---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Define rules to process incoming emails

# Define rules to process incoming emails {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Define your email-related business processes using Inbound Email Flows. Manage emails along with your customer service processes through a visual Flow Designer interface without having to design or
request complex scripts.

## Antes de Iniciar

Role required: admin, sn_customerservice_manager

## Por Que e Quando Desempenhar Esta Tarefa

Email flows use conditional logic to incorporate multiple business processes into one flow. When designing inbound email flows, note the following:

* The execution order of the inbound email flows takes a higher precedence than inbound actions. For example, if an email flow executes, it prevents the execution of inbound actions.
* The user who sends an email should have the necessary roles to perform the operations specified in the flow. Otherwise the system stops the operation.
{#define-process-incoming-emails__ul_skc_lg3_f3b}

## Procedimento

1. Create an inbound email flow.
   1. Navigate to AllProcess AutomationFlow Designer.
   2. Select one of the following flows.  
      * Create Case from Email: Creates a case when a user sends a new email.
      * Update Case via Reply: Updates a case when you use the reply option.
      {#define-process-incoming-emails__ul_ut4_zbj_c2c}
   3. Select Edit Flow.
   4. Select the Inbound Email trigger.
   5. Modify the default email filter conditions or select New Criteria to add conditions.
   6. Select a Reply Record Type table.
   7. Select Done.
   {#define-process-incoming-emails__substeps_thn_ybj_c2c}
2. Edit the flow.
   1. Select an existing action and expand it.
   2. Provide information for the action or select the add icon (+) to add a new action, flow logic, or subflow.
   3. Select Done.
3. Finalize the rule.
   1. Verify the email flow and modify it if necessary.
   2. Select Save.
   3. Select Activate.
4. Select Activate.  
   The defined inbound email flow is activated.
**Tópicos relacionados**   

* [Building flows](https://www.servicenow.com/docs/access?context=flows&version=australia&pubname=australia-build-workflows&ft:locale=en-US)
* [Building custom actions](https://www.servicenow.com/docs/access?context=actions&version=australia&pubname=australia-build-workflows&ft:locale=en-US)