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Unified Messaging
Routing Scenarios: Examples

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Routing Scenarios: Examples

These examples show how the system evaluates and routes inbound replies based on campaign state, routing type, and Reply Mail Management (RMM) settings.

Required Editions

Available in: Salesforce Enterprise and Unlimited Editions with Marketing Cloud Next Advanced Edition
Scenario and Context Admin Configuration System Result
  • Action: User replies to the initial marketing email (promotional or transactional).
  • Campaign State: Active (waiting for response)
  • Active Conversation Thread: No
  • Conversational Capabilities Enabled: Yes
  • RMM: Any Setting
  • Routing Type: Omni-Flow (routes to Service agent) or Agentforce Service Agent
 Flow Triggered: A flow is active and waiting for the user’s response to the campaign email. The reply is routed to the flow, which then routes it to the Service agent according to the configured Omni-Flow routing type.
  • Action: User sends a follow-up reply to an ongoing email thread.
  • Campaign State: Any
  • Active Conversation Thread: Yes
  • Conversational Capabilities Enabled: Yes
  • RMM: Any Setting
  • Routing Type: Omni-Flow (routes to Service agent) or Agentforce Service Agent
 Added to Thread: An active threaded conversation exists with the user. The reply is routed to that active conversation thread with the Agentforce Service agent.
  • Action: User replies to a standard promotional or transactional email with a question (within 30 days for promotional email).
  • Campaign State: Expired
  • Active Conversation Thread: No
  • Conversational Capabilities Enabled: Yes
  • RMM: Use Agent Conversational Settings
  • Routing Type: Agentforce Service Agent

New Agent Conversation:

No active flow or open conversation exists. The Use Agent Conversational Settings option is configured to resolve remaining messages. The reply is routed directly to the configured agent, creating a conversation.
  • Action: Email client sends an automated out-of-office (OOO) reply.
  • Campaign State: Any
  • Active Conversation Thread: Any
  • ConversationalCapabilities Enabled: Any
  • RMM: Default or Custom RMM (Delete Auto-Replies = Yes) Routing Type: Any
 Message Deleted: RMM detects an out-of-office (OOO) auto-reply and deletes the message.
  • Action: User replies with Stop or Unsubscribe.
  • Campaign State: Any
  • Active Conversation Thread: Any
  • Conversational Capabilities Enabled: any
  • RMM: Any setting
  • Routing Type: Any
 Opt-Out Processed: The system detects an opt-out keyword in the reply, unsubscribes the user (if a communication subscription is associated), and ends the conversation if one is active.
  • Action: User replies to a standard promotional or transactional email.
  • Campaign State: Any
  • Active Conversation Thread: No
  • Conversational Capabilities Enabled: No
  • RMM: Custom RMM (Forward to Inbox = Yes) OR Default RMM (Forward to Inbox = Yes)
  • Routing Type: Not Applicable
Forwarded to Inbox: A Reply Mail Management rule intercepts the reply and forwards it to the designated external email address.
 
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