Case Creation via Email Module Overview

What is the Case Creation via Email module?

Case Management Studio ships with the Case Creation via Email module, an application built on the Appian process automation platform that allows the system to ingest emails from a shared email inbox. The Case Creation via Email module enables case managers to triage incoming emails and create a new case or link an existing case.

The Case Creation via Email module streamlines your case management workflow by providing a direct path from email communication to case action.

Case creation

The Case Creation via Email module provides a new avenue to create a case via email and link the corresponding email to the newly created case.

Once integrated with Case Management Studio, the Case Creation via Email module captures incoming emails sent to a specified email inbox. Case managers can access the Triage Emails site, view all of the incoming emails captured by the system directly in Case Management Studio, and triage them accordingly.

After reviewing each email, users can quickly create a new case from it, link the email to an existing case, or ignore it. These options save case managers and workers valuable time when processing their case workload.

When users select to create a case from an email, they must select the appropriate case type and enter the values of the custom fields. The case creation process is similar to the main case creation experience. After a case is created from an email, case managers and workers can view the email threads from the case record.

Additionally, case managers and workers can view and reply to email threads from the case record.

When an email is ignored, the system archives its content and attachments. Note that this action cannot be undone.

Initiate an email thread from an existing case

To gain more information about a case, case managers and workers may need to send an email to a client directly from an existing case record or send an update on the progress of the case. With the Compose action, users can kick off a new email thread from the Emails view. Email responses will be ingested by the email poller and attached to the correct thread.

Users can either compose an email from scratch, or select an existing email template. They can enter email recipients manually, or select from case fields that store an email address, such as Contact Email.

Ready to get started?

See Installing Case Creation via Email to install the Case Creation via Email module with your Case Management Studio application and empower your team the tools they need to create cases more efficiently.

After installing, be sure to follow the setup steps to incorporate Case Creation via Email with your Case Management Studio application.

Feedback