---
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


---

# User impersonations and inbound actions

# User impersonations and inbound actions {#ariaid-title1}

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

When the instance receives an email, it can take a variety of actions by impersonating
the sender.
If the sender of an incoming email matches an existing user, the instance impersonates the
matching user to complete any inbound email actions. If the sender does not match an
existing user, the instance impersonates the Guest user to complete any inbound email
actions. If the impersonated user is locked out , the inbound email action fails.  
Note:  
If inbound email comes from an untrusted domain, the instance impersonates the Guest user unless you explicitly prevent users from untrusted domains from triggering inbound actions. For more information on filtering domains, see [Designate untrusted and trusted
email domains](https://www.servicenow.com/docs/access?context=designate-untrusted-trusted-email-domains&version=xanadu&pubname=xanadu-platform-security&ft:locale=en-US).