Select the queue to use for all email interactions for this mailbox.

Select the priority number assigned to email interactions entering this 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 use with all email interactions.

Select the workflow to assign to this email account.

To complete the routing configuration of the channel, create a routing rule for the respective workflow in Orchestration. This routing rule must contain a filter with the orchestrationFlow key and the workflow specified in this field as a value.

Select the minimum proficiency level that an agent must have to handle email interactions in this queue.

The available range is between 1 and 16. The highest proficiency level is 1. The minimum proficiency number is always higher than the maximum proficiency number.

Select the maximum proficiency level that an agent must have to handle email interactions in this queue.

The available range is between 1 and 16. The highest proficiency level is 1. The maximum proficiency number is always lower than the minimum proficiency number.

Select to assign keyword rules to email interactions.

By default, keyword rule matching is disabled.

To assign keyword rules to your email account, select all the rules that apply from the Available Rules list and click . The selected rules appear in the Assigned Rules list.

If you assign multiple rules, use in the selected assigned rule to drag the rule up or down.

Select the automatic response email template to send whenever this email account receives an email.

To disable this feature, select the default value as NONE.

Ignore all emails from customers with an auto-response flag, such as an out-of-office-response. The feature is enabled by default.

Saves productive time of the agent and prevents such emails from getting routed to agents.