{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":6673,"path":"customer-service-management/define-process-incoming-emails.md","title":"Define rules to process incoming emails","bundle":null,"doc_type":null,"release":"australia","body":"\n# Define rules to process incoming emails\n\nDefine your email-related business processes using Inbound Email Flows. Manage emails along with your customer service processes through a visual **Flow Designer** interface without having to design or request complex scripts.\n\n## Before you begin\n\nRole required: admin, sn\\_customerservice\\_manager\n\n## About this task\n\nEmail flows use conditional logic to incorporate multiple business processes into one flow. When designing inbound email flows, note the following:\n\n-   The execution order of the inbound email flows comes before inbound actions. For example, if an email flow executes, it prevents the execution of inbound actions.\n-   The user who sends an email should have the necessary roles to perform the operations specified in the flow. Otherwise the system stops the operation.\n\n## Procedure\n\n1.  Create an inbound email flow.\n\n    1.  Navigate to **All** > **Process Automation** > **Flow Designer**.\n\n    2.  Select one of the following flows.\n\n        -   **Create Case from Email**: Creates a case when a user sends a new email.\n        -   **Update Case via Reply**: Updates a case when you use the reply option.\n    3.  Select **Edit Flow**.\n\n    4.  Select the **Inbound Email** trigger.\n\n    5.  Modify the default email filter conditions or select **New Criteria** to add conditions.\n\n    6.  Select a Reply Record Type table.\n\n    7.  Select **Done**.\n\n2.  Edit the flow.\n\n    1.  Select an existing action and expand it.\n\n    2.  Provide information for the action or select the add icon \\(+\\) to add a new action, flow logic, or subflow.\n\n    3.  Select **Done**.\n\n3.  Finalize the rule.\n\n    1.  Verify the email flow and modify it if necessary.\n\n    2.  Select **Save**.\n\n    3.  Select **Activate**.\n\n4.  Select **Activate**.\n\n    The defined inbound email flow is activated.\n\n\n**Related topics**  \n\n\n[Building flows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/flows.md)\n\n[Building custom actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/build-workflows/actions.md)\n\n"}}