CN110943905A

CN110943905A - E-mail processing method, device and equipment

Info

Publication number: CN110943905A
Application number: CN201811116981.0A
Authority: CN
Inventors: 金旭; 柳学良; 张玉华; 汪佳南
Original assignee: Alibaba Group Holding Ltd
Current assignee: Alibaba Group Holding Ltd
Priority date: 2018-09-25
Filing date: 2018-09-25
Publication date: 2020-03-31
Anticipated expiration: 2038-09-25
Also published as: CN110943905B

Abstract

The embodiment of the application provides an email processing method, an email processing device and email processing equipment, wherein the email processing method comprises the following steps: downloading at least one mail from the undelivered mails to obtain at least one mail; for any target mail in the at least one mail, if the target mail carries a service identifier, determining a target user identifier corresponding to the service identifier carried by the target mail; and distributing the target mail to a target processing person corresponding to the target user identification. The method and the device improve the processing efficiency of the mails.

Description

E-mail processing method, device and equipment

Technical Field

The embodiment of the application relates to the technical field of computers, in particular to an electronic mail processing method, device and equipment.

Background

With the rapid development of network technology, e-mail has become a popular way of exchanging information. In a common usage scenario, a service provider typically provides a public mailbox as a communication channel to provide different types of service consultation for users, such as questions, orders, accounts, logistics, and the like, so as to improve service quality.

Currently, a service provider notifies customer service personnel to log in a public mailbox and performs a targeted reply to mails in the public mailbox one by one. Because the number of user groups is possibly huge, when a large number of mails are sent to the same public mailbox, a service provider sends a plurality of customer service personnel to process the mails.

However, the same user may consult repeatedly for the same problem, and when multiple customers serve at the same time, because the historical consultation mails of the same user cannot be obtained in time, whether the user is a non-first consultation cannot be identified better, and the problems of low working efficiency of customer service, delayed mail reply and the like are easy to occur.

Disclosure of Invention

The embodiment of the application provides an email processing method, an email processing device and email processing equipment, which are used for solving the technical problem of low email processing efficiency caused by the fact that emails cannot be tracked in the prior art.

In a first aspect, an embodiment of the present application provides an email processing method, including:

downloading at least one mail from the undelivered mails to obtain at least one mail;

for any target mail in the at least one mail, if the target mail carries a service identifier, determining a target user identifier corresponding to the service identifier carried by the target mail;

and distributing the target mail to a target processing person corresponding to the target user identification.

In a second aspect, the present application further provides an email processing apparatus, including:

the mail downloading module is used for downloading at least one mail from the undelivered mails;

a first determining module, configured to determine, for any target email in the at least one email, a target user identifier corresponding to a service identifier carried by the target email if the target email carries the service identifier;

and the mail distribution module is used for distributing the target mail to the target processing personnel corresponding to the target user identification.

In a third aspect, the present application further provides an email processing apparatus, including: a storage component and a processing component; the storage component stores one or more computer program instructions; the one or more computer program instructions are for invocation and execution by the processing component.

The processing component is to:

downloading at least one mail from the undelivered mails to obtain at least one mail; for any target mail in the at least one mail, if the target mail carries a service identifier, determining a target user identifier corresponding to the service identifier carried by the target mail; and distributing the target mail to a target processing person corresponding to the target user identification.

In the embodiment of the application, at least one mail can be sequentially downloaded for the undelivered mails, and for any target mail in the at least one mail, the history mails corresponding to the service identifier can be searched for the mail with the service identifier, and each mail is allocated to the history handler corresponding to the history mail. By establishing the contact between the mails and the processing personnel, the history processing personnel corresponding to the service identification can be obtained, and then the mails are distributed to the history processing personnel, so that the history processing personnel which do not consult for the first time can be processed, the processing speed is accelerated, meanwhile, the mails are distributed one by one after being downloaded, the repeated processing can be avoided, and the processing efficiency is improved.

These and other aspects of the present application will be more readily apparent from the following description of the embodiments.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present application, and other drawings can be obtained by those skilled in the art without creative efforts.

FIG. 1 illustrates a flow chart of one embodiment of a method of email processing provided herein;

FIG. 2 illustrates a flow diagram of yet another embodiment of a method of email processing provided herein;

FIG. 3 illustrates a flow diagram of yet another embodiment of a method of email processing provided herein;

FIG. 4 is a schematic diagram illustrating an embodiment of an email processing apparatus provided herein;

fig. 5 is a schematic structural diagram illustrating an embodiment of an email processing device provided by the present application.

Detailed Description

In order to make the technical solutions better understood by those skilled in the art, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application.

