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  • 1.  Do special characters affect routing? Is there an expression that can be used in e-mail routing that would make it ignore special characters?

    Posted 07-18-2023 08:06
    No replies, thread closed.
    Hello, everybody.
    I'm wondering if there's any country which has special characters in their alphabet (ě,š,č,ř,ž,ý,á,í,é,...) and also uppercase letters set in routing, and has experience if these special characters affect e-mail/chat routing. 
    Would you know is there are some expressions that can be used to make PureCloud ignore uppercase letters and special characters? According to ChatGPT something like this could work:
    Contains(ToLower(RemoveDiacritics(Email.Message.body)"Kuchyně")
     
    but obviously it's not the most accurate source all the time. Also I'm not sure if in this case there isn't the ToString expression missing or if the ToLower somehow takes its place. Because our current setup looks like this:
     
    Contains(ToString(Email.Message.subject), "Kuchyně")
    Our goal is to reduce the number of expressions in our routing. So instead of "Kuchyně, kuchyně, Kuchyne, kuchyne" we would only have the word "Kuchyně" there and if the customer writes it in any other way, the routing would still be correct.
    I hope my explanation makes sense :)
    Thank you!

    #ArchitectureandDesign

    ------------------------------
    Dominika
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  • 2.  RE: Do special characters affect routing? Is there an expression that can be used in e-mail routing that would make it ignore special characters?

    Posted 07-18-2023 10:41
    No replies, thread closed.

    ChatGPT is wrong.  Architect does not have a RemoveDiacritics expression.  Even if we did, and you wrote a proper expression with the right number of )'s and commas, that expression would never evaluate to true b/c you are down-casing the subject so if Kuchyně was in the subject it would become kuchyně (little k) and when looking for Kuchyně (big k) in it would never find a match.

    First you want to use the overload of contains that lets you specify you want to do a case-insensitive search.  Then you'll need to do an OR to see to check for the word with or without the funny e. This works for 2 word options; if you have a lot of options, I would create a list of all the options, then use a loop to go through it checking to see if each one is contained in the subject and exiting the loop when you found a match.

    Contains(ToString(Email.Message.subject), "Kuchyně", true) OR Contains(ToString(Email.Message.subject), "Kuchyne", true)



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Do special characters affect routing? Is there an expression that can be used in e-mail routing that would make it ignore special characters?

    Posted 07-18-2023 10:48
    No replies, thread closed.

    You could also use this expression

    Contains(Replace(ToString(Email.Message.subject), "ě", "e"), "Kuchyně", true)


    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Do special characters affect routing? Is there an expression that can be used in e-mail routing that would make it ignore special characters?

    Posted 07-19-2023 02:40
    No replies, thread closed.

    Thank you, Melissa! It's a shame that this function is not available. In some cases we have over 500 words for one routing case because of these diacritics. Which makes it hard to set the routing because for one decision the maximum amount of expression is 60 I believe. But thank you for your answer! It would be a good development for the future I think for countries like ours that have a bit more complicated alphabet :)



    ------------------------------
    Dominika
    ------------------------------

    Original Message


  • 5.  RE: Do special characters affect routing? Is there an expression that can be used in e-mail routing that would make it ignore special characters?

    Posted 07-19-2023 10:14
    No replies, thread closed.

    File an idea in aha: https://genesyscloud.ideas.aha.io/ideas



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


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