Inbound email
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      1. Onboarding Guide
      2. Getting Started with Omni
      3. Inbound email

      How do I create an inbound route for email?

      Creating inbound routes. Directing to queues. Directing to flows.

      Inbound routes create the bridge from the outside world into your Omni environment. You will need an inbound route for each email address a customer might use to reach you.

      Creating a route

      To create an inbound route, in your Admin account:

      1. Go to the Inbound page.
      2. Go to the Inbound routes subpage.
      3. Click the Create button.
      4. Type the Email address. This should be the external email address which your customers will be sending emails to.

      Choosing the destination

      For Destination type you can choose:

      • Agent
      • Flow
      • LeadML
      • Queue

      Your choice will determine what other fields you need to complete.

      Agent

      Directing a message to a queue or flow is generally preferable, in case the agent is away, however you can use this option to send any messages to this email address directly to a specific agent.

      1. Click the Destination type drop-down list and select Agent.
      2. Click the Select destination drop-down list and select the agent.
      3. Click the Project drop-down list and select the appropriate project.
      4. Click OK.

      Flow

      To direct messages to a flow:

      1. Click the Destination type drop-down list and select Flow.
      2. Click the Flow drop-down list and select the desired flow.
      3. Click OK.

      LeadML

      LeadML is the language used to create flows. It is possible you might have created LeadML code outside the Flow tool and this option lets you link to that.

      1. Click the Destination type drop-down list and select LeadML.
      2. Type the LeadML name.
      3. Type (or more likely paste!) the URL of your LeadML code.
      4. Click OK.

      Queue

      You can also direct messages straight to a Message channel queue.

      1. Click the Destination type drop-down list and select Queue.
      2. Click the Message channel queue drop-down list and select the appropriate queue.
      3. Click the Project drop-down list and select the appropriate project.
      4. Click OK.

      Remember to create an inbound route for each email address the customer might use to contact your service.