{"id":6434,"date":"2026-05-12T11:26:47","date_gmt":"2026-05-12T09:26:47","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=6434"},"modified":"2026-05-12T11:26:47","modified_gmt":"2026-05-12T09:26:47","slug":"email-smart-routing-actions","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/email-smart-routing-actions\/","title":{"rendered":"Email smart routing actions"},"content":{"rendered":"\n
\"Smart<\/figure>\n\n\n\n

[Reading time: 17 minutes]<\/em><\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

An\u00a0email smart routing<\/strong>\u00a0is built as a tree of\u00a0actions<\/strong>. Each action performs a specific task \u2014 sending a message, transferring the email, branching on a value, distributing the interaction, calling a web service, etc. \u2014 and connects to one or more\u00a0output branches<\/strong>\u00a0that determine which action runs next.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

This article describes\u00a0all actions available in an email smart routing<\/strong>, grouped by category. For how to create and manage smart routings, see the\u00a0Email smart routings<\/em>\u00a0article.<\/p>\n\n\n\n

Prerequisites<\/h2>\n\n\n\n
    \n
  • A\u00a0Smart<\/strong>\u00a0license.<\/li>\n\n\n\n
  • Access to the\u00a0Maker<\/strong>.<\/li>\n\n\n\n
  • An email smart routing in\u00a0development<\/strong>\u00a0(a production version cannot be edited).<\/li>\n\n\n\n
  • Depending on the actions used:\u00a0value tables<\/strong>,\u00a0variables<\/strong>,\u00a0distribution queues<\/strong>,\u00a0calendars<\/strong>,\u00a0databases<\/strong>,\u00a0CRM cards<\/strong>,\u00a0web services<\/strong>,\u00a0email\/SMS templates<\/strong>,\u00a0mailboxes<\/strong>, etc. pre-configured.<\/li>\n<\/ul>\n\n\n\n

    Common concepts<\/h2>\n\n\n\n

    Output branches<\/h3>\n\n\n\n

    Each action has one or more output branches<\/strong> (links). After the action runs, the smart routing continues along the branch matching the action’s result. The most frequent labels shown in the Maker are:<\/p>\n\n\n\n

    Label<\/th>Meaning<\/th><\/tr><\/thead>
    OK<\/strong><\/td>The action succeeded.<\/td><\/tr>
    Error<\/strong> \/ Not OK<\/strong><\/td>The action failed or returned a negative result.<\/td><\/tr>
    Reference not found<\/strong> \/ Not found<\/strong><\/td>A referenced item (queue, card, template, entry\u2026) could not be found.<\/td><\/tr>
    Link 1 \u2026 Link 10<\/strong><\/td>Numbered branches used for multi-choice or load-sharing actions.<\/td><\/tr>
    By default<\/strong><\/td>Fallback branch when no other condition matches.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

    I know \/ I want<\/h3>\n\n\n\n

    Many actions offer an I know<\/strong> selector (sometimes labelled I want<\/strong>) that lets you choose how the target entity is identified. The two options offered are always specific to the entity manipulated by the action. For example:<\/p>\n\n\n\n

      \n
    • For a queue:\u00a0the queue<\/em>\u00a0or\u00a0the queue reference<\/em>.<\/li>\n\n\n\n
    • For a calendar:\u00a0the schedule<\/em>\u00a0or\u00a0the schedule reference<\/em>.<\/li>\n\n\n\n
    • For an email template:\u00a0the email template<\/em>\u00a0or\u00a0the email template reference<\/em>.<\/li>\n\n\n\n
    • For a smart routing:\u00a0the smart routing<\/em>\u00a0or\u00a0the smart routing reference<\/em>. Etc.<\/li>\n<\/ul>\n\n\n\n

      The first option lets you pick the entity directly from a dropdown. The second option lets you provide a reference code<\/strong> (static or dynamic via a variable), useful when the target depends on a flow variable. A few actions add extra options on top of these two.<\/p>\n\n\n\n

      Warning:<\/strong> If a referenced entity is deleted or its reference is changed, the action will no longer work.<\/em><\/p>\n\n\n\n

      Variables in text fields<\/h3>\n\n\n\n

      Text inputs marked as “magic” accept dynamic references to flow variables<\/strong> (e.g. a value captured from the email subject\/body, a field returned from a database query, a CRM property). The variable is resolved at runtime.<\/p>\n\n\n\n

      1. Actions and action tree<\/h2>\n\n\n\n

      1.1. Start<\/h3>\n\n\n\n

      Entry point of the smart routing. Automatically created when a version is created and cannot be deleted. Every email entering the smart routing begins here.<\/p>\n\n\n\n

      Parameters:<\/strong> none.
      Output branches:<\/strong> OK.<\/p>\n\n\n\n

      1.2. Load sharing<\/h3>\n\n\n\n

      Randomly splits incoming traffic across up to 10 branches, according to configurable percentage weights. Useful for A\/B testing or progressively rolling out a new flow.<\/p>\n\n\n\n

      Parameters:<\/strong><\/p>\n\n\n\n

        \n
      • The loads (the sum must be equal to 100)<\/strong>: 10 numeric inputs labelled\u00a0Link load no. 1<\/em>\u00a0to\u00a0Link load no. 10<\/em>. The total of all loads must equal 100.<\/li>\n<\/ul>\n\n\n\n