In some of the flows described in the specification and claims of this application and in the above-described figures, a number of operations are included that occur in a particular order, but it should be clearly understood that these operations may be performed out of order or in parallel as they occur herein, the number of operations, e.g., 101, 102, etc., merely being used to distinguish between various operations, and the number itself does not represent any order of performance. Additionally, the flows may include more or fewer operations, and the operations may be performed sequentially or in parallel. It should be noted that, the descriptions of "first", "second", etc. in this document are used for distinguishing different messages, devices, modules, etc., and do not represent a sequential order, nor limit the types of "first" and "second" to be different.

The technical scheme of the embodiment of the application can be applied to

In an email processing scene, an email sent to an enterprise mailbox is downloaded and identified through a service identifier, so that email tracking is realized, and further processing is accelerated.

In the prior art, for mails in an enterprise mailbox, a customer service worker is mostly adopted to log in the mails online and process the mails one by one. Due to the fact that the number of users is large, a large number of mails may be accumulated in an enterprise mailbox, and if a mode that customer service personnel log in the mailbox to reply the mails on line is used, the mails may not be replied timely. In order to solve the problem of timeliness of mail reply, additional customer service personnel may be adopted to reply to the mail in the enterprise mailbox at the same time. However, in practical applications, because the division of labor between different customer service staff is unclear during the mail reply process, the same mail is easily processed repeatedly, and the service resources are wasted. In addition, for repeated consultation of the same user for the same problem, the customer service personnel cannot identify whether consultation is the first consultation or not and cannot acquire a history reply record in time so as to carry out more efficient information reply for the history problem of the user. The reply efficiency of the mail is low, and the satisfaction degree of the user is not high.

In order to solve the above problem, the inventor thought that the mails in the enterprise mailbox could be downloaded, and the downloaded mails could be distributed to the corresponding customer service personnel, so as to avoid the problem that the same mail is processed repeatedly. However, if only the mail is downloaded and distributed, the technical problem that the mail processing efficiency is low due to the fact that the historical reply records are obtained in time when the same problem is repeatedly consulted cannot be solved. Therefore, the service identification is carried out on the mail by the inventor, and the mail can be identified through the service identification so as to track the mail, thereby improving the processing efficiency of the mail. Accordingly, the inventors propose a technical solution of the present application.

In the embodiment of the invention, the downloaded mails which are not downloaded are downloaded to obtain at least one mail. And if the downloaded at least one mail carries the service identifier, determining that the service identifier of any mail corresponds to the target user identifier, allocating any mail to the target processing personnel corresponding to the target user identifier, and establishing a corresponding relation between the service identifier and the user identifier of any processing personnel allocated to the mail. By assigning the corresponding service identifier to the mail, it can be distinguished whether the corresponding service is executed for the mail or not, and the processing efficiency of the mail can be improved. And the mail is distributed based on the service identification of the mail, so that the mail can be distributed to the most appropriate processing personnel, and the processing efficiency of the mail can be improved.

The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.

Fig. 1 is a flowchart of another embodiment of a method for processing an email according to an embodiment of the present application, where the method may include:

101: at least one mail is downloaded from the undelivered mail.

The method and the device are mainly applied to the mailbox receiving scene with large mail receiving quantity, and the processing efficiency of the mails is improved by using the mail downloading distribution. Particularly, in a scene that the number of mails sent by a user is increased sharply, so that the receiving quantity of a mailbox has an instantaneous peak value, and impact is caused on the subsequent mailbox login or the stability of mail processing. At least one of the undepleted emails may be sent to the enterprise mailbox by a different user, where the user of each email contains a user mailbox. And downloading at least one mail from the undelivered mails to obtain at least one mail, wherein the at least one mail respectively corresponds to a user mailbox.

Alternatively, at least one email may be downloaded from an un-downloaded email by the client. Specifically, at least one mail can be obtained by downloading from the undelivered mails in sequence according to the downloading sequence of the undelivered mails.

Optionally, a download batch may be set for the undelivered mails, and at least one mail may be downloaded from the undelivered mails according to the download batch. For each download batch, a download number and a starting mail position can be set, and from the starting mail position, the mails are downloaded according to the download number so as to complete the download work of a batch of mails.

In practical application, the mailbox can store each received mail in the form of array elements. That is, the undelivered mails are stored in an array as a storage structure, wherein each mail can constitute one element in the array. In this way, a corresponding index number can be set for each mail. At this time, at least one mail is downloaded from the undelivered mails, and the at least one mail is downloaded from the undelivered mails in sequence according to the index number of each mail.

