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  • 1.  Keyword Routing for Email

    Posted 24 days ago

    I have keyword routing setup for my email queues and have a problem.  We received an email addressed to the correct queue and had the correct keyword for that queue.  However, it also had a keyword for another queue.  The email got routed to the wrong queue.  Does anyone know how or if a situation like this can be managed?  My thoughts are to setup yet another queue to route email to with multiple keywords in them and let the supervisor sort them out.  However, I'm sure their a better way.


    #Routing(ACD/IVR)

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    Rial Coleman
    Sr. VoIP Administrator
    District of Columbia Water and Sewer Authority
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  • 2.  RE: Keyword Routing for Email

    GENESYS
    Posted 22 days ago

    Hi @Rial Coleman, 

    Your question received an answer on the newest episode of the Genesys Cloud Q&A Show. Check the chapter markers to jump to your question. We hope this helps!



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    Nicole Milliken
    Genesys - Employees
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    Original Message


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