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Find Junk Email (Workflow Subprocess)

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Workflows can be configured to screen out many junk email messages. A junk email message is any message that you do not want to be routed to an agent for processing. Administrators can define keywords in workflow decision steps that detect junk email messages. When identified as junk email messages, the message is not stored in your database and workflow processing stops. Figure 5 illustrates this process.

Figure 5. Find Junk Email

Looking for Junk Email

When looking for junk email, eMail Response examines three areas in an email message: the sender field, subject field, and message body. If eMail Response finds the keywords specified by the eMail Response administrator, it flags the message as junk mail. Figure 6 illustrates this process.

Figure 6. Find Junk Email Subprocess

Examples of keywords and keyword phrases that might be used to detect junk email messages include:

Sender: postmaster@[your company's name].com
Subject: out of office
Body: [specified objectionable language]

NOTE:  Only an experienced administrator should add keywords to the junk message processing workflow. Important messages might be lost unless each keyword is considered carefully.

Adding Keywords to Decision Points

Keywords can be added to decision points in the junk message processing workflow. The decision point you modify depends on the field you want to examine. You also can create decision points to examine other fields for keywords.

Decision points are the diamond-shaped steps in the Process Designer tab of the Business Process Administration screen. Each decision point contains a Next Steps list, a Conditions list, and a Values list. For information about working with decision points, see Siebel Business Process Designer Administration Guide.

The Next Steps list includes Branch Name and Next Step fields.

The Branch Name can be N (conditions are not met) or Y (conditions are met).
The Next Step field specifies the workflow step where the message will be passed after branch conditions are examined.

In the Next Steps list, a branch can have one or more conditions in the Conditions list and each condition has a value in the Values list. For information about operators, expressions, and conditions, see Siebel Tools Reference.

If conditions for Branch Name Y are met, the work item will be passed to the workflow step in the Next Step field.
If conditions for Branch Name N are not met, the work item will be passed to the Next Step field on the Branch Name N record.

Use the following procedure to set up the junk message processing workflow to detect messages sent from a particular email account.

To set up junk message processing

From the application-level menu, choose View > Site Map > Business Process Administration > Workflow Processes.
In the Queries drop-down list, select eMail Response - Inactive.
In the Workflow Processes list, select the eMail Response - Parse Junk Email workflow and click Revise.

NOTE:  You do not have to change the workflow before you activate it. However, you must change the status to In Progress.

Click the Process Designer tab.
Double-click the Bad Sender? decision step.

This example describes adding a keyword to the Bad Sender? decision step. Keywords can also be added to the Bad Subject? and Bad Body? decisions steps, if you want to evaluate them.

In the Next Steps list, select the branch name that is equal to Y.

A defined condition identifies the process property that holds the sender's address.

In the Conditions list, create a condition using the following values:

Field Name	Value
Compare To	Process Property
Operation	One Must Match (Ignore Case)
Property Name	MsgSenderAddress

Add a new record to the Values list.
In the Value field, type the address to which a message should be sent when it is identified as a junk email.

For example, postmaster@[your company's name].com.

Click the All Processes tab, and click Activate.
Test your workflow process by using Test Mode or starting up Communications Inbound Manager and sending test messages.

NOTE:  For more information on testing workflow process, see Test Mode Enabled? (Workflow Decision Point).

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