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How can we exclude some contacts from receiving the Question Receipt?

Environment:

Message Templates, Business Rules

Resolution:

Question Receipt will be sent on incident creation automatically if it was submitted by Email (created by Techmail), unless restricted by a business rule. Business rules can be used to stop sending the 'Question Receipt' message template to some of your customers. This can be achieved by using some conditions to list the contacts or other criteria in which you do not want the receipt email being sent and adding the 'Do not Send Email Receipt Message' action.

Depending on the source of the incident creation, you can configure one or multiple rules.

For example, a rule only for incidents created by certain contacts via e-mail might read:

IF
Incident.Email Header contains abc@def.com OR
Incident.Email Header contains ghi@jkl.com 

THEN
Do not Send Email Receipt Message 

Or you could create a single rule for multiple sources (CX Console/End-User pages/Techmail Service Mailbox) for specific contacts:

IF
Incident.Source equals CX.Console/End-User pages/Utilities - Techmail Service Mailbox AND
Contact.Email - Primary contains abc@def.com OR
Contact.Email - Primary contains ghi@jkl.com 

THEN
Do not Send Email Receipt Message

NOTE: This type of rule should be placed at the top of your business rules in the Initial state because this action is designed for incident create only.  These examples are to restrict the Question Receipt email based on contact email, but other criteria may be used for the rule conditions.