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k943's avatar
k943
Helper I
3 years ago
Solved

develop smart algorithm for customer service email response

I am trying to make 2 columns that determine whether each email transaction of a case is from customer to company or from company to customer. Here is a sample picture: for example case ID#1, ...
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  • v-yanjiang-msft's avatar
    v-yanjiang-msft
    3 years ago

    Hi k943 ,

    Sorry for late back. According to your description, I moidfy the sample and the formula:

    From Customer to Company =
IF (
    NOT ( CONTAINSSTRING ( 'Table'[From Address], "@phoenix.com" ) )
        && CONTAINSSTRING ( 'Table'[To Address([email protected])], "@phoenix.com" ),
    "Yes",
    "No"
)

    From Company to Customer =
IF (
    CONTAINSSTRING ( 'Table'[From Address], "@phoenix.com" )
        && NOT ( CONTAINSSTRING ( 'Table'[To Address([email protected])], "@phoenix.com" ) ),
    "Yes",
    "No"
)

    Result:

    I attach my sample below for your reference.

     

    Best Regards,
    Community Support Team _ kalyj

    If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.

k943's avatar
k943
Helper I
3 years ago

thank you. I realize in real life, there are hundreds of different customers emailing to my company, so their email addresses vary (i.e. [email protected], [email protected], [email protected], etc).

In that case, the formula will not work  ecause each case ID is generated by different customers and they all have different email addresses.

How do you take this factor when developing the custom columns? thank you very much.

v-yanjiang-msft's avatar
v-yanjiang-msft
Community Support
3 years ago

Hi k943 ,

Then what is the logic that distinguishes customers from companies. I mean, if we just handle it manually, what are the standards.

Best Regards,
Community Support Team _ kalyj