Plugin Flow Settings examples for Email Dialogue Provider

Note

An additional Anywhere365 WebAgent for Omnichannel license is required.

Note

An Enterprise license or higher is required to access these features.

Introduction

The Email Dialogue Provider can make use of the Plugin Flow Setting. This can be used to route the conversation to a skill based on attributes.

The following attributes can be used

Attribute	Description
Channel	Reference Id of the dialogue For example: A365-5555555555
Channel	Channel of the dialogue. For example: Email, WhatsApp, SMS
SenderUri	URI of the send. For example: user@domain.com
SenderName	If available display name of the sender. For example: Keith Sander
ReceiverUri	URI of the receiver. For example: user@domain.com
ReceiverName	If available display name of the receiver. For example: Keith Sander
Subject	Subject of the message. For example: I need help
Content	Body of the message. For example: My car won’t start.
Tags	A list of tags applied to the message. For example: support, sales

The AND statement can be used if the item needs to match on two or more values:

Attribute	Operator	Value	Order	Condition	Action	Skill
Content	Contains	Core	1.00	AND
Channel	Equals	Email	1.10		Skill	Skill 1
None of the above	Matches regular expression	.*	2,147,483,647.00		Skill	Skill 2

Examples:

Content "I want to know my Core version" and Channel is Email = Goes to Skill 1
Else = Goes to Skill 2

The OR statement can be used if the item needs to match on one of more values:

Attribute	Operator	Value	Order	Condition	Action	Skill
Content	Contains	Core	1.00	OR
Content	Contains	Attendant	1.10		Skill	Skill 1
None of the above	Matches regular expression	.*	2,147,483,647.00		Skill	Skill 2

Examples:

The else statement can be used if all else doesn't match. For example:

Attribute	Operator	Value	Order	Action	Skill
Subject	Contains	Core	1.00	Skill	Skill 1
Subject	Contains	Attendant	2.00	Skill	Skill 2
None of the above	Matches regular expression	.*	2,147,483,647.00	Skill	Skill 3

Examples: