A workflow action is a type of rule action that sends a message somewhere. Autorespond, Forward and Track, No Answer, Redirect, and Route are all workflow actions. Only one workflow action is applied to a message. If more than one workflow rule is applicable, then the first workflow rule satisfied takes precedence. If no workflow rule is applicable, then the incoming message is routed to the General Pool by default.
NOTE: If the first incoming message in a case was answered by an autoresponse agent, the second incoming message is not sent to the same autoresponse agent. This protects your customer from receiving the same autoresponse twice.
There are three special situations where a workflow rule action is assigned to a message before it is processed by the Incoming Message Rules:
If an incoming message is a response to a Collaboration or Forward and Track request, then that message bypasses all rules and is handled appropriately.
If a message is one of a group of messages from the same customer within a designated time window, the message is routed to the same user or queue to which the first message in that time window was routed. The new incoming message is also assigned the same Case ID as the first message.
If the message is a reply to a response from the KANA Response system and arrives with a tracking number in the subject line, then that message is assigned to the same case as the original response. If the Keep Case Ownership option is selected or if the message enters the KANA Response system within the number of minutes specified in the Assign Same Case Number within ( ) minutes option, then the message is routed to the KANA Response user who completed the original response. See KANA Mail Online Help for more information.