Within Mobile Service Cloud (MSC) it is possible to set triggers to route conversations. This card is about adding rule-based triggers. Rule-based triggers check the sender and subject of new incoming e-mail conversations for conditions. If the conditions are met, the connected actions are executed. Use rule-based triggers for straightforward automations on bulks of incoming conversations.
Rule-based triggers can only be used to route conversations directly to the archive or the unwanted folder within MSC.
Resolution
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Navigate to Settings -> Triggers -> Rule-based triggers.
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Click on Add trigger.
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Add the conditions on which you want to route the conversation
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Add a tag to the conversation (optional) before it is routed, and choose if the conversation must be directed to the archive, or to the unwanted folder within MSC.
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Now you are ready to save the trigger u have made. Scroll to the top of the screen and click on Save.
Configuration (Advanced)
For more advanced information on rule-based router configurations, view the " Rule-based routing configuration (Advanced) " article.
Video
Below you can find a video on how you can set up Triggers in Mobile Service Cloud.