Create and manage mail configurations

Build the rules that decide how emails become work orders.

A mail configuration defines how Mail to WorkOrder processes a matching email.

You can create multiple configurations for different senders, subjects, or request types.

What a configuration includes

A configuration can contain:

• a name and description
• an active or inactive status
• a matching rule
• customer matching rules
• forced values
• regex rules

Create a configuration

1

Open Mail to WorkOrder

Go to Automations → Mail to WorkOrder.

2

Open the configurations section

Scroll to the list of configurations.

3

Add or duplicate a configuration

Create a new configuration or duplicate an existing one.

4

Fill in the basics

Add a clear name, description, and status.

5

Add the matching logic

Choose the sender type and the matching value.

Then add customer matching rules.

6

Add processing rules

Configure forced values, regex rules, or advanced settings.

7

Save and test

Save the configuration.

Then test it with a real email or WorkOrder Drop.

Best practices

• use clear names per request type
• keep one fallback rule separate from specific rules
• test changes with sample emails before broad use

Frequently asked questions

Can I have multiple active configurations?

Yes.

Mail to WorkOrder can evaluate multiple active configurations.

What if an email matches more than one configuration?

The matching order matters.

Keep your specific rules above broad catch-all rules.

Can I duplicate a configuration?

Yes.

That is often the fastest way to build a similar rule.

Related topics

• Understand matching rules and sender types
• Configure forced values and parameters
• Parse email content with regex and advanced options