Greetings,
You could create a small custom handler to do the following in email attendant before your queue operation assuming you are using attendant mailboxes:
1. "Email Interaction Get Message" -> this will get the cookie to open your message from the interaction.
2. "Open Message By Cookie" -> this will get the contents of the email
3. add a "Condition" step with the condition: GetCount(lafAttachFiles) > 0
3.a. For the true branch, assign an attribute like "XXX_HasAttachment" = True
3.b. For the false branch, you don't need to do anything.
Now in email attendant, after your subroutine, just add an "Email Transfer" step and use the "where a specific attribute is set to a specific value" condition like you would a logical transfer in attendant to go to your two different workgroups based on true/false.
Of course, test this out in dev first to ensure there aren't any quirks (like embedded images coming through as attachments) but from my experience, this should be a good starting point.
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Aaron Lael
State of Utah
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Original Message:
Sent: 11-07-2018 12:42
From: Therese Moorhouse
Subject: Route email with attachments
I'm sure someone has already done this...
2018R2
We have an email routing profile in Attendant. We want a step that will route the email to a different workgroup *IF* it contains an attachment.
If it doesn't contain an email, continue along usual path.
Any insight with instructions/images would be great!
I found it in PureCloud, but not PureConnect:
" Yes, it's possible to see if the email contains attachments based on the Email.Message.attachments variable. You can create a Decision action where the expression is equal to "Count(Email.Message.attachments) > 0." The Count expression function will return the number of items in the attachments collection."
#Routing(ACD/IVR)
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Therese Moorhouse
Pacific Blue Cross
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