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Parse Message Workflow Steps

The following are two features used when eMail Response processes email:

The Parse Message step in the eMail Response - Process Message workflow provides both of these capabilities.

By default, this step parses an email message for the text [THREAD ID:. When that text is found, the workflow copies all the characters until it reaches the ] character. These characters are stored in the Thread Id process property. The eMail Response - Process Message workflow uses the thread ID to perform the following tasks:

NOTE:  Misspelled words that appear after the [THREAD ID: tag do not get caught in the spell check.

The following are examples of message threading:

In this example, each message is associated with the same thread ID (1234). The Parse Message step identifies messages as part of the same thread by looking for the text [THREAD ID:1234]. Each of these messages appear on the History tab on the Communications screen views.

Parsing for New Fields

In addition to the preconfigured capabilities of the Parse Message step, the step can be modified so that additional fields can be identified in an email message. Once these fields are extracted from a message, other steps in the workflow can be modified to use these values. One example would be to parse an email message for a campaign code. In email marketing campaigns, a code is often included in the bottom of the email message, so that marketing analysis can be performed. For a description of the Parse Text method and its input arguments, see ParseText.

See the following example of an outgoing marketing message:

From: marketing@siebel.com

To: customer@customer.com

Subject: Important marketing message

Please visit our Website www.siebel.com for more information on Siebel eMail Response.

- Siebel Marketing

[CID:1234]

NOTE:  A campaign ID appears at the bottom of the email.

See the following example of a response to the marketing message that might be sent by a customer:

From: customer@customer.com

To: marketing@siebel.com

Subject: RE: Important marketing message

Please have a sales representative contact me. Thanks.

- Customer

-----Original Message-----

From: marketing@siebel.com

To: customer@customer.com

Subject: Important marketing message

Please visit our Web site www.siebel.com for more information on Siebel eMail Response.

- Siebel Marketing

[CID:1234]

NOTE:  The campaign ID still appears at the bottom of the customer's inquiry.

Example: Parsing Message Text for the Campaign ID

Using information in Siebel Business Process Designer Administration Guide and the following list of tasks, you can modify the eMail Response - Process Message workflow to look for a CampaignId field in the message body or subject.

To parse text for the campaign ID

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

    4. NOTE:  Confirm that you have clicked Revise for the workflow record that you want to modify. You can modify a record only if it has a status of In Progress.

  4. Add a process property to hold the new value, CampaignId.
  5. Double-click the Parse Message step.
  6. Add the CampaignId input argument using the following values:

    7. Field Name
    Value
    Description
    Input Argument
    CampaignId
    The description of the field for which you want to parse.
    Type
    Literal
     
    Value
    [CID:%s]
    An expression that describes the text for which you are looking. The percent (%s) represents the value you want to copy.

  7. Add a CampaignId output argument using the following values:

    8. Field Name
    Value
    Description
    Property Name
    CampaignId
    The name of the Process Property in which you want to store the value.
    Type
    Output Argument
     
    Output Argument
    CampaignId
    This value must match the input argument name you created in Step 6.

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

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

You have modified the eMail Response - Process Message workflow to parse for an additional field in an email message. When the workflow receives a message with the specified field, the text will be copied into the new process property (CampaignId).

Using this same approach, you could modify the eMail Response - Create Activity Process workflow and associate the Activity record with the appropriate campaign.

Other potential uses of the Parse Message step include the following:

Example: Parsing Message Subjects for the Campaign ID

Using information in Siebel Business Process Designer Administration Guide and the following list of tasks, you can modify the eMail Response - Process Message workflow to look for a Campaign ID field in the subject line of email messages.

To parse message subject for the campaign ID

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

    4. NOTE:  This example uses the version of the workflow that has a status of Inactive.

  4. Create a process property for CampaignId.
  5. Click and drag a new business service step to the eMail Response - Process Message workflow.
  6. Double-click the new business service step, and modify the business service fields using the following values.

    7. Field Name
    Value
    Name
    Parse Subject for Campaign
    Business Service
    Inbound Email Manager
    Method
    Parse Text

  7. Add the Text input argument using the following values.

    8. Field Name
    Value
    Description
    Input Argument
    Text
    This is a set input argument for the Parse Text method.
    Type
    Process Property
     
    Property Name
    MsgSubject
    This is the name of the Process Property that stores the text you want to parse.
    Property Data Type
    String
     

  8. Add the CampaignID input argument using the following values.

    9. Field Name
    Value
    Description
    Input Argument
    CampaignId
     
    Type
    Literal
     
    Value
    [CID:%s]
     
    Property Name
    MsgSubject
    This is the name of the Process Property that stores the text you want to parse.
    Property Data Type
    String
     

  9. Add a new Output Argument.

    10. Field Name
    Value
    Description
    Property Name
    CampaignId
    The name of the Process Property where you want to store the value.
    Type
    Output Argument
     
    Output Argument
    CampaignId
    This value must match the input argument you created in the previous step.

  10. Click Return to Designer.
  11. Use the Connector tool to connect the new step (Parse Subject for Campaign) you created in Step 6 to the eMail Response - Process Message workflow.

 Siebel eMail Response Administration Guide 
 Published: 21 April 2003