Genesys Cloud - Main

Hi,

I've had a look around some discussions within the community and within the resource center and I'm still struggling to find an answer to my problem.  

I am attempting to introduce priority to an email queue based on the contents of the email. For example if an email contains the word 'Urgent' it should automatically be considered a higher priority than an email that was received at the same time but did not include the key word. Could someone help point me in the right direction to the correct resources to make this possible please? 

Hi Ryan,

For something basic, you could use the following conditional statement in a switch / decision.

For Subject: contains(Email.Message.subject, "urgent")

For Body: contains(Email.Message.body, "urgent")

Or in a priority Int variable, eg (If(contains(Email.Message.body, "urgent"),1000,0)