Create a Case from an email

I’ve had a question about if we can create a case from an email that gets sent to a dedicated email address linked with my environment, would it be possible?

Yes you can - you need to think about an inbound handler.

They can be setup and configured for email / sms / graph api / liberty connect and so on.

I’ve got an inbound handler set up and is being used to send/receive emails after the case has been created. However I want it so an email being sent into the inbound handler can create a new case. What would I need to do to set it up so an email being sent to an inbound handler can create a new case

There are probably 2 ways to achieve what you are after:

(1) you may still want to match to something - like maybe a client id or something and then use the event “on matched record” config to do some processing.

(2) The message itself could technically be a trigger for something to happen - like another record being created - you could use the “Event” configuration (Allows you to trigger a Custom Event upon the receipt of the inbound message) to achieve that either with a rule or maybe a code studio component.

Hi @Haydn.Haynes , i’m working on this with Alex. I’m looking at this whilst he’s away. As this inbound email won’t be related to an existing case record on the platform, would i be correct in setting up the matching rule like in below image? or should it be a recipient record?