        Output branches:<\/strong> Link 1, Link 2, \u2026 Link 10, No link.<\/p>\n\n\n\n

        1.3. Add a checkpoint<\/h3>\n\n\n\n

        Tags the email with a qualification tag. Useful to mark a specific step in the flow, to filter statistics later, or to trigger conditional logic downstream.<\/p>\n\n\n\n

        Parameters:<\/strong><\/p>\n\n\n\n

          \n
        • I know<\/strong>:\u00a0the checkpoint<\/em>\u00a0or\u00a0the checkpoint reference<\/em>.<\/li>\n<\/ul>\n\n\n\n

          Output branches:<\/strong> OK, Reference not found.<\/p>\n\n\n\n

          1.4. Pause<\/h3>\n\n\n\n

          Holds the flow for a configured duration before continuing to the next action.<\/p>\n\n\n\n

          Parameters:<\/strong><\/p>\n\n\n\n

            \n
          • Pause time (sec)<\/strong>: duration in seconds.<\/li>\n<\/ul>\n\n\n\n

            Output branches:<\/strong> OK.<\/p>\n\n\n\n

            1.5. Node<\/h3>\n\n\n\n

            Logical join \/ grouping point. Lets multiple upstream branches converge into a single downstream flow, or acts as a visual anchor to keep large trees readable.<\/p>\n\n\n\n

            Parameters:<\/strong> none.
            Output branches:<\/strong> OK.<\/p>\n\n\n\n

            2. Email handling<\/h2>\n\n\n\n

            2.1. Detection of the language<\/h3>\n\n\n\n

            Detects the language of the incoming email (subject and body) and branches accordingly. Useful to route emails to language-specific queues or smart routings.<\/p>\n\n\n\n

            Parameters:<\/strong> none.
            Output branches:<\/strong> Spanish, English, Russian, Arabic, Portuguese, Japanese, French, German, Italian, Turkish, Polish, Ukranian, Croatian, Dutch, By default.<\/p>\n\n\n\n

            2.2. Test an email priority<\/h3>\n\n\n\n

            Checks the priority flag set on the incoming email and branches accordingly.<\/p>\n\n\n\n

            Parameters:<\/strong> none.
            Output branches:<\/strong> High, Normal, Low, By default.<\/p>\n\n\n\n

            2.3. Detect keywords<\/h3>\n\n\n\n

            Searches for configured keywords in the email subject and\/or body, and branches based on which group of keywords is matched. Each branch has its own list of keywords.<\/p>\n\n\n\n

            Parameters:<\/strong><\/p>\n\n\n\n

              \n
            • Search keywords in<\/strong>:\u00a0The email body<\/em>,\u00a0The email subject<\/em>, or\u00a0The email subject and body<\/em>.<\/li>\n\n\n\n
            • Keywords for link No. 1 \u2026 Keywords for link No. 10<\/strong>: list of keywords associated with each output branch. Keywords must be unique across all links.<\/li>\n<\/ul>\n\n\n\n

              Output branches:<\/strong> Link 1, Link 2, \u2026 Link 10, Not found.<\/p>\n\n\n\n

              2.4. Transfer the email<\/h3>\n\n\n\n

              Forwards the incoming email to one or more recipients. The transfer can be blind (the recipient does not see that it is a forward) or include forwarding context.<\/p>\n\n\n\n

              Parameters:<\/strong><\/p>\n\n\n\n

                \n
              • Mailbox<\/strong>: sender mailbox (with optional\u00a0None<\/em>\u00a0value \u2014 if\u00a0None<\/em>\u00a0is selected, the transfer is sent from\u00a0no-reply@<app domain><\/code>).<\/li>\n\n\n\n
              • Transfer the email without modifying it<\/strong>: toggle.\u00a0If enabled, no information about the transfer will be added (in the subject or the content).<\/em><\/li>\n\n\n\n
              • TO<\/strong>,\u00a0CC<\/strong>,\u00a0BCC<\/strong>: recipients (emails or variables).<\/li>\n<\/ul>\n\n\n\n

                Output branches:<\/strong> OK, Not OK.<\/p>\n\n\n\n

                2.5. Email to a Salesforce Query<\/h3>\n\n\n\n

                Creates or updates a Salesforce Query from the email subject. If the email subject does not contain an identifier of an already-existing Query, a new Salesforce Query is created. The Query identifier is then stored in the variable defined below.<\/em><\/p>\n\n\n\n

                Parameters:<\/strong><\/p>\n\n\n\n

                  \n
                • I know<\/strong>:\u00a0The CRM<\/em>\u00a0(Salesforce-integrated only) or\u00a0The CRM reference<\/em>.<\/li>\n\n\n\n
                • Variable<\/strong>\u00a0+\u00a0Field<\/strong>: target variable storing the Salesforce Query ID.<\/li>\n<\/ul>\n\n\n\n

                  Output branches:<\/strong> OK, Error.<\/p>\n\n\n\n

                  3. Sending<\/h2>\n\n\n\n

                  3.1. Send an email<\/h3>\n\n\n\n

                  Sends a templated email from within the email flow. The send can be linked to the interaction (for tracking) or sent as a basic email.<\/p>\n\n\n\n

