Define a custom flow to create or update email interactions

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Define email-related business processes using Workflow Studio. This tool enables you to manage emails along with your customer service processes through a visual interface without having to design or request complex scripts.

    Create an interaction

    Create an interaction record to capture customer details.

    Before you begin

    Role required: workspace_admin, awa_agent, sn_customerservice_consumer_agent, or sn_customerservice_agent

    Procedure

    1. Navigate to All > Process Automation > Workflow Studio.
    2. Create a flow.
      1. Select Flows.
      2. Select New.
      3. Select Flow.
      4. In the Flow name field, enter the flow name.
      5. Select the application scope from the Application list.
      6. In the Description field, enter the description.
      7. Select Show additional properties.
        To know more about additional properties, see Create a flow in Workflow Studio.
      8. Select Build flow.
    3. Create a trigger.
      1. Select Add a Trigger.
      2. Search and select Application.
      3. Select Inbound Email.
      4. Select Email conditions with AND operator.
        • Select Type is received.
        • Select Receive type is New.
        • Select 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. Leave the Reply Record Type as empty.
      6. Select Done.
    4. Select Add an Action, Flow Logic, or Subflow and select any of the following.
      • Action
      • Flow Logic
      • Subflow
      Note:
      After you have created action entries, you can select multiple actions using Select multiple.
    5. Optional: Add error handler.
      1. To enable the error handling, slide the ERROR HANDLER toggle switch.
      2. Select Add an Action, Flow Logic, or Subflow and select any of the following.
      • Action
      • Flow Logic
      • Subflow
    6. Verify the email flow and modify it if necessary.
    7. Select Save.
    8. Select Activate.
    9. From the confirmation dialog box, select Activate.

    Update an interaction

    Modify existing interaction records, verifying that all email communication details are updated.

    Before you begin

    Role required: admin, workspace_admin, awa_agent, sn_customerservice_consumer_agent, or sn_customerservice_agent

    Procedure

    1. Navigate to All > Process Automation > Workflow Studio.
    2. Create a flow.
      1. Select Flows.
      2. Select New.
      3. Select Flow.
      4. In the Flow name field, enter the flow name.
      5. Select the application scope from the Application list.
      6. In the Description field, enter the description.
      7. Select Show additional properties.
        To know more about additional properties, see Create a flow in Workflow Studio.
      8. Select Build flow.
    3. Create a trigger.
      1. Select Add a Trigger.
      2. Search and select Application.
      3. Select Inbound Email.
      4. Select Email conditions with AND operator.
        • Select Type is received.
        • Select Receive type is Reply.
      5. Leave the Reply Record Type as empty.
      6. Select Done.
    4. Select Add an Action, Flow Logic, or Subflow and select any of the following.
      • Action
      • Flow Logic
      • Subflow
      Note:
      After you have created action entries, you can select multiple actions using Select multiple.
    5. Optional: Add error handler.
      1. To enable the error handling, slide the ERROR HANDLER toggle switch.
      2. Select Add an Action, Flow Logic, or Subflow and select any of the following.
      • Action
      • Flow Logic
      • Subflow
    6. Verify the email flow and modify it if necessary.
    7. Select Save.
    8. Select Activate.
    9. From the confirmation dialog box, select Activate.