myContactCenterManual

Text-based nodes

Answering emails, faxes and chats automatically, moving emails to folders and waiting for the customer's reply.

The text-based nodes are available in email and fax flows and — only Automatic answer — in chat flows. Their boilerplates come in the language of the conversation; if that language is missing, myContactCenter translates the boilerplate with the AI key, otherwise it uses the first available language. More about boilerplates is under Boilerplates.

Automatic answer

Replies to the customer with a boilerplate.

Property Meaning Default
Boilerplate the text of the reply No boilerplates
Output When
Sent The reply has been sent.
Not sent Sending has failed; in a chat, also if the text is empty.

Email, fax: Meanwhile, the conversation is in Automatic answer. The reply goes to the sender with the original subject; if the subject does not contain the ticket number, the node adds it, for example “[MYCC1234]” — see Ticket Tag under Server tab. If the customer replies to it, their email belongs to this conversation. The sender is determined by the SMTP settings of the server and skill, otherwise it is the address of the mailbox.

Chat: The text appears in the chat as a system message.

Typical use: a confirmation of receipt with the ticket number, followed by Queue; outside business hours, a notice of when you can be reached again.

Move to Folder

Only in email and fax flows. Moves the email to a folder in the mailbox — always to the same one or based on keywords.

The properties appear one after the other:

  1. Mailbox selection — a mailbox of this flow. The designer reads the folders for the selection from it; the move later takes place in the mailbox of the respective email.
  2. Filter — No for a fixed folder, Yes for keywords.
  3. With No: Folder List — the target folder.
  4. With Yes:
    • Apply filter to — Mail address, Subject, Body, Attachments: where to search;
    • Filter mappings — for each Mapping, the Keywords and the Folder List with the target folder; each folder only once.
Output When
Moved The email is in the target folder.
Not moved No mapping matches, or the folder does not exist in the mailbox of the email.
  • Separate the keywords with commas or semicolons. Each one is a regular expression; upper and lower case do not matter.
  • The mappings are checked in order; the first one that matches determines the folder.
  • With Mail address, the node searches the name and address of the sender; with Attachments, the text of the attachments.
  • If the flow is mapped to several mailboxes, the folder must exist in each of them.

Typical use: invoices with rechnung|invoice to an accounting folder, newsletters and out-of-office replies to an archive folder, then Terminate.

Wait for reply

Only in email and fax flows. Sends the customer a follow-up question and waits for their reply.

Property Meaning Default
Timeout how long the node waits 15 hours
Boilerplate the follow-up question No text module
Output When
Reply received The customer has replied.
Not sent The follow-up question could not be sent.
Timeout No reply arrived before the time ran out.

The follow-up question is sent as with Automatic answer; afterwards, the conversation is in Wait for reply. A new email in the same mailbox counts as a reply

  • if it replies to a message of the flow,
  • if it has the same sender and subject — a prefix such as “RE:” is ignored — or
  • if it has the same ticket number.

The reply then belongs to the conversation; a later Value Recognition includes it in its search.

Typical use: If the customer number is missing, the flow asks for it by email and looks for it in the reply with Value Recognition.

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