Type the name of the keyword rule.

Select the email subject or body depending on what part of incoming emails you want to check for keywords.

Add at least one condition for the keyword rule. You can select a keyword group from the list of the configured groups.

You can also use logical operators, such as "and", "or", "and not", "or not", to create more specific conditions. For example, if you want the contact center to check emails for two or more keyword groups, you can use the "and" operator.

Select the queue to use for interactions when the rule condition matches the collected customer data.

You must select a queue or assign attributes to the rule. If you do not select the queue or attributes, you cannot assign that rule in the channel routing configuration.

Select the priority number assigned to interactions entering the queue.

The available range is between 1 and 10. The highest priority level is 1. By default, the priority number is 5.

Select the attributes to associate with the keyword rule. If the rule condition is true, the contact center replaces the attributes that you configure in the channel routing settings with the rule attributes.

You must select a queue or assign attributes to the rule. If you do not select the queue or attributes, you cannot assign that rule in the channel routing configuration.

Select the workflow to use for interactions when the rule condition matches the collected data.

Select the minimum proficiency level an agent must have to handle matching interactions.

A level of 1 is the highest proficiency level. The minimum proficiency number must be higher than the maximum proficiency number.

Select the maximum proficiency level an agent can have to handle matching interactions.

A level of 1 is the highest proficiency level. The minimum proficiency number must be higher than the maximum proficiency number.