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Last Post 8/19/2009 8:55 PM by  Rod Weir
Users keep replying outside the lines
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8/16/2009 4:59 PM

    We recently implemented the email text extraction profile to grab the reply text from between the lines. It does keep the contents of the job so much easier to read.

    However, a number of users continue to ignore our requests to reply between the lines. Any replies like this get dumped into the 'Email Manager: Reply with no action' folder to be looked over. How do you handle this in your implementation? Do you continue sending reminders? Should I just give up and add the entire email to the job if there was nothing to extract? My colleagues would like an automated reply for each email that hits that bucket that advises  the user their email didn't reach their intended destination and that they should reply again between the lines. Not sur ehow I could achieve that one, though.

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    8/16/2009 7:19 PM
    Couldn't you just use a GroupWise/Outlook rule to send an email when something is posted to the designated folder? If necessary, you could create a folder that handles instances where the "not between the lines" emails are found.

    Email Manager profiles seem to allow you to handle these cases in that way.

    Stu
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    8/17/2009 7:05 PM

    Hi Muser,

    Sounds like you need Terry Tate - Office Linebacker to go to work
    http://www.youtube.com/watch?v=RzToNo7A-94

    If Terry isn't available, you could try this...

    1. The reply text extraction process will attempt to extract the reply using 3 different methods.  If method 1 doesn't work, it will move onto method 2 and finally the 3rd method
       
    2. The first method is the "Between the lines" extraction.  If clients don't use this, then method 2 is your best bet.
       
    3. The 2nd method will extract all text that is entered above a certain line.  When people respond to an email, most email systems will insert a "Reply line", or some sort of constant text between the original message and the reply text.  You can configure the HelpMaster Email Manager to scan for such reply line (or some kind of word) separators.  Here's a screen shot of how we've configured this section here at PRD.

     

    Hope this helps. 

    Rod

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    8/18/2009 5:37 PM
    Just some further thoughts about this. Perhaps in a future version we could have more functionality to action the email if a text extraction was not possible. In other words, if the client doesn't respond "between the lines", the Email Manager could reply automatically with another email to kindly remind them of the email protocol?

    Let me know your ideas. After the 9.1 release, we'll be working on the functionality of the Email Manager a bit.

    Best regards,
    Rod
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    8/19/2009 3:25 PM
    I should also have added to my last post that email extraction via Email Manager when using GroupWise has been very problematic at best. We have had to run Outlook on the server with a GroupWise connector to "talk" to each other.

    The success of text extraction has been very hit and miss for us and we currently try to extract between the lines but usually end up extracting the lot.
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