Process Incoming E-mails

An E-mail Monitor processes e-mails from a monitored account according to a series of Monitor Items, which consist of actions that are performed based on a set of conditions. Configure conditions, such as finding an existing record, an existing Customer, and/or finding specified information in particular parts of an e-mail. If an incoming e-mail meets the conditions, the E-mail Monitor executes four defined actions:

• Attaching e-mails to Business Object Records as Journal - Mail History Records.
• Creating or updating Business Object Records with the contents of incoming e-mails.
• Adding newly updated or created Business Objects Records to a CSM Queue.
• Performing One-Step Actions against newly updated or created Business Object Records.

By default, each Monitor has Monitor Items for Skip Item Rules to exclude certain e-mails from being processed (ex: Company-wide administrative announcements) and default actions to perform if an incoming e-mail does not meet any of the conditions associated with the other Monitor Items. Configure as many additional Monitor Items as needed for a particular E-mail Monitor.

If the monitored account is an IMAP or Microsoft Exchange account, select what to do with e-mails after they are processed. Have the e-mails deleted, marked as read, or moved to a specified folder. E-mails from POP accounts are automatically deleted after they are processed (POP does not support folders).