Activate a flow for Email Interaction for CSM

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

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

    Avant de commencer

    Role required: admin

    Pourquoi et quand exécuter cette tâche

    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.

    Procédure

    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.
      Remarque :
      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.

    Résultats

    All the available flows are activated.