Hello Everyone,

Hope you are all well.

Just wanted to ask if is it possible to prioritize an interaction from a certain email queue? 

I'll appreciate it if you could also share it with me.

Thank you and have a great day.

Best,

Justine

Hi @Justine Carlos,

Yes, that is possible. What is your current Email configuration? If you have configured the queue under Contact Center -> Email -> Email Domain ->Routes, you can create a new Email In-queue Flow and assign it under Email media for this queue. Then, in this In-queue Email Flow, you can use the Architect action Set Priority to prioritize the email interaction. 

Hello Everyone,

Hope you are all well.

Just wanted to ask if is it possible to prioritize an interaction from a certain email queue? 

I'll appreciate it if you could also share it with me.

Thank you and have a great day.

Best,

Justine

Hello Tatjana,

Here's our current email configuration.

Furthermore, are you referring to the contact center > Architech > Email? I am not seeing Email Domain -> Routes in my contact center page.

Could you assist me briefly with this?

Thank you.

Hi @Justine Carlos,

Yes, that is possible. What is your current Email configuration? If you have configured the queue under Contact Center -> Email -> Email Domain ->Routes, you can create a new Email In-queue Flow and assign it under Email media for this queue. Then, in this In-queue Email Flow, you can use the Architect action Set Priority to prioritize the email interaction. 

Hello Everyone,

Hope you are all well.

Just wanted to ask if is it possible to prioritize an interaction from a certain email queue? 

I'll appreciate it if you could also share it with me.

Thank you and have a great day.

Best,

Justine

Hi @Justine Carlos, 

Thank you for sharing the Email flow. Based on what I see, you are transferring to the same queue BH_PropertyAssistGeneral_CW_Email after returning from Task "Send To Queue" (I'm not sure what actions you have in this Task) regardless of the number of To address in the collection.

I assume you would like to set a different priority based on the Decision action, number 30. Just so you know, there is a Priority parameter in the Transfer to ACD action. You can use a static value for the Priority or set the value using the expression. Here is a sample where we use the Data Table to configure the email priority. In the Transfer to ACD action, we set the value found for the priority using the expression, for example: Task.Priority_DataTable 

My second question was about how your email address is configured and if it routes to a Queue or Flow (as it wasn't clear from your post). You answered it by providing the Flow sample. 

Hello Tatjana,

Here's our current email configuration.

Furthermore, are you referring to the contact center > Architech > Email? I am not seeing Email Domain -> Routes in my contact center page.

Could you assist me briefly with this?

Thank you.

Hi @Justine Carlos,

Yes, that is possible. What is your current Email configuration? If you have configured the queue under Contact Center -> Email -> Email Domain ->Routes, you can create a new Email In-queue Flow and assign it under Email media for this queue. Then, in this In-queue Email Flow, you can use the Architect action Set Priority to prioritize the email interaction. 

Hello Everyone,

Hope you are all well.

Just wanted to ask if is it possible to prioritize an interaction from a certain email queue? 

I'll appreciate it if you could also share it with me.

Thank you and have a great day.

Best,

Justine