Configuring intelligent routing

Follow these steps to configure intelligent routing:

1. To create a case:
   1. In the Intelligent routing section, click Add condition to add a new action for the email bot.
   2. Select Create Case as the action and select the appropriate service case.
   3. Click the Add icon to add intelligent routing conditions.
2. To send an automatic reply:
   1. In the Intelligent routing section, click Add condition to add another action for the email bot.
   2. Select Automatic reply as the action and an associated email template. 
   3. Click the Add icon to add intelligent routing conditions.
3. In the Otherwise action, select Route to operator and select your personal operator as the value to ensure that emails that do not match any of the define criteria defined are routed to your operator in the Email Manager portal.
4. Save your channel.