Basic Concepts of Import Forms

Email Tags

Before you can define and use Import Forms it is important to understand the concept of Tags.

When an email is submitted from a Web form, it may have a structure similar to the following:

Name: John Smith
Email: j.smith@gmail.com
City: Columbus
State: OH
Topic: Product Question
Product: XVC Mega Widget
Comments: I can't figure out how to get the battery compartment open.

Each of the fields on the Web form is listed out one per line in the email. Each line begins with the name of the field, which is also referred to as the Tag. When you define an Import Form in Emplifi Agent, you define each of the tags, what they are named, and what to do with the data attached to each one.

The process of parsing an inbound email is known as prepping tags. This is the process by which Emplifi Agent determines which form is being used, removes the appropriate information from the tags, and places that information into the specified case fields. For a description of this process from the agent's perspective, see the Texts: Inbound Email Processing section on page Texts.

Import Code Maps

When the values on a Web form do not match the values for a field in Emplifi Agent, you can create what's called an Import Code Map (or Map Group). The map group is a simple way of mapping values on the Web form to corresponding values in Emplifi Agent.