Workspace Notifications for when a case receives an email

[rsf7]

Hello.  I am trying to figure out how a case knows it receives an email.  Example:

If I send an email to the subject person via the case, the subject person can reply to that email.  The reply is posted in the activity feed for the case.

I have a notification set up for when Additional Comments or Work Notes are updated, but an incoming email does not trigger this.  How can I get a workspace notification when a case receives an email?

Any help would be greatly appreciated.

[Dr Atul G- LNG]

Hi @rsf7 

This happened via inbound action

[rsf7]

Thank you for the reply!

I have found an Inbound Action that is adding a comment to the case when an email is received.  In order to create the notification, I was thinking I needed to do the following:

1)  Register an event for a case receiving an email.

2)  Add code to trigger the event in the Inbound Action before the case is updated.

3)  Create a Next Experience Notification triggered by the event and load the notification with relevant case information.

Does this sound like the correct approach?

Thank you in advance.