Read Email Headers
Updated
Email capability includes an advanced capability that allows email header metadata to be fully read, parsed, and used throughout routing and case-handling workflows. This strengthens email-based automations by giving access to detailed information that was previously unavailable during ingestion.
When inbound emails enter the system, they carry a rich set of metadata within their headers, details such as Reply-To, Message-ID, Received-From, or any custom header set by an external system. Traditionally, these values were not extracted or made available for rules, which limited the sophistication of routing and case logic.
The enhanced ingestion process now reads the complete set of headers and makes selected values available for use within the platform. These extracted header values can be mapped to custom fields, enabling workflows to make decisions based on precise and meaningful email metadata.
Working of the Feature
During email ingestion, the system parses all standard and custom headers present in the incoming EML file.
Administrators can choose which header to capture and map directly into a custom field.
A new rule action of copying the header into the Custom Field allows users to specify the exact header name on one side and the target custom field on the other.
Once populated, these custom fields behave like any other attribute and can be used throughout routing workflows, rule engines, automation tasks, and prioritization logic.
Supported Header Types
The extraction process works for both standard and extended headers. This includes:
Standard Headers: From, To, CC, Reply-To, Message-ID, Subject, Date
Custom or Vendor-Specific Headers: Any X-header or system-generated field included in the inbound email.
Create a Rule for Reading Email Headers
Click the New Tab icon. Under Platform Modules, click Rule Engine within Collaborate.
On the Rule Engine window, click Create New Rule in the top right corner.
On the New Rule window, provide a Name and an optional Description for your new rule and set the Rule Scope to Workspace.
From the Context drop-down menu, select Inbound.
In Rule Type, select Standard or On-Demand, depending on your requirement.
If required, modify the values for Activation Date and Rule Execution Batch. To proceed with the default values, click Next at the bottom.
On the Rule Canvas window, click the + icon and select Add Action.
On the Edit Action pane on the right, enter a Name for the action.
Under Actions To Change properties of Message, select the Action as Copy email header value, and in the Input Text field, add Return-Path.
Add the action as Copy to Custom Field and assign it a relevant value.
Click Save in the bottom right corner.