This article takes you step by step on how to convert incoming messages into a Case or a Lead with workflows.



1. Choose, Settings.

 

2. Click Workflows.

 

3. Click ‘New’.

 

4. Create your desired Workflow Name, and select Entity as Email from the drop-down list.


5. Click Properties.

 

6. Select Email from the first drop-down list.


7. Select your email activity from the second drop-down list.


8. Select Equals from the third drop-down list.


9. Under the ‘Look For’ drop-down list, select Email or your created Queue.


10. Save and Close.

 

11. In the same Workflow select ‘Case’.

 

12. Select, Set Properties to configure the case. (Note: A customer and a subject must be specified.)


13. Save and close the case creation step.


14. Select ‘Publish’ to publish the workflow.