                  Parameters:<\/strong><\/p>\n\n\n\n

                    \n
                  • I know<\/strong>:\u00a0the email template<\/em>\u00a0or\u00a0the email template reference<\/em>.<\/li>\n\n\n\n
                  • Email template<\/strong>\u00a0(or template reference). When a template is selected, its\u00a0template variables<\/strong>\u00a0appear and must be filled in.<\/li>\n\n\n\n
                  • Type<\/strong>:\u00a0Outgoing interaction<\/em>\u00a0(saves the send as an outgoing interaction) or\u00a0Basic send<\/em>\u00a0(no outgoing interaction created).<\/li>\n\n\n\n
                  • If\u00a0Outgoing interaction<\/em>:\u00a0Distribution queue<\/strong>\u00a0(sender context).<\/li>\n\n\n\n
                  • If\u00a0Basic send<\/em>:\u00a0Mailbox<\/strong>\u00a0(sender context).<\/li>\n\n\n\n
                  • TO<\/strong>,\u00a0CC<\/strong>,\u00a0BCC<\/strong>: recipients.<\/li>\n\n\n\n
                  • Subject<\/strong>: overrides the template’s default subject if provided.<\/li>\n<\/ul>\n\n\n\n

                    Output branches:<\/strong> OK, Partially sent, Reference not found, Error.<\/p>\n\n\n\n

                    3.2. Send a SMS<\/h3>\n\n\n\n

                    Sends a templated SMS to the specified recipient.<\/p>\n\n\n\n

                    Parameters:<\/strong><\/p>\n\n\n\n

                      \n
                    • I know<\/strong>:\u00a0the SMS template<\/em>\u00a0or\u00a0the SMS template reference<\/em>.<\/li>\n\n\n\n
                    • SMS template<\/strong>\u00a0(or template reference). When a template is selected, its\u00a0template variables<\/strong>\u00a0appear and must be filled in.<\/li>\n\n\n\n
                    • Content<\/strong>: optional text that overrides the SMS template content.<\/li>\n\n\n\n
                    • Type<\/strong>:\u00a0Outgoing interaction<\/em>\u00a0or\u00a0Basic SMS send<\/em>.<\/li>\n\n\n\n
                    • SMS number<\/strong>: sender number.<\/li>\n\n\n\n
                    • Recipient<\/strong>: recipient phone number (variable supported).<\/li>\n<\/ul>\n\n\n\n

                      Output branches:<\/strong> OK, Error, Not mobile, Reference not found.<\/p>\n\n\n\n

                      4. Distribution<\/h2>\n\n\n\n

                      4.1. Distribution to queue<\/h3>\n\n\n\n

                      Routes the email to an ACD distribution queue (or queue group) so that an agent can take it.<\/p>\n\n\n\n

                      Parameters:<\/strong><\/p>\n\n\n\n

                        \n
                      • Distribution to<\/strong>:\u00a0Queue<\/em>\u00a0or\u00a0Queue group<\/em>.<\/li>\n\n\n\n
                      • I know<\/strong>:\n
                          \n
                        • For a queue:\u00a0the queue<\/em>\u00a0or\u00a0the queue reference<\/em>.<\/li>\n\n\n\n
                        • For a queue group:\u00a0the distribution group<\/em>\u00a0or\u00a0the distribution group reference<\/em>.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
                        • Prioritize<\/strong>: if enabled, the email is placed first in the queue.<\/li>\n<\/ul>\n\n\n\n

                          Output branches:<\/strong> Processed, Unprocessed, Reference not found, Overflow – No user, Overflow – Maximum estimated waiting time, Overflow – Maximum number of waiting interactions, Overflow, Dissuasion – Maximum wait time reached, Dissuasion – By the user, Dissuasion (all types).<\/p>\n\n\n\n

                          4.2. Distribution to a smart routing<\/h3>\n\n\n\n

                          Hands the email off to another email smart routing. The target smart routing picks up processing from its Start action.<\/p>\n\n\n\n

                          Parameters:<\/strong><\/p>\n\n\n\n

                            \n
                          • I know<\/strong>:\u00a0the smart routing<\/em>\u00a0or\u00a0the smart routing reference<\/em>. The target smart routing must use the same flow type and not be an end-of-interaction smart routing.<\/li>\n<\/ul>\n\n\n\n

                            Output branches:<\/strong> Not found, Maximum number of distributions to a smart routing reached.<\/p>\n\n\n\n

                            4.3. Distribution to a user<\/h3>\n\n\n\n

                            Assigns the email directly to a specific user \/ agent, bypassing the queue.<\/p>\n\n\n\n

                            Parameters:<\/strong><\/p>\n\n\n\n

                              \n
                            • I know<\/strong>:\u00a0the user<\/em>,\u00a0the user reference<\/em>, or\u00a0I want to assign to the preferred agent<\/em>.<\/li>\n<\/ul>\n\n\n\n

                              Output branches:<\/strong> OK, Error, No response, Reference not found.<\/p>\n\n\n\n

                              5. Cases & CRM<\/h2>\n\n\n\n

                              5.1. Associate the interaction with a case<\/h3>\n\n\n\n

                              Retrieves an existing case using its reference and attaches it to the current email.<\/p>\n\n\n\n

