Inbound email

Inbound emails that are not automatically processed by are shown on the Inbox page.

The Inbox window shows a header row for each email. In the header row, the Date Received column indicates the date that the inbound email was received by the application.

If you have permissions, you can view, download, and delete emails from the Inbox. Click the vertical ellipsis () icon to view the actions that you can take on the email. If no actions are available, the ellipsis icon is not shown.

Tip:

Inbound emails that trigger a new case or emails that are associated with an existing case do not appear in the Inbox. You can view them on the Email tab, and you can view email attachments on the Attachments tab. For more information about viewing emails that are associated with cases, see Email.

Email preview

If you have the download permission, you can preview the email contents by clicking the caret ( ) in the header row. If the caret icon does not appear, you do not have permission to preview the email content.

When you preview an email, potentially malicious HTML objects are stripped out to ensure that scripts do not run.

Image showing email preview in the Inbox.

If the email has an attachment, it appears after the HTML preview.

Inbox that shows two email attachments with overlays to show the location of the download icons. — Figure 1. Inbox showing email attachments

To download a single email attachment, click the download icon () next to the attachment.
To download all attachments in a single .zip file, click the download icon at the edge of the screen.

Batch actions on email

You can select multiple inbound emails and run custom actions, delete, and download them as a group. You can select a maximum of 500 email at one time.

From the Case Management page, click Inbox.
Select the check box next to the emails that you want to manage as a group.
To run a custom action on the group of email, click Action and select the custom action from the list.
If a custom action has a condition and some emails do not meet the conditions, a warning is displayed. Click Show list of non-applicable emails to see the emails that do not meet the conditions. The action continues to run on the emails that meet the criteria.
To delete the selected emails, click the Delete () icon.
To download the selected emails, click the Download () icon.
Each email is saved as a text file within a downloadable .zip file.
- To download the file immediately, in the Download generation complete notification, click the Download link.
  When the download is complete, the file is immediately removed from the system. Closing this notification window without downloading the file also removes it from the system.
- To download the file later, in the Generating download notification, click Email link.
  You can download the file from the Generated Downloads section of the Activity Dashboard. The link expires after a set number of days, according to the Download Link Expiry setting for the organization.