Is there an ability to Auto Complete an email Interaction from Architect Flow based on keywords, From Address etc.

In our org we have a process to auto complete emails based on keywords. We have built a Common Module that looks to a Data Table to find the rules determining which emails to close like address, key words, and which queues the rule applies to.

We "set flow outcome" as "Blocked email" so we can identify and review these disconnected interactions, and then set them to Disconnect the interaction.

We use the same module to achieve the opposite outcome - identifying emails to assign a higher priority to if they are from a VIP address or contain keywords that indicate their urgency.

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Joanna Hulme

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