                              Parameters:<\/strong><\/p>\n\n\n\n

                                \n
                              • Reference of the case with which the interaction is associated<\/strong>: lookup value (variable supported).\u00a0If the reference is not entered, the last case associated with this customer (out of the last 3) will be selected.<\/em><\/li>\n<\/ul>\n\n\n\n

                                Output branches:<\/strong> OK, Not found.<\/p>\n\n\n\n

                                5.2. Dissociate the case from the interaction<\/h3>\n\n\n\n

                                Detaches the case currently linked to the email. Useful when re-qualifying mid-flow.<\/p>\n\n\n\n

                                Parameters:<\/strong> none.
                                Output branches:<\/strong> OK.<\/p>\n\n\n\n

                                5.3. Create a new case and associate it with the interaction<\/h3>\n\n\n\n

                                Creates a new case of a given type and immediately attaches it to the email.<\/p>\n\n\n\n

                                Parameters:<\/strong><\/p>\n\n\n\n

                                  \n
                                • New case title<\/strong>\u00a0(variable supported).<\/li>\n\n\n\n
                                • I know<\/strong>:\u00a0the case type<\/em>\u00a0or\u00a0the case type reference<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                  Output branches:<\/strong> OK, Error, Not found.<\/p>\n\n\n\n

                                  5.4. Modify a case<\/h3>\n\n\n\n

                                  Updates fields of an existing case identified by its reference.<\/p>\n\n\n\n

                                  Parameters:<\/strong><\/p>\n\n\n\n

                                    \n
                                  • Case reference<\/strong>: lookup value (variable supported).\u00a0If no value is entered, the case linked to the workflow will be used.<\/em><\/li>\n\n\n\n
                                  • Field 1 \u2026 Field N<\/strong>\u00a0(repeatable): each field combines a\u00a0Case fields<\/strong>\u00a0selector and a\u00a0New value<\/strong>\u00a0input.<\/li>\n<\/ul>\n\n\n\n

                                    Output branches:<\/strong> OK, Error, Not found.<\/p>\n\n\n\n

                                    5.5. Associate the interaction with a CRM card<\/h3>\n\n\n\n

                                    Searches for a customer-contact CRM card using field-based search assertions. The matching card is linked to the email.<\/p>\n\n\n\n

                                    Parameters:<\/strong><\/p>\n\n\n\n

                                      \n
                                    • CRM in which to search for the card<\/strong>: target customer-contact directory.<\/li>\n\n\n\n
                                    • Create a new file if not found<\/strong>: optional toggle (disabled for integration-backed CRMs).<\/li>\n\n\n\n
                                    • Confirm the test if<\/strong>:\u00a0all the following assertions<\/em>\u00a0(AND) or\u00a0at least one of the following assertions<\/em>\u00a0(OR).<\/li>\n\n\n\n
                                    • Search assertions<\/strong>: list of\u00a0CRM card field<\/em>\u00a0+\u00a0value<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                      Output branches:<\/strong> OK, Not OK, Not found, By default.<\/p>\n\n\n\n

                                      5.6. Create a CRM card<\/h3>\n\n\n\n

                                      Creates a new customer-contact CRM card.<\/p>\n\n\n\n

                                      Parameters:<\/strong><\/p>\n\n\n\n

                                        \n
                                      • CRM in which to search for the card<\/strong>.<\/li>\n\n\n\n
                                      • CRM card fields<\/strong>: list of\u00a0CRM field<\/em>\u00a0+\u00a0value<\/em>.<\/li>\n\n\n\n
                                      • Associate the CRM card with the interaction<\/strong>: toggle to attach the newly created card to the current email.<\/li>\n<\/ul>\n\n\n\n

                                        Output branches:<\/strong> OK, Error.<\/p>\n\n\n\n

                                        5.7. Associate the interaction with a CRM V2 card<\/h3>\n\n\n\n

                                        Retrieves a card via a configured CRM V2 scenario and attaches it to the email.<\/p>\n\n\n\n

                                        Parameters:<\/strong><\/p>\n\n\n\n

                                          \n
                                        • CRM in which to search for the card<\/strong>.<\/li>\n\n\n\n
                                        • CRM scenario<\/strong>\u00a0(filtered by the chosen CRM). If a default scenario exists, it can be selected.<\/li>\n<\/ul>\n\n\n\n

                                          Output branches:<\/strong> OK, Not OK, Not found, By default.<\/p>\n\n\n\n

                                          5.8. Create a CRM V2 card<\/h3>\n\n\n\n

                                          Creates a new CRM V2 card for a given CRM and CRM object.<\/p>\n\n\n\n

                                          Parameters:<\/strong><\/p>\n\n\n\n

                                            \n
                                          • CRM<\/strong>\u00a0and\u00a0CRM object<\/strong>.<\/li>\n\n\n\n
                                          • CRM card fields<\/strong>: list of\u00a0CRM field<\/em>\u00a0+\u00a0value<\/em>.<\/li>\n\n\n\n
                                          • Associate the CRM card with the interaction<\/strong>: toggle.<\/li>\n<\/ul>\n\n\n\n