Optionally, the number of the mails received by the mailbox may be monitored, and when it is determined that the undelivered mail exists in the mailbox, at least one mail is obtained by downloading from the undelivered mail, so as to implement real-time downloading of the mail. As a possible implementation manner, the number of the mails triggering the mail downloading may be one, that is, once an undelivered mail is detected, the mail may be downloaded from the mailbox, so as to implement real-time downloading of the mail. As another possible implementation manner, the number of the mails for triggering the mail downloading may be multiple, and the mails are downloaded for the multiple mails. That is, the downloaded mails are downloaded in batches according to a certain mail quantity aiming at the un-downloaded mails.

102: and aiming at any target mail in the at least one mail, if the target mail carries the service identification, determining a target user identification corresponding to the service identification carried by the target mail.

The service identifier may be the same identifier included in the same series of conversation mails by the service provider to identify different mails having the same mail content and/or mail subject.

And when the service identifier is not carried by the mail associated with any target mail, setting the target mail identifier for the mail associated with the service identifier. Any target mail and the mail associated with the target mail comprise the same mail content and/or mail subject, the any target mail is a new mail generated after directly replying and/or forwarding on the basis of the associated mail, and when the mail associated with the target mail is directly replied and/or forwarded, any target mail can comprise the service identifier.

For example, the a mail is not an initial mail, the a mail does not carry a service identifier, a target service identifier may be set for the a mail, and any processing person is allocated to the a mail, when the processing person directly replies or forwards the a mail, the reply mail B also carries the target service identifier, when the user receives the reply mail B of the processing person, the user may directly reply or forwards the reply mail B again to regenerate the C mail, and the C mail may include the target service identifier of the a mail, so as to establish association between the a mail, the B mail, and the C mail. Through the service identification, the mail A and the mail B which are associated with the target mail C can be searched.

The client corresponding to the service provider sets a corresponding service identifier for the target email when the client allocates the service order number to the email, that is, the service provider processes the target email, and directly replies to the email or forwards the email in a subsequent service process, wherein the email includes the service identifier. In practical applications, a service provider may refer to an enterprise user that provides an enterprise mailbox.

The client can set a target service identifier for the target mail according to the set single number setting rule.

Each service provider can define a single number setting rule in a self-defined mode, and different service providers can have different single number setting rules which correspond to the client sides. The single number setting rule may refer to a single number generation rule, for example, an enterprise identifier of a service provider and a service sequence number corresponding to a target email are combined to form a single number setting identifier. The service order number is a service arrangement order provided for the target mail.

Each mail has a mail identifier for uniquely identifying the mail, and the mail identifier of the mail can be set in the reference code of the mail. In setting, the reference code may be generated based on the mail identification of the mail. After the mail is downloaded, the reference code of the mail can be analyzed to obtain the mail identifier.

The mail identifier of the mail and the service identifier of the mail can be correspondingly stored, so that the mail identifier can be inquired through the service identifier of the mail, and the mail corresponding to the mail identifier can be further acquired.

The mail identification of each mail is different, but the service identification of different mails for the same user may be the same. That is, in practical application, when a user consults repeatedly for the same problem, multiple sets of mails can be sent, the mail identification of each set of mail is different, but when the processing personnel processes repeatedly for the mails with the same problem, the same service identification is used.

103: and distributing the target mail to a target processing person corresponding to the target user identification.

The service identification of the mail can be present in the mail header or in the mail body. If the service identification exists in the mail header, the mail header of the target mail can be analyzed, and the service identification of the target mail is obtained. If the service identification exists in the mail body, the mail body of the target mail can be obtained, and the service identification of the target mail is extracted from the mail body. When the service identification of the mail is arranged in the mail header, the safety of the mail identification can be guaranteed, so that the mail can be prevented from being deleted by a user by mistake.

If the target mail carries the service identifier, the corresponding relation between the service identifier and the target user identifier and the corresponding relation between the service identifier and the mail identifier can be established, so that the subsequent mail tracking is facilitated. The corresponding relation between the mail identification and the service identification can be established, so that the mail corresponding to the mail identification associated with the mail can be conveniently and quickly found through the service identification, the historical mail corresponding to the mail can be quickly inquired, and the inquiry speed of the historical mail is improved. After the target mail is distributed to the target processing personnel or any processing personnel, a reply mail can be generated according to the reply content of the target processing personnel or any processing personnel and the service identifier of the mail, and the reply mail is sent to the user corresponding to the target mail.

When the target mail carries the service identifier, the target mail can be tracked based on the service identifier of the target mail, and the mail identifier associated with the service identifier of the target mail is searched, so as to obtain the historical mail. After the target mail is distributed to the target processing personnel, the mail identification of the mail can be associated with the service identification of the mail, so that the associated historical mail can be conveniently searched, the reply history of the mail can be conveniently searched by the target processing personnel, the reply can be carried out aiming at the target mail, and the processing efficiency and the processing effect of the mail can be improved.

