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  • 1.  How to find keyword from email subject

    Posted 12-04-2023 18:46

    Greetings, Community,

    My task is to locate the phrases stored in the Data Table within the subject line of an email.

    For instance, the specified keywords include payment, Credit Card, and Loan. I am required to identify these words in the email subject. As an illustration, if the email subject is "I need a loan," the keyword "loan" should be identified in the subject line.

    Looking forward to your feedback on my above scenario. 


    #ArchitectureandDesign
    #Implementation

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    Noman Hassan
    Tykans Group Inc
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  • 2.  RE: How to find keyword from email subject
    Best Answer

    Posted 12-05-2023 08:16

    Hello Noman,

    You can use for example Contains(Lower(Email.Message.subject), "loan") to check if the subject contains a specific word in the flow.

    I don't know if it makes sense to use a Data Table, since you would need to check each word in the subject against the Data Table, or you would need to get all keys and check the subject against those in the flow.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 3.  RE: How to find keyword from email subject

    Posted 12-05-2023 12:14

    Thanks Jan! 

    The "contains" function operates as intended. The Data table I've established holds the keywords, with each keyword associated with a Queue ID for transferring calls to the respective queue.

    Regards,



    ------------------------------
    Noman Hassan
    Tykans Group Inc
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  • 4.  RE: How to find keyword from email subject

    Posted 12-06-2023 18:51

    Just for my curiosity, are you then trying to route the email to specific queues or skills depending on what keywords have been identified?



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    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)
    https://www.eccentex.com/genesys
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  • 5.  RE: How to find keyword from email subject

    Posted 12-07-2023 11:01

    Hello Max, 

    That is correct. The keywords are stored in the Data Table. Each keyword is associated with the Queue ID and Call Reason. 

    Regards,

    Noman



    ------------------------------
    Noman Hassan
    Tykans Group Inc
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