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Auto Reply Emails based on keywords

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Posted on 15 Jun 2020 16:37:04 by Community Power Pla...

Hi,

With COVID we like most organizations had to close. We are now reopening but we are getting a ton of emails. These emails range from the super simple "I need to cancel my reservation" to more complex "I want my membership extended". What I would like to do is have certain keywords with in the email to do one of two things.

1) Reroute the email to a different group

2) Have an auto reply go back to the person who originally sent the email. Then based on the info in the email different emails would go out.

I know this will be a lot of work and not simple. I am more curious to see if it is possible, or even if this is a bad idea and there are other ways to do it.

Thanks

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DeepakS 2,301 Most Valuable Professional on 15 Jun 2020 at 17:31:52

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Re: Auto Reply Emails based on keywords

Hi @Anonymous

The reason I recommend subject instead Body as you can control and train your Team to update subject easily as compared to the actual mail body. Also, the email body is more unstructured. Just based on my experience 😉

Regards,

DS
ChristianAbata 8,947 Most Valuable Professional on 15 Jun 2020 at 17:26:09

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Re: Auto Reply Emails based on keywords

@Anonymous see this example
VictorIvanidze 12,284 on 15 Jun 2020 at 17:24:16

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Re: Auto Reply Emails based on keywords

Hi @Anonymous , it looks like a task for the transport rules but not for the flow. Dis you try to set transport rules?
Community Power Pla... on 15 Jun 2020 at 17:18:51

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Re: Auto Reply Emails based on keywords

@DeepakS just out of curiosity why would you say do it off the subject instead of the body? Both fields are free form fields.
DeepakS 2,301 Most Valuable Professional on 15 Jun 2020 at 17:05:50

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Re: Auto Reply Emails based on keywords

Hi @Anonymous

This is possible, what you need to do is write a flow with multiple conditions based on the keyword .i would suggest having these keywords in the subject instead of the mail body.
You can achieve very similar functionality using outlook rule, but Flow will give you more flexibility.

Regards,

DS