Creatio analyzes all the incoming emails for auto-replies and spam, which helps to reduce the workload of support agents who initially process email messages, and increase the efficiency of their work.
You can control the system behavior when "junk" emails are received and determine whether cases should be registered based on these emails. If the sender’s email address or its domain is included in the blacklist (Fig. 1), the system will either create a case or ignore the email, depending on the value of the [Create cases from "junk" emails] system setting.
Fig. 1 The [Blacklist of email addresses and domains for case registration] lookup
Note
The blacklist is maintained in the [Blacklist of email addresses and domains for case registration] lookup.
By default, the system assigns the “Canceled” status with “Received from blacklisted email” reason for closing for all cases created from “junk” emails. The “junk” case status can be changed in the [Junk case default status] system setting. (Fig. 2)
Fig. 2 Case registered by “junk” email
Detailed configuration of unwanted cases is described in in a separate article.
See also