In the embodiment of the invention, at least one mail can be obtained by downloading the undelivered mail. For the target mail carrying the service identifier, it is described that the mail is processed, that is, there is a target processing person who processes the mail, the target mail is allocated based on the target user identifier, and the target mail is allocated to the target processing person corresponding to the target user identifier, so as to improve the processing efficiency. The corresponding relation between the target service identification and the user identification of any processing personnel is established, and then the service personnel are identified through the service identification, so that the tracking of the mail is realized, and the mail is processed in a more efficient mode through the tracking of the mail.

As an embodiment, the method may further include:

if the target mail does not carry the service identifier, setting the target service identifier for the target mail; allocating any processing personnel to the target mail; and establishing a corresponding relation between the target service identifier and the user identifier of the arbitrary processing personnel.

When the target mail does not carry the service identifier, the target service identifier can be set for the target mail. When the mail is directly replied or forwarded on the basis of the target mail, the mail may include the service identifier set for the target mail, and if the mail received again subsequently includes the service identifier, the stored target mail associated with the mail may be searched through the service identifier. That is, if the target email contains the service identifier, the associated email associated with the service identifier can be searched for by the service identifier. Different mails containing the same service identification can contain the same mail content and/or mail subject.

If the target mail does not carry the service identifier, after allocating any processing personnel to the target mail and setting the target service identifier, the corresponding relation between the mail identifier of the target mail, the target service identifier and the user identifier of any processing personnel can be established, so that the follow-up mail tracking is facilitated.

Optionally, if the target email does not carry the service identifier, after the target email is set with the target service identifier, a corresponding relationship between the email identifier of the target email and the target service identifier may be established, and the email identifier are associated, so as to facilitate subsequent searching of at least one historical email associated with the target service identifier based on the target service identifier, and implement tracking of the email.

If the target mail does not carry the service identifier, after the target service identifier is set for the target mail, the corresponding relation between the target mail identifier of the target mail and the user identifier of any processing personnel can be established, and the mail and the processing personnel are related, so that the target processing personnel related to the target service identifier can be conveniently searched for based on the target service identifier, the subsequent distribution of the mail can be carried out, and the processing efficiency can be improved.

If any processing personnel assigned with the target mail confirms that the mail assignment has an error, the processing client can trigger the contents such as an error assignment control and the like aiming at the target mail, generate error assignment information and send the error assignment information to the client, so that as a further embodiment, the method can further comprise the following steps:

receiving the error distribution information triggered by any processing personnel;

and detecting a distribution instruction aiming at the target mail, and redistributing the target mail to a processing person corresponding to the distribution instruction.

Optionally, the allocation instruction is generated by an optimal processing person for the target email, and the allocation instruction may be detected by the client that a background operation and maintenance person performs configuration of the processing person for the target email, so as to complete allocation of the target email.

When the mailbox receives the mail, the receiving time of the mail is recorded. Therefore, in order to avoid the situation that the mails are missed, the un-downloaded mails can be downloaded in sequence based on the receiving time of the mails. As shown in fig. 2, the method may include:

201: and downloading at least one mail from the undelivered mails according to the receiving time sequence.

202: and aiming at any target mail in the at least one mail, if the target mail carries a service identifier, determining a target user identifier corresponding to the service identifier carried by the target mail, and distributing the target mail to a target processing person corresponding to the target user identifier.

203: if the target mail does not carry the service identification, allocating any processing personnel to the target mail, setting the target service identification for the target mail, and establishing the corresponding relation between the target service identification and the user identification of the any processing personnel.

As a possible implementation manner, the index number may be set for the target mail according to the sequence of the receiving time of the target mail, and each undelivered mail may have one index number and receiving time corresponding thereto. The downloading order may be determined based on the index number of the target mail, and at least one mail may be downloaded and obtained in the downloading order.

For the downloading tasks of different batches, the initial index number of the downloading task of each batch is the next number of the index number of the latest downloaded mail. Therefore, as an embodiment, the downloading and obtaining at least one email in the receiving time sequence from the undelivered emails may include:

determining the initial index number of the current downloading operation according to the index number of the latest downloaded mail; wherein, each mail is sequentially provided with index numbers according to the receiving time sequence.

And downloading to obtain at least one mail from the mail corresponding to the initial index number according to the index number arrangement sequence.

Optionally, for any batch of mail downloading tasks, after downloading is completed, the index number of the last mail may be recorded, and the index number of the last downloaded mail may be used as the starting index number of the next downloading. For the current downloading operation, the latest downloading mail, that is, the last downloading mail of the above batch mail downloading operation, can automatically postpone the index number of the latest downloading mail to obtain the initial index number of the current downloading operation. Specifically, the index number of the latest downloaded mail may be automatically incremented by 1 according to the index number of the latest downloaded mail, that is, the next index number adjacent to the index number of the latest downloaded mail is used as the initial index number of the current downloading operation. And sequentially downloading to obtain at least one mail through the index number.