                                            Output branches:<\/strong> OK, Error.<\/p>\n\n\n\n

                                            5.9. Create a task<\/h3>\n\n\n\n

                                            Creates a task linked to the email, with configurable start and end dates. If the task type is Salesforce, the Salesforce ID is stored in a variable.<\/p>\n\n\n\n

                                            Parameters:<\/strong><\/p>\n\n\n\n

                                              \n
                                            • Task name<\/strong>\u00a0(variable supported).<\/li>\n\n\n\n
                                            • Task category<\/strong>.<\/li>\n\n\n\n
                                            • Task kind<\/strong>. If Salesforce:\u00a0Variable containing the Salesforce Query ID<\/strong>.<\/li>\n\n\n\n
                                            • Date to start the task<\/strong>:\u00a0Now<\/em>,\u00a0At a later date<\/em>, or\u00a0No start date<\/em>.<\/li>\n\n\n\n
                                            • If\u00a0At a later date<\/em>:\u00a0Time interval<\/strong>\u00a0(numeric value) + interval kind (Hours<\/em>,\u00a0Days<\/em>,\u00a0Weeks<\/em>,\u00a0Months<\/em>).<\/li>\n\n\n\n
                                            • Date on which the task must end<\/strong>:\u00a0End postponed<\/em>\u00a0or\u00a0No end date<\/em>.<\/li>\n\n\n\n
                                            • If\u00a0End postponed<\/em>: same time interval \/ kind as above.<\/li>\n<\/ul>\n\n\n\n

                                              Output branches:<\/strong> OK, Error.<\/p>\n\n\n\n

                                              6. Data<\/h2>\n\n\n\n

                                              6.1. Assign values to variables<\/h3>\n\n\n\n

                                              Writes one or more values into flow variables for later use.<\/p>\n\n\n\n

                                              Parameters:<\/strong><\/p>\n\n\n\n

                                                \n
                                              • Variable 1 \u2026 Variable N<\/strong>\u00a0(repeatable). Each block contains a\u00a0Variable<\/strong>\u00a0+\u00a0Field<\/strong>\u00a0selector and a\u00a0New value<\/strong>\u00a0input.<\/li>\n<\/ul>\n\n\n\n

                                                Output branches:<\/strong> OK, Error.<\/p>\n\n\n\n

                                                6.2. Test a value(s)<\/h3>\n\n\n\n

                                                Evaluates one or more conditions on variables and branches accordingly.<\/p>\n\n\n\n

                                                Parameters:<\/strong><\/p>\n\n\n\n

                                                  \n
                                                • Confirm the test if<\/strong>:\u00a0all the following conditions are valid<\/em>\u00a0(AND) or\u00a0at least one of the following conditions is valid<\/em>\u00a0(OR).<\/li>\n\n\n\n
                                                • Condition 1 \u2026 Condition N<\/strong>\u00a0(repeatable). Each block contains:\n
                                                    \n
                                                  • Variable<\/strong>: a magic input referencing the value to test.<\/li>\n\n\n\n
                                                  • Operator<\/strong>: comparison operator (=, \u2260, \u2265, \u2264, contains, starts with, ends with,\u00a0Exists<\/em>,\u00a0Does not exist<\/em>,\u00a0Is empty<\/em>,\u00a0Is true<\/em>,\u00a0Is false<\/em>,\u00a0Is a date<\/em>,\u00a0Is the morning<\/em>,\u00a0Is the afternoon<\/em>,\u00a0Is the weekend<\/em>,\u00a0Is an odd week<\/em>,\u00a0Is an even week<\/em>,\u00a0Regular expression<\/em>).<\/li>\n\n\n\n
                                                  • Value<\/strong>: the comparison value (hidden for unary operators such as\u00a0Exists<\/em>,\u00a0Is empty<\/em>, etc.).<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n

                                                    Output branches:<\/strong> Yes, No, Error.<\/p>\n\n\n\n

                                                    6.3. Values table<\/h3>\n\n\n\n

                                                    Looks up an input value in a values table and stores the returned value into a flow variable. Typically used for translation tables, mapping codes, or routing matrices.<\/p>\n\n\n\n

                                                    Parameters:<\/strong><\/p>\n\n\n\n

                                                      \n
                                                    • I know<\/strong>:\u00a0the values table<\/em>\u00a0or\u00a0the values table reference<\/em>.<\/li>\n\n\n\n
                                                    • Correspondence reference<\/strong>: the lookup value (variable supported).<\/li>\n\n\n\n
                                                    • Variable in which to store the corresponding value<\/strong>: target\u00a0Variable<\/strong>\u00a0+\u00a0Field<\/strong>.<\/li>\n<\/ul>\n\n\n\n

                                                      Output branches:<\/strong> OK, Reference not found, No value.<\/p>\n\n\n\n

                                                      6.4. Fill in the variables from a database<\/h3>\n\n\n\n

                                                      Queries a custom database and stores retrieved field values into flow variables.<\/p>\n\n\n\n

