Siebel eMail Response Administration Guide >

Understanding eMail Response Workflows

This chapter provides detailed information about the way Siebel eMail Response works with Workflow Manager to process incoming email. It also describes two inbound email workflow processes included with Siebel eMail Response, Siebel eMail Response - Process Message and Siebel eMail Response - Process Service Request. For information about how to use Siebel Business Process Designer, see Siebel Business Process Designer Administration Guide.

Siebel eMail Response processes each inbound email message using Siebel Business Process Designer. Siebel Business Process Designer is also used for user interface operations. Understanding Siebel Business Process Designer and the way Siebel eMail Response uses it is critical to a successful deployment. It is strongly recommended that you learn the basics of Siebel Business Process Designer before implementing eMail Response.

Siebel eMail Response includes a few preconfigured workflows that route email messages to the right agent at the right time. Preconfigured workflows must be activated before they can be used. For instructions, see To revise and activate an inactive workflow process. To see a list of the preconfigured eMail Response workflows, navigate to the Business Process Administration screen and choose the Workflow Processes view. In the Queries drop-down list, select eMail Response - Inactive.

You can use Siebel Business Process Designer with Siebel Assignment Manager, Siebel Universal Queuing, or a third-party universal queuing application to further automate your email interactions. No matter which routing method you use, it sets the Owned By field in the Activity record, so that the agent can view the email on the agent's My Communications screen. You can find detailed instructions for these applications in the following guides:


 Siebel eMail Response Administration Guide 
 Published: 21 April 2003