The index number next to the index number of the most recently downloaded mail may be used as the start position of the current operation. Because the index number is actually determined according to the receiving time sequence of the mail when the index number is actually set, in some embodiments, determining the initial index number of the current downloading operation according to the index number of the most recently downloaded mail may include:

and determining the initial index number of the current downloading operation according to the index number and the receiving time of the latest downloaded mail.

Optionally, a first receiving time of a latest downloaded email may be determined, an email received earliest after the first receiving time is searched for, and an index number of the earliest received email is obtained, that is, a starting index number of a next download starting task.

In order to ensure that the obtaining process of the index number is more accurate, in some embodiments, the determining the starting index number of the current downloading operation according to the index number of the latest downloaded mail and the receiving time may include:

searching a first target index number corresponding to a mail with the receiving time different from the receiving time of the latest downloaded mail from the next index number adjacent to the index number of the latest downloaded mail;

and taking the first target index number as the initial index number of the current downloading operation.

The index numbers of the mails are set according to the sequence of the receiving time of the mails, when the receiving time of the mails is later, the corresponding index numbers can be relatively larger, and when the receiving time of the mails is earlier, the corresponding index numbers can be relatively smaller.

For different mails with the same receiving time, a corresponding index number may be set for each mail. In practical application, when each email is received, the email including the email header, the email body and other contents need to be pre-downloaded to facilitate searching in the mailbox by a user, so that the receiving time of each email has a difference in time, the difference in time is less under a certain limit condition, and a first target index number can be searched for an email index number different from the receiving time of the most recently downloaded email, starting with a next index number adjacent to the index number of the most recently downloaded email.

In one possible design, the mail identifier of the mail may be associated with an index number, the index number of the mail is set according to the sequence of the receiving time of the mail, and the corresponding index number may be searched for according to the mail identifier of the mail. Therefore, as another embodiment, the determining the starting index number corresponding to the current downloading operation according to the index number of the most recently downloaded mail includes:

and determining the initial index number of the current downloading operation according to the index number of the latest downloaded mail and the mail identifier.

After the user side sends the mail to the current index number, the index number of the mail and the mail identification can be associated, so that the corresponding mail can be downloaded according to the index number of the mail and the mail identification. When the mail is downloaded, if the initial index number of the current downloading operation is unknown, the index number corresponding to the mail identifier can be determined according to the mail identifier of the latest downloading mail, and the index number next to the index number of the latest downloading mail is the initial index number of the current downloading operation.

The determining the initial index number of the current downloading operation according to the index number of the latest downloaded mail and the mail identifier comprises:

starting from the next index number adjacent to the index number of the latest downloaded mail, searching a second target index number corresponding to the mail with the mail identification different from the mail identification of the latest downloaded mail;

and taking the second target index number as the initial index number of the current downloading operation.

Starting with the next index number adjacent to the index number of the most recently downloaded mail, i.e., the second target index number, the target index number may be the starting index number of the current downloading operation. The respective mail identifications for different mails may be respectively associated with their index numbers.

When the target mail does not carry the service identifier, the service identifier can be generated for the target mail. Thus, as another embodiment, the setting the service identifier for the target mail comprises:

generating a service identifier;

adding the service identification to the mail header and/or mail body of the target mail;

generating a reply mail based on the processing content of the arbitrary processing personnel to the target mail and the mail header and/or the mail body of the target mail;

and sending the reply email to the client corresponding to the target email.

Alternatively, the reply mail may be generated based on the contents of processing of the target mail by any of the processing persons and the mail header containing the service identifier. And generating a reply mail based on the processing content of any processing personnel on the target mail and the mail body containing the service identifier.

The mail body of the target mail and the processing content form the mail body of the reply mail.

Generally, the mail header may include information such as sender information, recipient information, delivery time, Reference code (Reference), etc., through which the mail is delivered to the corresponding recipient mailbox.

The service identification of the mail is generated and added into the mail header, and then the mail is tracked through the service identification in the mail header. The service identification corresponding to the mail is added to the mail header, so that the safety of the service identification can be ensured.

In a possible design, whether the target email carries the service identifier may be determined by:

analyzing the mail header and/or mail text of the target mail;

and judging whether the mail header and/or the mail body contains the service identification.

As shown in fig. 3, a flowchart of another embodiment of an email processing method provided by an embodiment of the present invention may include the following steps:

301: and determining the initial index number of the current downloading operation according to the index number of the latest downloaded mail.

Wherein, each mail is sequentially provided with index numbers according to the receiving time sequence.

302: and downloading to obtain at least one mail from the mail corresponding to the initial index number according to the index number arrangement sequence.

