---
sourceDocument: Xanadu ServiceNow AI Platform Administration
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/platform-administration

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu ServiceNow AI Platform Administration

ft:clusterId :

    - platadm

bundleId :

    - platadm

workflow :

    - Platform


---

# Parse an email thread

# Parse an email thread {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

When an email is received, parse the most recent message in an email thread by
creating Email Reply Separators using specified string or regular
expressions.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllSystem PolicyEmailEmail Reply Separators.  
   A list of email reply separators shows up.
2. Click New to create a new email reply separator.
3. On the Email Reply Separator form, fill in the fields.  
   {#parse-email__table_vvk_jdc_3nb__entry__2}

   | Fields | Description |
   |-|-|
   | Name | Name of the separator. |
   | Application | Scope of the separator. |
   | Active | Option to activate the separator. |
   | Type | Type of separator. * String: Searches for the specified string to parse out an email thread. * Regex: Searches for the specified regular expression to parse out an email thread. {#parse-email__ul_qbx_5dc_3nb} Note: Complex regular expressions may take time to evaluate the email thread. In such cases, the regular expression evaluation is timed out after 10 seconds and skipped for that regular expression and the email processing is continued. |
   | Order | Priority of the separator. |
   | Separator | Separator value based on the selection of the Type. |
   | Short description | Description about the separator. |
   | Language | Language of the reply separator. Note: All email clients don't indicate a language, so all active reply separators are applied to locate a separator in the email message. |
   [ ]

   {#parse-email__table_vvk_jdc_3nb}
4. Click Submit.
**Related concepts**   

* [Email templates](https://servicenow-prod.fluidtopics.net/iXLnNLgAAE9nyHDMEbRihw "Email templates enable administrators to create reusable content for the subject line and message body of email notifications.")
* [Email layouts](https://servicenow-prod.fluidtopics.net/x5fARNzjadceeKnQXiylrQ "Create reusable content for the message body of email templates.")
* [Email retention](https://servicenow-prod.fluidtopics.net/3xEJ4n8ulAVd4q4FGrIY0A "You can archive and eventually destroy email messages that you no longer need or if your Email table is excessively large.")
* [Watermarks on notification emails](https://servicenow-prod.fluidtopics.net/bHQBtKE5oqqm0bF97yvHOw "By default, a unique watermark label will be generated at the bottom of each notification email to allow matching incoming email to existing records.")
* [Email digests](https://servicenow-prod.fluidtopics.net/TeonCpDluhL1dVG~CpZSpQ "An email digest is a single email that summarizes the activity for a selected notification and its target record during a specified time interval. You can enable an email digest to reduce the number of notifications received when frequent updates to the associated record occur within a short time period.")
* [Domain separation and Notifications](https://servicenow-prod.fluidtopics.net/XNfc92L4MJNR37JtITEWXQ "Domain separation is supported in the Notifications application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.")
* [Email FAQs and troubleshooting notification emails](https://servicenow-prod.fluidtopics.net/SHxMvAzWvIY03fxq7AtH3g "Logs and diagnostics are provided to help determine whether notification emails are being sent and received successfully, what any issues are, and who receives the email.")  
**Related tasks**   

* [Create notification categories](https://servicenow-prod.fluidtopics.net/N2jGMUoz_N4G6Yg~OInZSg "You can create notification categories to identify and group related notifications that are listed in the notification settings for your users.")
* [Create an email notification](https://servicenow-prod.fluidtopics.net/1uxmFe3Zi5x_C3q5DOmU5Q "Create an email notification specifying when to send it, who receives it, what it contains, and if it can be delivered in an email digest.")

*[\>]: and then