So the ask ultimately would be is there a way for ECE to forward out to another email address in the event of a no match?
Not automatically. The agent can Forward or Redirect an email, but from a workflow perspective, there isn't anything you can do here. Within the workflow, you only have the option to send the email to queues (they're really DNs) that are setup in ECE. So really, you would need this logic setup at the Exchange level
Separate question - is there a document out there that explains how/where to configure the various routing targets? Screenshot attached for clarification.
Documents are all over the place... but I'm guessing that screen shot is from a Branch node. What's under the Select Target are simply different nodes you can place in the workflow
Queue: This is setup under Department > Workflow Queues... but you have to import it from ICM first
Branches: Other branch nodes from within the workflow
Categorization items: If you're using Classifications - think of these as Call Types
Modify Object items: This is a Modify Object node where you can modify the activity
Servicelevel: You can set SLAs on emails, and you can configure this under Department > Workflow > Service Levels
Auto acknowledge: You have to create an article in the knowledge. This node is actually really useful to send auto ack's to customers to let them know that their email has been received. You can use a branch node to see if this is a new or existing Case (not activity) and can or cannot get an auto ack
Department: You can send email activities to a completely different department, which will go through its respective workflow
Workflow: You can send email activities to another workflow
Some of those other targets are not even available to you in ECE, they're from eGain Solve.