303: and judging whether the target mail carries the service identifier or not aiming at any target mail in at least one mail.

304: if the target mail carries the service identifier, determining a target user identifier corresponding to the service identifier carried by the target mail, and executing step 305.

305: and distributing the target mail to a target processing person corresponding to the target user identification.

306: if the target email does not carry the service identifier, any processing personnel are allocated to the target email, and step 307 is executed.

307: and setting a target service identifier for the target mail.

308: and establishing a corresponding relation between the target service identifier and the user identifier of the arbitrary processing personnel.

The sequential downloading of the mails is realized by setting index numbers for the mails so as to avoid the loss of the mails. By setting the service identifier for the mail, the mail can be tracked, so that the mail is distributed to the most appropriate processing personnel, and the processing efficiency of the mail is further improved.

As shown in fig. 4, a schematic structural diagram of an embodiment of an email processing apparatus provided in this embodiment of the present application may include:

a mail downloading module 401, configured to download at least one mail from the undeleted mails.

A first determining module 402, configured to determine, for any target email in the at least one email, a target user identifier corresponding to a service identifier carried by the target email if the target email carries the service identifier.

A mail distributing module 403, configured to distribute the target mail to a target processing staff corresponding to the target user identifier.

At least one of the undepleted emails may be sent to the enterprise mailbox by a different user, where the user of each email contains a user mailbox. And downloading at least one mail from the undelivered mails to obtain at least one mail, wherein the at least one mail respectively corresponds to a user mailbox.

The undelivered mails are stored by taking an array as a storage structure, wherein each mail can form one element in the array. In this way, a corresponding index number can be set for each mail. At this time, at least one mail is downloaded from the undelivered mails, and the at least one mail is downloaded from the undelivered mails in sequence according to the index number of each mail.

Each service provider can define a single number setting rule in a self-defined mode, and different service providers can have different single number setting rules which correspond to the client sides.

The mail identifier of the mail and the service identifier of the mail can be correspondingly stored, so that the mail identifier can be inquired through the service identifier of the mail, and the mail corresponding to the mail identifier can be further acquired. The mail identification of each mail is different, but the service identification of different mails for the same user may be the same.

If the target mail carries the service identifier, the corresponding relation between the service identifier and the target user identifier and the corresponding relation between the service identifier and the mail identifier can be established, so that the subsequent mail tracking is facilitated. The corresponding relation between the mail identification and the service identification can be established, so that the mail corresponding to the mail identification associated with the mail can be conveniently and quickly found through the service identification, the historical mail corresponding to the mail can be quickly inquired, and the inquiry speed of the historical mail is improved. When the target mail carries the service identifier, the target mail can be tracked based on the service identifier of the target mail, and the mail identifier associated with the service identifier of the target mail is searched, so as to obtain the historical mail.

The device further comprises:

the first processing module is used for setting a target service identifier for the target mail if the target mail does not carry the service identifier; allocating any processing personnel to the target mail; and establishing a corresponding relation between the target service identifier and the user identifier of the arbitrary processing personnel.

If any processing personnel assigned with the target mail confirms that the mail assignment has errors, the processing client can trigger the contents such as an error assignment control and the like aiming at the target mail, generate error assignment information and send the error assignment information to the client, so that as a further embodiment, the device further comprises:

the second processing module is used for receiving the error distribution information triggered by any processing personnel; and detecting a distribution instruction aiming at the target mail, and redistributing the target mail to a processing person corresponding to the distribution instruction.

At least one mail can be obtained by downloading the undelivered mail. For the target mail carrying the service identifier, it is described that the mail is processed, that is, there is a target processing person who processes the mail, the target mail is allocated based on the target user identifier, and the target mail is allocated to the target processing person corresponding to the target user identifier, so as to improve the processing efficiency. For any email which does not carry a service identifier, any processing personnel can be allocated to the email to set a target service identifier for the target email, a corresponding relation between the target service identifier and the user identifier of any processing personnel is established, and then the service personnel are identified through the service identifier, so that the email is tracked, and the email is processed in a more efficient mode through the tracking of the email.

When the mailbox receives the mail, the receiving time of the mail is recorded. Therefore, in order to avoid the situation that the mails are missed, the un-downloaded mails can be downloaded in sequence based on the receiving time of the mails. The mail downloading module may include:

and the mail downloading unit is used for downloading at least one mail from the undelivered mails according to the receiving time sequence.

As a possible implementation manner, the index number may be set for the email according to the sequence of the email receiving time, and each undelivered email may have one index number and receiving time corresponding thereto. The downloading order may be determined based on the index number of the mail, and at least one mail may be downloaded and obtained in the downloading order.

