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Creating rules for incoming emails that create and assign cases

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Creating rules for incoming emails that create and assign cases

Create your email-related business processes using Inbound Email Flows. Once you receive an email on a specified support email address, you can define rules to create cases and assign the cases to specific teams.

In previous releases, incoming emails were processed through inbound email actions. Admins created separate email actions to support different business flows using scripts.

Inbound Email Flows provide powerful configuration capabilities to manage emails along with your customer service processes through a visual Flow Designer interface. Business managers can define inbound email flows without having to depend on admins or developers to write complex scripts. Email flows use conditional logic to incorporate multiple business processes in one flow.

The following email flows are available by default once you activate the Customer Service Management plugin. Enable the email flows for activating the email processing rules to automatically create and update cases.

  • Create case from email
  • Update case using Reply
  • The execution order of the inbound email flows take a higher precedence than inbound actions (that is if an email flow executes, it prevents execution of inbound actions).
  • The user who sends an email should have the necessary roles to perform operations specified in the flow, else the operation stops while executing
The following email flows are shipped as a part of the platform. These flows are not required for any of the CSM email to case processing rules:
  • Handle email replies.
  • Logging a problem.