Email to Case Flow unable to move emails to subfolder

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Posted on by Sam Conroy

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Hello all!

I have created a few Flows that create a case when an email is tracked in a shared mailbox.

The problem is that this requires some manual input to check that the case has been created as all emails are tracked regardless, so what I have been trying to get working is adding to the flow the Move Email (V2) step so that anything that is processed can be moved to a sub folder.

It seems very hit and miss as it will initially work fine but if there are multiple emails in the mailbox it will just move them all on a single run of the flow, causing several to be missed and not logged.

It currently looks like this -

Details of the Get Emails (V3) step -

Next flow steps -

Details of the flag and move emails steps -

So what I'm looking for is a way of just the emails that have logged cases to be moved as we have exceptions in the flow that stop non contacts from logging cases.

Any advice on this would be greatly appreciated

Cheers

Sam

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Sam Conroy 274 on at

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RE: Email to Case Flow unable to move emails to subfolder

This worked in the end if combined with setting the Get Email (V3) to process more than 1 email so I'll mark your response as the answer.

Thanks again Frank :)

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Sam Conroy 274 on at

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RE: Email to Case Flow unable to move emails to subfolder

At the moment it's only in our testing environment so each test email is 100% different. I'll take a look to see if the loop step is configured correctly as I must have missed a step somewhere for it to do this, it's just frustrating that the first one goes through without a problem

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AriaConsulting 2 on at

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RE: Email to Case Flow unable to move emails to subfolder

You may have to use AI Builder in PA to be able to more accurately associate the emails together.

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Community Member on at

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RE: Email to Case Flow unable to move emails to subfolder

Hi,

If subjects are not equal, the expression is judged to be false, and the actions within the condition will not be executed.

If there are multiple emails, why does each action loop only once?

It is possible that the subject of the first email is not equal to the subject of the email that created the case, because only one of the multiple emails will be equal.

I think you have some problems in the step of looping emails.

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Frank Gong

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Sam Conroy 274 on at

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RE: Email to Case Flow unable to move emails to subfolder

Hi Frank,

That doesn't seem to work when there are multiple emails in the mailbox sadly. I don't get any errors in the flow, it says that the result was false after one run is complete -

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Sam Conroy 274 on at

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RE: Email to Case Flow unable to move emails to subfolder

That's a great idea Frank, I'll give it a go now and let you know how I get on.

Cheers

Sam

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Community Member on at

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RE: Email to Case Flow unable to move emails to subfolder

Hi,

Have you tried adding a condition to determine whether the subject of the email is consistent with the subject in the trigger (if the subject is different each time)?

Like this:

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Frank Gong

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