Workflow
Basic workflow for dialogues and communications
  1. Customer sends in an email
  2. Dovetail Carrier picks up that email from the email account and pushes it onto the Dovetail Carrier message bus.
  3. Dovetail Carrier picks up the message from the message bus.
  4. If the message does not contain a Dialogue ID number, a new Dialogue is created. Otherwise, the existing Dialogue is used.
  5. A new Communication is created for that Dialogue.
  6. Dovetail Carrier saves any attachments in the email to the file system, and creates them as Attachments within the CRM system.
  7. [OPTIONAL] Rulemanager fires the Route Dialogue rule, which calls the RouteDialogue script, which routes the Dialogue to a Queue.
  8. Agent accepts the Dialogue from the Queue using the Clarify Classic Client.
  9. Agent sends an email reply (new Communication) back to the customer using the Clarify Classic Client.
  10. The Communication delivery status is set to Pending (by the Clarify Classic Client).
  11. Rulemanager fires the Deliver Email Communication rule, which calls the PublishOutgoingCommunication script.
  12. The PublishOutgoingCommunication script pushes a message onto the Dovetail Carrier message bus.
  13. Dovetail Carrier picks up the message from the message bus, sends the outgoing email, and sets the Communication delivery status to Delivered. The message includes the Dialogue ID.
  14. Customer replies to email and the Dialogue ID is retained in email message.
  15. Dovetail Carrier picks up that email from the email account and pushes it onto the Dovetail Carrier message bus.
  16. Dovetail Carrier picks up the message from the message queue, and creates a new Communication for the existing Dialogue.