                                                      Parameters:<\/strong><\/p>\n\n\n\n

                                                        \n
                                                      • Database<\/strong>.<\/li>\n\n\n\n
                                                      • Select a conforming database entry<\/strong>:\u00a0all the following assertions<\/em>\u00a0(AND) or\u00a0at least one of the following assertions<\/em>\u00a0(OR).<\/li>\n\n\n\n
                                                      • Search assertions<\/strong>: list of\u00a0Database column<\/em>\u00a0+\u00a0value<\/em>.<\/li>\n\n\n\n
                                                      • Variable(s) in which to store the search result<\/strong>: list of\u00a0Database column<\/em>\u00a0\u2192\u00a0Variable<\/em>\u00a0+\u00a0Field<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                        Output branches:<\/strong> OK, Not found.<\/p>\n\n\n\n

                                                        6.5. Save values to a database<\/h3>\n\n\n\n

                                                        Inserts a new row into a custom database.<\/p>\n\n\n\n

                                                        Parameters:<\/strong><\/p>\n\n\n\n

                                                          \n
                                                        • Database<\/strong>.<\/li>\n\n\n\n
                                                        • Fields<\/strong>: list of\u00a0Database field<\/em>\u00a0+\u00a0value<\/em>. Required fields are added automatically.<\/li>\n<\/ul>\n\n\n\n

                                                          Output branches:<\/strong> OK, Not OK.<\/p>\n\n\n\n

                                                          6.6. Modify the values of a database<\/h3>\n\n\n\n

                                                          Finds rows in a custom database matching the search assertions and updates selected fields.<\/p>\n\n\n\n

                                                          Parameters:<\/strong><\/p>\n\n\n\n

                                                            \n
                                                          • Database<\/strong>.<\/li>\n\n\n\n
                                                          • Modify…<\/strong>:\u00a0Only the first value found<\/em>\u00a0or\u00a0All values found<\/em>.<\/li>\n\n\n\n
                                                          • Search assertions<\/strong>: list of\u00a0Database column<\/em>\u00a0+\u00a0value<\/em>.<\/li>\n\n\n\n
                                                          • Fields to modify<\/strong>: list of\u00a0Field to modify<\/em>\u00a0+\u00a0new value<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                            Output branches:<\/strong> OK, Error, Column(s) not found, No value found, No modification.<\/p>\n\n\n\n

                                                            6.7. Date and time (retrieval and calculations)<\/h3>\n\n\n\n

                                                            Reads or computes a date and time value and stores it in a flow variable.<\/p>\n\n\n\n

                                                            Parameters:<\/strong><\/p>\n\n\n\n

                                                              \n
                                                            • Reference the date and time<\/strong>:\u00a0of the passage in the action<\/em>\u00a0(now) or\u00a0from a variable<\/em>\u00a0(input date).<\/li>\n\n\n\n
                                                            • If\u00a0from a variable<\/em>:\u00a0Variable<\/strong>\u00a0input.<\/li>\n\n\n\n
                                                            • Operation on the date and time<\/strong>:\u00a0none<\/em>,\u00a0add<\/em>,\u00a0subtract<\/em>, or\u00a0set to<\/em>.<\/li>\n\n\n\n
                                                            • For\u00a0add<\/em>\u00a0\/\u00a0subtract<\/em>:\u00a0Days<\/strong>,\u00a0Hours<\/strong>,\u00a0Minutes<\/strong>,\u00a0Seconds<\/strong>.<\/li>\n\n\n\n
                                                            • For\u00a0set to<\/em>: a toggle\u00a0Use the day of the week<\/strong>\u00a0switches between\u00a0Day of the month<\/strong>\u00a0and\u00a0Day of the week<\/strong>, then\u00a0Hours<\/strong>,\u00a0Minutes<\/strong>,\u00a0Seconds<\/strong>.<\/li>\n\n\n\n
                                                            • Result storage<\/strong>: target\u00a0Variable<\/strong>\u00a0+\u00a0Field<\/strong>.<\/li>\n<\/ul>\n\n\n\n

                                                              Output branches:<\/strong> OK, Not OK.<\/p>\n\n\n\n

                                                              6.8. Check the number of passages<\/h3>\n\n\n\n

                                                              Increments a counter each time the email passes through the action, then branches depending on whether the counter is below or above the configured threshold. Useful for retry loops or capping the number of attempts.<\/p>\n\n\n\n

                                                              Parameters:<\/strong><\/p>\n\n\n\n

                                                                \n
                                                              • Maximum number of passages<\/strong>\u00a0of interaction in this action<\/em>: numeric threshold.<\/li>\n\n\n\n
                                                              • Reset the counter to 0<\/strong>\u00a0when the limit is reached<\/em>: optional toggle.<\/li>\n<\/ul>\n\n\n\n

                                                                Output branches:<\/strong> Less than or equal to, Greater.<\/p>\n\n\n\n

                                                                6.9. Check Nth contact<\/h3>\n\n\n\n

                                                                Branches based on how many previous contacts the customer has had over a configurable time window. Useful to recognize returning contacts or escalate repeat senders.<\/p>\n\n\n\n

                                                                Parameters:<\/strong><\/p>\n\n\n\n

                                                                  \n
                                                                • Time interval to be counted<\/strong>\u00a0(radio choices).<\/li>\n\n\n\n
                                                                • Value<\/strong>: number of days \/ period.<\/li>\n\n\n\n
                                                                • Link 1 \u2026 Link 10<\/strong>: 10 ordered numeric thresholds. The email takes the branch matching the closest threshold above the counted contacts.\u00a0It is recommended to order them from smallest to largest (e.g. Link 1: 0, Link 2: 2, Link 3: 5).<\/em><\/li>\n<\/ul>\n\n\n\n

