Best approach for managing multiple client email inboxes.
What is the best approach to use when the client has multiple "To" addresses for their customer support (28). Each would create an interaction and route it to specific work basket (1 to 1).
If there are 28 listeners, the approach is straightforward but maintenance is complicated.
If we forward the emails to a common listener and assign some atribute that defines the original inbox, fewer listeners but a more complicated solution.
Thoughts?
***Updated by moderator: Lochan to add Categories
Pegasystems Inc.
IN
may be one email account/one listener defining or parameterzed or defined configured rule to send to original inbox could be the tradeoff method.
Pegasystems Inc.
IN
Hi
I think, a good alternative will be to configure your email box in such a way that all the incoming emails will auto route a common mail box.
For example, if you have 2 customer support mail id , e.g : Proprietary information hidden and Proprietary information hidden then have a common mailbox say Proprietary information hidden and route all the incoming mails from Proprietary information hidden and Proprietary information hidden to Proprietary information hidden.
Now have a single listener which can check this Proprietary information hidden mailbox and create interactions accordingly.
The matching criteria for avoiding duplicate interactions to be created could be the timestamp and from mail id.