Activate a flow for Email Interaction for CSM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Activate flows for customers who have the Email Interaction for CSM application configured, enabling efficient workflow automation.

    Before you begin

    Role required: admin

    About this task

    For new CSM customers, the inbound actions are activated by default. Existing CSM customers should activate email interaction related flows and deactivate the case related flows.

    Procedure

    1. Navigate to All > Process Automation > Workflow Studio.
    2. Open a flow from the available flows.
      • Create Interaction from Email
      • Update Interaction from Email
      • Update Case via Reply for EaaI
    3. Select AND.
    4. Select the filter condition: To contains customerservice@example.com.
      Note:
      customerservice@example.com is a sample email address. Specify the actual email address that should be configured as the default for creating email interactions.
    5. Activate the selected flow by selecting Activate.

    Result

    All the available flows are activated.