                                                                  Output branches:<\/strong> Link 1, Link 2, \u2026 Link 10, No link.<\/p>\n\n\n\n

                                                                  7. Time and dates<\/h2>\n\n\n\n

                                                                  7.1. Test a schedule<\/h3>\n\n\n\n

                                                                  Branches on whether the configured calendar is currently open or closed. Used to route out-of-hours emails to a different message or queue.<\/p>\n\n\n\n

                                                                  Parameters:<\/strong><\/p>\n\n\n\n

                                                                    \n
                                                                  • I know<\/strong>:\u00a0the schedule<\/em>\u00a0or\u00a0the schedule reference<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                    Output branches:<\/strong> Open, Closed, Not found.<\/p>\n\n\n\n

                                                                    7.2. Test if it is an even or odd week<\/h3>\n\n\n\n

                                                                    Branches on whether the current ISO week number is even or odd. Typically used for bi-weekly routing schemes.<\/p>\n\n\n\n

                                                                    Parameters:<\/strong> none.
                                                                    Output branches:<\/strong> Even, Uneven.<\/p>\n\n\n\n

                                                                    8. Interconnection<\/h2>\n\n\n\n

                                                                    8.1. Web service<\/h3>\n\n\n\n

                                                                    Calls a configured external HTTP web service. In synchronous mode, response fields can be mapped into flow variables for downstream use.<\/p>\n\n\n\n

                                                                    Parameters:<\/strong><\/p>\n\n\n\n

                                                                      \n
                                                                    • Web service<\/strong>: target definition.<\/li>\n\n\n\n
                                                                    • Request settings<\/strong>: input variables passed to the web service.<\/li>\n\n\n\n
                                                                    • Synchronous<\/strong>: toggle. If enabled, the smart routing waits for the response before continuing.<\/li>\n\n\n\n
                                                                    • If synchronous:\u00a0Variables in which to store the web service return<\/strong>: list of\u00a0response field<\/em>\u00a0\u2192\u00a0Variable<\/em>\u00a0+\u00a0Field<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                      Output branches:<\/strong> OK, Not OK.<\/p>\n\n\n\n

                                                                      9. Campaigns<\/h2>\n\n\n\n

                                                                      These actions push a target into an outbound campaign \u2014 useful to schedule an outbound contact back after an email exchange. All three campaign actions share the same configuration model.<\/p>\n\n\n\n

                                                                      9.1. Insert a target in a WhatsApp campaign<\/h3>\n\n\n\n

                                                                      Inserts a new target into a WhatsApp outbound campaign.<\/p>\n\n\n\n

                                                                      9.2. Insert a target in a voice campaign<\/h3>\n\n\n\n

                                                                      Inserts a new target into a voice outbound campaign.<\/p>\n\n\n\n

                                                                      9.3. Insert a target in the SMS campaign<\/h3>\n\n\n\n

                                                                      Inserts a new target into an SMS outbound campaign.<\/p>\n\n\n\n

                                                                      Parameters (common):<\/strong><\/p>\n\n\n\n

                                                                        \n
                                                                      • I know<\/strong>:\n
                                                                          \n
                                                                        • For a WhatsApp campaign:\u00a0the WhatsApp campaign<\/em>\u00a0or\u00a0the WhatsApp campaign reference<\/em>.<\/li>\n\n\n\n
                                                                        • For a voice campaign:\u00a0the voice campaign<\/em>\u00a0or\u00a0the voice campaign reference<\/em>.<\/li>\n\n\n\n
                                                                        • For an SMS campaign:\u00a0the SMS campaign<\/em>\u00a0or\u00a0the SMS campaign reference<\/em>.<\/li>\n<\/ul>\n<\/li>\n\n\n\n
                                                                        • Insert if duplicate<\/strong>: toggle to bypass duplicate detection.<\/li>\n\n\n\n
                                                                        • Phone number<\/strong>: target phone number (variable supported).<\/li>\n\n\n\n
                                                                        • Start date<\/strong>: optional.\u00a0If not entered, the current date will be used.<\/em><\/li>\n\n\n\n
                                                                        • Priority<\/strong>: variable or numeric value within the configured range.<\/li>\n\n\n\n
                                                                        • Campaign target layout<\/strong>\u00a0(with optional\u00a0None<\/em>\u00a0value).<\/li>\n\n\n\n
                                                                        • Campaign target fields<\/strong>: dynamic list of fields driven by the chosen layout (typed accordingly).<\/li>\n<\/ul>\n\n\n\n

                                                                          Output branches:<\/strong> OK, Reference not found, Error, Duplication, Invalid number.<\/p>\n\n\n\n

                                                                          10. Survey<\/h2>\n\n\n\n

                                                                          10.1. Survey<\/h3>\n\n\n\n

                                                                          Attaches a survey to the email so that the customer is invited to answer it.<\/p>\n\n\n\n

                                                                          Parameters:<\/strong><\/p>\n\n\n\n

                                                                            \n
                                                                          • I know<\/strong>:\u00a0the survey<\/em>\u00a0or\u00a0the survey reference<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                            Output branches:<\/strong> OK, Reference not found, Error.<\/p>\n\n\n\n

