How To Setup, And Understand The Tagging Feature Within Oracle Email Center. (Doc ID 1530997.1)

Last updated on AUGUST 08, 2021

Applies to:

Goal

A "tag" is a data item that is appended to an outbound email by Oracle Email Center. The process of appending a sequence of one or more "tags" to an outbound email and extracting the same from an incoming email is referred to as "tagging". A unique identifier is assigned to the sequence of tags appended to every email.

A tag can be of two of types:

System Tags - This consists of the following system related data items that are appended to every outbound email:

• Customer ID and Contact ID - Used to automatically identify the customer and contact sending the email

• Agent ID - Used to automatically route the customer reply back to the same agent

• Interaction ID - Used to thread or link related email interactions

• Service Request Number - Used to automatically update the Service Request

Custom Tags - An administrator can also define "custom" tags pertaining to the implementation. These custom tags could be of the following types:

• Fixed - The value for the tag is provided by the administrator at the time of creation

• Query - The value of the tag is obtained by executing the associated SQL query at runtime

• Procedure - The value of the tag is obtained by executing the associated PL/SQL procedure at runtime

A "custom" tag is not appended to an outbound email unless and until the customer tag is associated with the email account from which the email is sent out.

Email Center currently appends the cryptic tagging ID at the end of the subject enclosed within "[RE: ]". When a customer replies back to an email generated by Email Center, the tags are extracted from the incoming email and the data is used for various automated processing actions (as detailed above for the "system" tags). The tags are also made available as "keys" for defining email processing rules.

This notes, details the set-up required to create a Custom Fixed tag within Email Center, and how this tag can be used in the classification of a replied to email.

The note also describes the Query and Procedure set-up required for tagging in more Detail.

Solution

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