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.