Attaching e-mails to the interaction record(Activity) via ERMS set up

Hi Experts,
                 1. Activity (Interaction record) to be created  automatically on receiving an email.
                 2. Once the acitivity is created then it must be routed to employee responsible based on certain rules.
           For the above requirement we are trying to config ERMS.
During the creation of an activity it should be possible attach ( link ) the e-mail or documents to the interaction record via ERMS set up. Do we need to do any configuration to attach the e-mails to the interaction record (Activity) . Please provide inputs on this requirement.
Contributions will be highly appriciated. Thanks
Regards,
Lakshmana.P

Hello Lakshmana.P,
Typically you would not actually route an Interaction Record (IR). If some follow up action is required, it is a best practice to create a service ticket. The IR creation is more appropriate for situations in which ERMS can auto-respond with a solution to an easy question about e.g., shipping rates, return policies, retail locations, or whatever. There are default actions for routing service tickets, but not for interaction record.
Best regards,
John

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