Aliases

About Aliases

An alias is an email address that customers use to contact your organization – typically something like support@yourcompany.com or sales@yourcompany.com. Aliases are the entry and exit points for emails processed by the system and are used by the inbound workflows to identify which emails to route through which workflow.

Aliases enable you to have different email addresses for specific products, services and departments. Using aliases you can easily identify the type of customer and query and route the query to the correct place. For example, if your business is banking, you may create separate aliases for different services, such as accounts, loans, mutual funds, credit cards, etc. In this case, you could have aliases such as accounts@yourbank.com, loans@yourbank.com, mfunds@yourbank.com, cards@yourbank.com and so on.

Aliases are imported into eGain Analytics from eGain servers in your installation. For more information about eGain aliases, see the eGain Administrator’s Guide to Email Resources.

Working with Aliases

In this release of eGain Analytics, aliases imported from eGain are read-only.

eGain Analytics supports the following actions for aliases imported from eGain:

• Using aliases in reports (see About Reports)

• Using the classic Resource Manager to view alias details and history (see About Resource Manager)

• Displaying alias details in the Resource Manager gadget grid, provided Show All is selected (see Resource Manager Gadget)

• Moving aliases to a different location in the eGain Analytics folder structure, using either the classic Resource Manager (see Moving Resources) or the Resource Manager gadget.

Related Information

• About eGain Resources