Start a flow when your instance receives an
email.
Before you begin
Role required: flow_designer or admin
Procedure
-
Navigate to .
-
Select .
-
In the flow properties, set Run as to User who initiates session.
Important: Inbound email flows use the email sender as the user who initiates the session. If the system doesn't recognize the sender, the inbound email flow runs as the Guest user. Setting
the inbound email flow to run as the user who initiates the session ensures that the flow actions are limited by user access controls. If the initiating user needs elevated privileges for some reason, have the
inbound email flow call a subflow that runs with the required roles.
-
In the Trigger section, select the plus icon (
) to add a trigger.
-
Select Inbound Email.
-
On the form, fill in the fields.
| Field |
Description |
| Email conditions |
Conditions to qualify which emails start your flow. The
condition builder uses fields from the Email [sys_email]
table. For example, to trigger a flow for an inbound email
in which a user replies to a system notification, set the
condition to [Receive type] [is]
[Reply]. |
| Reply Record Type |
Table that is associated with the target email. For
example, to trigger a flow from a reply email that a user
sends from an incident record notification, select
Incident [incident]. |
-
Select Done.
-
Add actions, subflows, and flow logic to the flow.
- Optional:
Add stages to the flow to report progress to the requester.
-
Test the flow.
To test access controls for an inbound email flow, impersonate a typical inbound email user and manually trigger the flow.. For more information, see
Test a flow.
-
If the test is successful, activate the flow.
Result
When an inbound email meets the conditions that you set, the
associated flow triggers and runs the actions.