Receive email

You can forward emails to your application and record details from the email (such as the message, attachments, sender, and date) in a case. For example, you may want to create a new Customer query case each time a customer sends an email to a specific address. You might then add logic that identifies the customer's account manager based on the sender's email address so that you can assign them to a task to review the new Customer query case.

Configuring your application to receive emails requires:

• A casetype or form activity. The activity can be on a page casetype or a standard casetype.
• A form with fields for the details of the email that you want to make available in your application. To populate the form fields, the appropriate external reference must be applied.
• An incoming email profile in MyGrexx identifying the relevant page or case and the activity. This generates a unique email address that you can either use directly or forward incoming emails to.

Each time an email is sent to an email address associated with your application, the relevant activity is executed and the activity form is populated with details from the email. You can configure the activity to trigger other activities and map values as required.

Tip:

Each email address is specific to an activity and one of your application's environments. You cannot use the same email address for multiple environments or activities.

Activity and form

To receive emails, you must create a dedicated activity with a form. This can be a form activity or a casetype activity. Typically, activities for receiving emails are added to a page. You can also add the activity to a standard casetype.

The activity form should include fields for any of the email details that you want to store in a case or use in the activity logic. For each field, specify the relevant external reference from the list below. When the activity is performed, the external reference is used to populate the form with the details from the email.

The fields can be included in any order and you do not need to use every external reference. Any external references that you do include should only be used once.

Email field	External Reference	Data type	Example	Explanation
From	from	String	[email protected]	The sender's email address. The display name is not included.
To, CC, BCC	addresseesString	String	[email protected]; John [email protected]; Alice [email protected]	All the addresses in one string
To, CC, BCC	addressees	Multivalue string	["[email protected]", "[email protected]", "[email protected]"]	A multivalue containing just the email addresses to which this email has been sent.
Subject	subject	String	Season's greetings	The subject of the email message.
Sent date	sentDate	Datetime	2020-12-25T22:44:12.000	The date the message was sent (according to the headers).
Message body (plain text)	bodyTXT	String	Dear John and Alice, Wishing you a Merry Christmas and a happy New Year from all of us at example.com! Regards, Jake	The plain text message body, if present.
Message body (HTML)	bodyHTML	String	<p>Dear John and Alice,</p> <p>Wishing you a Merry Christmas and a happy New Year from all of us at example.com!</p> <p>Regards,</p> <p>Jake</p>	The HTML message body, if present.
Attachment(s)	attachments	Multivalue file		Any files attached to the email.
Headers	headers	Multivalue JSON Object	[{ "key": "Content-Type", "value": "text/html; charset=\"utf-8\"" },{ "key": "Message-ID", "value": " [email protected]" },{ "key": "Subject", "value": "Important message" }, ... ]	All the headers of the email in a multivalue JSON object. Note that the same header can occur multiple times in one email. For example, the Received header often occurs more than once.

Incoming email profile

An incoming email profile generates an email address and identifies the activity to be executed when an email is received. The email address is unique to the activity and application environment. If you want to test the process in your Testing or Acceptance environment before enabling in Production, you will need to create an incoming email profile for each environment.

Use MyGrexx to configure an incoming email profile:

1. Log in to MyGrexx and select Grexx Connect.
2. Select the Incoming email profiles tab and click the + icon. The Create incoming email profile dialog is displayed.
3. From the Server picklist, select the version of the Grexx Connect API that you want to use. Usually we recommend using the Production version.
4. Enter a name to identify the incoming email profile and specify the email address that you want any errors or warnings to be sent to.
5. From the To environment picklist, select the application environment you want to use.
6. From the Action picklist select Execute activity.
7. From the To type picklist specify whether the activity you want to execute belongs to a page or a standard casetype. Then, enter the casetype ID of the page or standard casetype from your Studio.
8. In the To activity box, enter the case ID of the activity fom your Studio.
9. Click Submit. A profile is created with a unique email address in the format [email protected].

Each time a message is sent to the unique email address, the activity is performed and the form is populated with the relevant details.

Tip:

If you want to provide your users with an easy-to-read email address on your own domain, you can use any email service to forward emails from that address to the Grexx Connect email address.