---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu 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}

* Release version: Xanadu
* 
* Updated September 19, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Define your email-related business processes using inbound email flows. This enables you to manage emails along with your customer service processes through a visual Flow Designer interface without
having to design or request complex scripts.

## Before you begin

Role required: admin, sn_customerservice_manager

## About this task

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

* The execution order of the inbound email flows take a higher precedence than inbound actions (that is if an email flow executes, it prevents execution of inbound actions).
* The user who sends an email should have the necessary roles to perform operations specified in the flow or the operation will stop.
{#define-process-incoming-emails__ul_skc_lg3_f3b}

## Procedure

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.
   {#define-process-incoming-emails__substeps_gly_nj1_sgc}
3. Finalize the rule.
   1. Verify the email flow and modify it if necessary.
   2. Select Save.
   3. Select Activate.
   {#define-process-incoming-emails__substeps_hly_nj1_sgc}
4. Select Activate.  
   The defined inbound email flow is activated.
{#define-process-incoming-emails__steps_fly_nj1_sgc}
**Related topics**   

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

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