Help Centre › Building Processes
Read an email for a case type and send its facts to the case it belongs to.
Add it to a process
In the process designer, open the Add step tab. Find Send email to a case under Data, or type its name in the search box, and drag it onto the canvas.
Fields
| Field | Required | What it does |
|---|---|---|
| Case type | Yes | The case type's ID on the web (Cases > Case types). |
| Email variable | Yes | Variable holding the email, from Select email, Get email by ID or For each unread email (not Find email, which keeps only the start of the body) |
| Mailbox address | No | Address of the mailbox the email was read from |
| Read attached documents | No | Read the attached documents too (default: true) Default: on. |
| Variable | No | Variable to store the answer in (default: case) Default: case. |
What it gives back
{case}– caseID, caseRef, created, matchedBy, status, missing, askSender, ignored and stale{case_ref}– The case number, such as CO-7. Empty when no case matched and a person must place the email{case_matched_by}– How the case was found: case-ref, identity, thread, new, unmatched, held, or person (a person placed this email on the case){case_not_read}– Each attachment that did not reach the case, as {index, name, reason}: a file the bot cannot read, one that is not a document the case type asks for, or one read only in part. The web takes each email once, so show these to a person
See all Data steps.