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Using the eMail Response - Process Message Workflow

Unstructured email messages should be processed using the eMail Response - Process Message workflow.

The following are the primary features in this workflow process:

• Setting Up a Workflow Process to be Test Mode Enabled (Workflow Decision Point)
• Finding Junk Email (Workflow Subprocess)
• Parsing Message Workflow Steps
• Creating an Activity (Workflow Subprocess)
  • Contact Lookup
  • Commit time calculation (entitlement verification)
• Enabling Smart Answer (Workflow Decision Point)
  • Identify Language
    • Analyze Message (message categorization)
    • Suggest a reply
    • Automatically respond with a reply
• Sending an Acknowledgement (Workflow Subprocess)
• Routing Email or a Message (Workflow Subprocess)

Figure 12 illustrates these features.

Figure 12. eMail Response - Process Message

To set up the eMail Response - Process Message workflow, use this chapter, Completing Basic Setup Tasks and Siebel Business Process Designer Administration Guide.