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Applying Rules

Rules in Smart Answer allow you to override the NLP matching of Smart Answer and force a category on an email, based on a rule or criteria that you have set up. This process is similar to keyword-based routing to a category. If there are certain requests or emails that must always result in a particular category based on text that is in the request or email, you might want to set a rule rather than have Smart Answer use NLP to suggest a category.

An example of a rule is where you want an email to result in a particular category if the subject contains or is the same as a certain word or phrase.

To apply a rule, perform the following steps:

1. Determine the category to which you want to apply the rule, then open the KB file in KB Editor in Banter Workbench.
2. Select the category to which you want to apply the rule, right-click on the category, and choose Properties.
3. Click the Apply Rules check box and then apply the rule you want.

   You can set a rule on any NVP that your Siebel application receives and sends to Smart Answer for processing. The seed data on which rules can be based is listed in Smart Answer settings for the SA Siebel Email Response Profile. These settings include, by default, Subject and Message.

   For example, if in KB Editor in Banter Workbench, you set a rule on an NVP value of Sender or From Address, you must make sure to add a setting of EmailSender to the SA Siebel Email Response Profile.

For more information on applying rules, see the Banter Workbench User's Guide.