For the downloading tasks of different batches, the initial index number of the downloading task of each batch is the next number of the index number of the latest downloaded mail. Therefore, as one embodiment, the mail downloading unit includes:

the first determining subunit is used for determining the initial index number of the current downloading operation according to the index number of the latest downloading mail; wherein, each mail is sequentially provided with index numbers according to the receiving time sequence.

And the first downloading subunit is used for downloading and obtaining at least one mail from the mail corresponding to the initial index number according to the index number arrangement sequence.

The index number next to the index number of the most recently downloaded mail may be used as the start position of the current operation. Since the index number is actually determined according to the receiving time sequence of the mail when the index number is set, in some embodiments, the first determining sub-unit includes:

and the number determining module is used for determining the initial index number of the current downloading operation according to the index number and the receiving time of the latest downloaded mail.

To ensure that the index number acquisition process is more accurate, in some embodiments, the number determination module comprises:

a first search unit, configured to search, from a next index number adjacent to an index number of a most recently downloaded mail, a first target index number corresponding to a mail whose reception time is different from that of the most recently downloaded mail;

and the first determining unit is used for taking the first target index number as the initial index number of the current downloading operation.

In one possible design, the mail identifier of the mail may be associated with an index number, the index number of the mail is set according to the sequence of the receiving time of the mail, and the corresponding index number may be searched for according to the mail identifier of the mail. Therefore, as still another embodiment, the first determining subunit includes:

and the second determining module is used for determining the initial index number of the current downloading operation according to the index number of the latest downloading mail and the mail identifier.

The second determining module includes:

a second searching unit, configured to search, from a next index number adjacent to an index number of a most recently downloaded mail, a second target index number corresponding to a mail having a mail identifier different from a mail identifier of the most recently downloaded mail;

and the second determining unit is used for taking the second target index number as the initial index number of the current downloading operation.

When the target mail does not carry the service identifier, the service identifier can be generated for the target mail. Thus, as yet another embodiment, the first processing module comprises:

an identifier generation unit for generating a service identifier;

the identification adding unit is used for adding the service identification to the mail header and/or the mail body of the target mail;

the mail generating unit is used for generating a reply mail based on the processing content of the arbitrary processing personnel to the target mail and the mail header and/or the mail body of the target mail;

and the mail sending unit is used for sending the reply mail to the client corresponding to the target mail. Generally, the mail header may include information such as sender information, recipient information, delivery time, Reference code (Reference), etc., through which the mail is delivered to the corresponding recipient mailbox. The mail identification of the mail can be set in the reference code of the mail. At the time of setting, the reference code may be generated based on the service identification of the mail. After the mail is downloaded, the reference code of the mail can be analyzed to obtain the service identifier.

The service identification of the mail is generated and added into the mail header, and then the mail is tracked through the service identification in the mail header. The service identification corresponding to the mail is added to the mail header, so that the safety of the service identification can be ensured. The service identification may be added to the body of the target email for easy viewing by the user.

In one possible design, the apparatus further includes:

the first analysis module is used for analyzing the mail header and/or the mail body of the target mail;

and the first judgment module is used for judging whether the mail header and/or the mail text contain the service identifier.

As shown in fig. 5, a schematic structural diagram of an embodiment of an email processing apparatus is provided for the embodiment of the present invention, and the apparatus may include: a storage component 501 and a processing component 502; the storage component 501 stores one or more computer program instructions; the one or more computer program instructions are for invocation and execution by the processing component 502;

the processing component 502 is configured to:

downloading at least one mail from the undelivered mails to obtain at least one mail; and aiming at any target mail in the at least one mail, if the target mail carries a service identifier, determining a target user identifier corresponding to the service identifier carried by the target mail, and distributing the target mail to a target processing person corresponding to the target user identifier.

Optionally, the processing component 502 is further configured to: if the target mail does not carry the service identification, allocating any processing personnel to the target mail, setting the target service identification for the target mail, and establishing the corresponding relation between the target service identification and the user identification of the any processing personnel.

If the target mail does not carry the service identifier, after the processing component sets the target service identifier for the target mail, the corresponding relationship between the target mail identifier of the target mail and the user identifier of any processing person can be established, and the mail and the processing person are related, so that the target processing person related to the target service identifier can be conveniently searched for based on the target service identifier, the subsequent distribution of the mail can be carried out, and the processing efficiency can be improved.

If any processing personnel allocated with the target mail confirm that the mail allocation has errors, the contents such as an error allocation control and the like aiming at the target mail can be triggered, error allocation information is generated by a processing client, and the error allocation information is sent to the client, so that as a further embodiment, the processing component is also used for receiving the error allocation information triggered by the any processing personnel; and detecting a distribution instruction aiming at the target mail, and redistributing the target mail to a processing person corresponding to the distribution instruction.

