Unstructured Email Processing

This topic is part of Structured and Unstructured Email Processing.

Unstructured email (free-form) messages do not need any special subject or structure in the incoming email. They provide for a broad range of communications, such as:

• Requests for general information

• Requests for information about a product or event

• Order requests

Unstructured email messages are processed using the eMail Response - Process Message workflow process. This workflow process creates activity records in the Siebel database that you can view on the Communications screen.

Unstructured email processing is useful when Web forms are not available or when your customers must receive personalized service. However, automating the response process for free-form messages is difficult because customer email frequently does not include all the information necessary to process a message.