None (to catch unmatched emails).

✔ Auto Reply Text can include tracking numbers:

• Use placeholder [MTNR] in replies.
• UCS replaces it with the assigned tracking number.