                                                                            11. Payment and billing<\/h2>\n\n\n\n

                                                                            11.1. Search for invoice<\/h3>\n\n\n\n

                                                                            Looks up an invoice based on a customer-provided identifier (number, phone, customer ID, etc.) and stores the matching invoice in the bill<\/code> flow variable for downstream actions.<\/p>\n\n\n\n

                                                                            Parameters:<\/strong><\/p>\n\n\n\n

                                                                              \n
                                                                            • I know<\/strong>\u00a0(custom set of options for invoice identification):\n
                                                                                \n
                                                                              • the invoice number<\/em><\/li>\n\n\n\n
                                                                              • the invoice mobile phone number<\/em><\/li>\n\n\n\n
                                                                              • the invoice landline number<\/em><\/li>\n\n\n\n
                                                                              • the customer number of the invoice<\/em><\/li>\n\n\n\n
                                                                              • the invoice ID<\/em><\/li>\n\n\n\n
                                                                              • the email address of the invoice<\/em><\/li>\n<\/ul>\n<\/li>\n\n\n\n
                                                                              • Value<\/strong>: the lookup value matching the chosen identifier (variable supported). The label adapts to the selected identifier.<\/li>\n\n\n\n
                                                                              • If several invoices are found, select<\/strong>:\u00a0the oldest<\/em>\u00a0or\u00a0the most recent<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                                Note:<\/strong> The retrieved invoice is stored in the bill<\/code> variable.<\/em><\/p>\n\n\n\n

                                                                                Output branches:<\/strong> OK, Not found.<\/p>\n\n\n\n

                                                                                11.2. Pay an invoice<\/h3>\n\n\n\n

                                                                                Triggers a payment flow for an existing invoice or for a custom amount, through a configured payment module. Depending on the channel chosen, the customer is invited to pay via SMS link, email link or directly within the smart routing (Ino Pay only).<\/p>\n\n\n\n

                                                                                Parameters:<\/strong><\/p>\n\n\n\n

                                                                                  \n
                                                                                • Type<\/strong>:\u00a0Invoice<\/em>\u00a0or\u00a0Amount<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                                  If Invoice<\/strong>:<\/p>\n\n\n\n

                                                                                    \n
                                                                                  • I know<\/strong>: same custom set of options as for\u00a0Search for invoice<\/em>.<\/li>\n\n\n\n
                                                                                  • Value<\/strong>: lookup value (variable supported).<\/li>\n\n\n\n
                                                                                  • If several invoices are found, select<\/strong>:\u00a0the oldest<\/em>\u00a0or\u00a0the most recent<\/em>.<\/li>\n<\/ul>\n\n\n\n

                                                                                    If Amount<\/strong>:<\/p>\n\n\n\n

                                                                                      \n
                                                                                    • Amount<\/strong>\u00a0(max 2 decimals).<\/li>\n\n\n\n
                                                                                    • Currency<\/strong>.<\/li>\n\n\n\n
                                                                                    • Invoice name<\/strong>.<\/li>\n\n\n\n
                                                                                    • Invoice reference<\/strong>.<\/li>\n\n\n\n
                                                                                    • Customer reference<\/strong>.<\/li>\n\n\n\n
                                                                                    • Comment<\/strong>.<\/li>\n\n\n\n
                                                                                    • Customized data<\/strong>.<\/li>\n\n\n\n
                                                                                    • Mobile phone number<\/strong>\u00a0(must include the country code).<\/li>\n\n\n\n
                                                                                    • Fixed phone number<\/strong>.<\/li>\n\n\n\n
                                                                                    • Email<\/strong>.<\/li>\n<\/ul>\n\n\n\n

                                                                                      Common to both types:<\/p>\n\n\n\n

                                                                                        \n
                                                                                      • Payment module<\/strong>\u00a0(filtered to internal, active or sandbox modules).<\/li>\n\n\n\n
                                                                                      • Mode<\/strong>:\u00a0SMS<\/em>,\u00a0Email<\/em>, or\u00a0Smart routing<\/em>\u00a0(Smart routing mode only available for Ino Pay payment modules).<\/li>\n<\/ul>\n\n\n\n

                                                                                        Output branches:<\/strong> Payment stopped, Bank transfer error, Invoice not found, Fraudulent payment, Failed payment, Payment error, Payment successful, Notification successfully sent.<\/p>\n","protected":false},"excerpt":{"rendered":"

                                                                                        [Reading time: 17 minutes] Overview An\u00a0email smart routing\u00a0is built as a tree of\u00a0actions. Each action performs a specific task \u2014 sending a message, transferring the email, branching on a value, distributing the interaction, calling a web service, etc. \u2014 and connects to one or more\u00a0output branches\u00a0that determine which action runs…<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[107],"ht-kb-tag":[131,123],"class_list":["post-6434","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-configuring","ht_kb_tag-maker","ht_kb_tag-smart-routing"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6434","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=6434"}],"version-history":[{"count":3,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6434\/revisions"}],"predecessor-version":[{"id":6441,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6434\/revisions\/6441"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=6434"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=6434"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=6434"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}