When the mailbox receives the mail, the receiving time of the mail is recorded. Therefore, in order to avoid the situation that the mails are missed, the un-downloaded mails can be downloaded in sequence based on the receiving time of the mails. The step of downloading and obtaining at least one mail from the undelivered mails by the processing component specifically comprises the following steps:

and downloading at least one mail from the undelivered mails according to the receiving time sequence.

For the downloading tasks of different batches, the initial index number of the downloading task of each batch is the next number of the index number of the latest downloaded mail. Therefore, as an embodiment, the step of downloading, by the processing component, at least one email from the undelivered emails according to the receiving time sequence specifically includes:

determining the initial index number of the current downloading operation according to the index number of the latest downloaded mail; wherein, each mail is sequentially provided with index numbers according to the receiving time sequence;

The index number next to the index number of the most recently downloaded mail may be used as the start position of the current operation. Since the index number is actually determined according to the receiving time sequence of the mail when the index number is actually set, in some embodiments, the determining, by the processing component, the initial index number of the current downloading operation according to the index number of the most recently downloaded mail is specifically:

In order to ensure that the obtaining process of the index number is more accurate, in some embodiments, the processing component determines, according to the index number of the most recently downloaded mail and the receiving time, that the starting index number of the current downloading operation is specifically:

In one possible design, the mail identifier of the mail may be associated with an index number, the index number of the mail is set according to the sequence of the receiving time of the mail, and the corresponding index number may be searched for according to the mail identifier of the mail. Therefore, as another embodiment, the processing component determines, according to the index number of the most recently downloaded email, that the starting index number corresponding to the current downloading operation is specifically:

The processing component determines that the initial index number of the current downloading operation is specifically:

When the target mail does not carry the service identifier, the service identifier can be generated for the target mail. Therefore, as another embodiment, the step of setting the service identifier for the target email by the processing component specifically includes:

generating a service identifier;

and sending the reply email to the client corresponding to the target email.

Generally, the mail header may include information such as sender information, recipient information, delivery time, Reference code (Reference), etc., through which the mail is delivered to the corresponding recipient mailbox. The mail identification of the mail can be set in the reference code of the mail. At the time of setting, the reference code may be generated based on the service identification of the mail. After the mail is downloaded, the reference code of the mail can be analyzed to obtain the service identifier.

In one possible design, the processing component specifically determines whether the target email carries the service identifier by:

analyzing the mail header and/or mail text of the target mail;

It is clear to those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described systems, apparatuses and units may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.

The above-described embodiments of the apparatus are merely illustrative, and the units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment. One of ordinary skill in the art can understand and implement it without inventive effort.

Through the above description of the embodiments, those skilled in the art will clearly understand that each embodiment can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware. With this understanding in mind, the above-described technical solutions may be embodied in the form of a software product, which can be stored in a computer-readable storage medium such as ROM/RAM, magnetic disk, optical disk, etc., and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to execute the methods described in the embodiments or some parts of the embodiments.

Finally, it should be noted that: the above embodiments are only used to illustrate the technical solutions of the present application, and not to limit the same; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions in the embodiments of the present application.

Claims

1. An electronic mail processing method, comprising:

2. The method of claim 1, further comprising:

if the target mail does not carry the service identifier, setting the target service identifier for the target mail;

allocating any processing personnel to the target mail;

and establishing a corresponding relation between the target service identifier and the user identifier of the arbitrary processing personnel.

3. The method of claim 2, further comprising:

4. The method of claim 1, wherein said downloading at least one mail piece from an undeleted mail piece comprises:

5. The method of claim 4, wherein the downloading the at least one email in chronological order of receipt from the undelivered emails comprises:

6. The method of claim 5, wherein determining the starting index number of the current downloading operation according to the index number of the latest downloaded mail comprises:

7. The method of claim 6, wherein determining the starting index number of the current downloading operation according to the index number of the latest downloaded mail and the receiving time comprises:

8. The method of claim 5, wherein the determining the starting index number corresponding to the current downloading operation according to the index number of the latest downloaded mail comprises:

9. The method of claim 8, wherein determining the starting index number of the current downloading operation according to the index number of the most recently downloaded mail and the mail identification comprises:

10. The method of claim 1, wherein setting the service identifier for the target email comprises:

generating a service identifier;

and sending the reply email to the client corresponding to the target email.

11. The method of claim 1, wherein whether the target email carries the service identifier is determined by:

analyzing the mail header and/or mail text of the target mail;

12. An electronic mail processing apparatus, comprising:

13. An electronic mail processing apparatus characterized by comprising: a storage component and a processing component; the storage component stores one or more computer program instructions; the one or more computer program instructions are for invocation and execution by the processing component;

the processing component is to: