How to set up an Email Alert whenever a new e2a Email is received?

Setup an Email Alert whenever a new e2a Email is received

Whenever an e2a email is received it is attached to the related record (Standard/Custom Object Records) as per the e2a Email Rule criteria. It is often useful to send an email notification when a new record is created and e2a email is subsequently received on that record. This notification email could be sent to record owner, any specific user or an external email address. If you want to setup such alert system so that an email alert is sent whenever a new email is received, then please proceed as follows. The steps below explain the procedure for setting email alerts on 'Lead', but could be used for any other Object( Standard/Custom, i.e. Case), just replace 'Lead' with 'Case'.

First, we need to create a new custom field in 'Lead', which will be used to indicate the arrival of new email on 'Lead record. (goto Setup | Lead | Fields)

1. Select New in section Lead Custom Fields & Relationships
2. Select datatype as Picklist (It can also be a checkbox) and click Next
3. Provide Field Label and Select Enter values for the picklist, with each value separated by a new line (Example Field Label: 'New e2a Email')
4. Set values of Picklist as No and Yes, each in separate line
5. Check Use first value as default value ( 'No' will be default value in this case)
6. Provide Description and click Next (Example Description: 'The field is set to 'Yes' when an e2a email arrives and creates a new record')
7. Select appropriate profiles in Establish field-level security and click Next
8. Select appropriate page layouts in Add to page layouts and click Next (There is no requirement for this field to be visible on any layout and can thus be kept hidden)

Secondly, we need to configure a Field Assignment Rule in the related 'e2a Email Rule' to populate the created picklist (New e2a Email) on arrival of an e2a email. 

1. Go to e2a Email Rules and select your email rule linked to Target Object Lead. Click Edit
2. Click on the New button in the Field Assignment Rule section 
3. Select 'Create or Update Record' from the Trigger On  drop-down
4. Select 'Always' from the Trigger Type  drop-down
5. Enter a number ( greater than 0) in the Processing Order field
6. Select 'Fixed Value Assignment' from the Assignment Type drop-down
7. Select 'New e2a Email' (picklist created earlier) from the Select Field drop-down
8. Enter 'Yes' in the Field Value field ( To populate the picklist New e2a Email whenever a new e2a email is received) 
9. Click on Save

Thirdly, we need to create an Email Alert that will be sent out to the record owner/email address whenever a new record is created. 

1. Go to Setup | Create | Workflow & Approvals| Email Alerts and click New Email Alert
2. Add Description, select Lead for the Object drop-down, and select Email Template (This template will be used for Email Alerts)
3. Select User from Search in Recipient Type (To whom Email Alerts will be sent)
4. Select User in Available Recipients and click on Add button to move it to Selected Recipients
   • You can enter up to five email addresses in Additional Emails to be notified
   • You can choose default From Email Address from the drop-down list. Click on Save button

Now, to send an Email alert, either a Process or workflow could be created. Below, both the methods are described to be used as per your need.

Method 1: Configure Using Process Builder

1. Go to setup and search for Process Builder

• Setup | Create | Workflow & Approvals| Process Builder
• Select New, enter Process Name and Description for the Process (Example Process Name: 'Email Alert on Lead record creation', Description: 'To end an email alert to the record owner/email address whenever a new email is received on Lead record')
• Set The Process starts when drop-down to A record changes (Changes here signifies that a new 'Lead' record is created )
• Click Save

2.  Choose the Target object which starts the Process

• Select Lead from the object drop down
• Select when a record is created or edited option for what starts the Process
• Click Save

3. Add the Criteria for this Process

• Enter Criteria Name
• Select Conditions are met option for Criteria for Executing Actions
• To set conditions, set Field to your custom created picklist, set Operator to equals, Type to String, and Value to Yes
• Select All of the conditions are met (AND) option for Conditions
• Click Save 

4.  Add Immediate Action to execute when the above-set criteria evaluate to True

• Click on + Add Action
• Select Email Alerts for the Action Type drop-down
• Add an Action Name
• Select the Email Alert created on for Lead object 
• Click Save

5. Add another Immediate Action

• Select Update Records for the Action Type drop-down
• Add an Action Name
• Select Select the Lead record that started your process option and press Choose
• In Field, select the field we created above (i-e. New e2a Email), select Type as Picklist and Value as No
• Press Save

5. Activate the Process 

Method 2: Configure Using Workflow Rules

1. Go to setup and search for Workflow Rules
   • Setup | Create | Workflow & Approvals| Workflow Rules
   • Select New and click Next
2. Select Lead from drop-down object list and click Next
3. Configure the Workflow by providing the Rule Name
   • Select created, and any time it's edited to subsequently meet criteria for Evaluation Criteria
   • For Rule Criteria, select Criteria are met
   • Set Field to your custom created picklist
   • Operator to equals
   • Value as Yes
   • Click Save and Next 
4. Select New Email Alert from Add Workflow Action
5. Select Select Existing Actions from Add Workflow Action
6. Select Email Alert from the Search drop-down and click on Find  button
7. Select the created Email Alert and click on Add  button
8. Click on Save 
9. Select New Field Update from Add Workflow Action
10. Enter Name and Description for the field update action [Example: Name: UpdateNewe2aEmail ]
11. Select  New e2a Email from Field to Update drop-down
12. Click on A specific value from the 'Picklist Options' and set the drop-down value to No
13. Click on Save
14. Click on Done and Activate on next page above Workflow Rule Details to activate newly created Workflow Rule

Please contact us at support@ortooapps.com for any questions.