Creating a New Email Address


The Email Ingestion feature allows Administrators to create new email addresses to generate new objects and automatically map data from submitted emails to Object Fields. Administrators can also customize who is notified when submitters reply via email. To enable the Email Ingestion feature, an Administrator must create new email settings and Object Types.

User Account Requirements

The user account you use to log into Resolver must have Administrator permission to access the Email Settings tile.

Related Information/Setup

Please refer to the Using Two-way Email article for instructions for enabling that feature on an object type.


  1. From the Home screen, click the Systems icon.

Systems Icon

  1. From the Admin: Overview screen, click the Email Settings tile under the Communication section.

Email Settings Tile

  1. From the Admin: Email Settings screen, click the + Create Email Settings button.

+ Create Email Settings Button

Creating a New Email Address

An email address can only be generated once an Administrator selects an Object Type, Workflow Trigger, Role and User Assignment. Entering information into these fields determines what type of object gets generated by this email address and what happens after creation. 

  1. From the Admin: Email Settings screen, Enter a Name to represent the New Email Settings in the Name field. The Name field has a maximum character limitation of 50 characters.

Name Field

  1. (Optional) Enter a brief description outlining the email address's intended use, in the Description field.

Description Field

  1. Select an Object Type from the Object Type dropdown menu. The selected object type determines the type of object (e.g., activity,  that is created by the email. You can edit the Object Type field after the email address is created. Selecting an object type will unlock the Workflow Trigger, Role fields, and the Email Data section.

Object Type Dropdown Menu

  1.  Select a Workflow Trigger from the Workflow Trigger dropdown menu. The Workflow Trigger indicates at which Workflow State the email is generated (e.g., Submit, etc.).

Workflow Trigger Dropdown Menu

  1.  Select a Role from the Role dropdown menu. The Role selected is assigned the object generated by the incoming email. The Auto Assign to field will unlock after a role is selected.

Roles Field

  1. Select a User or User Group from the Auto Assign to dropdown menu. The selected User or User Group will be  assigned to the created object. Objects can be assigned to multiple users or user groups. 

Auto Assign To Field

  1. Scroll to the Email Data section. The Email Data Section allows Administrators to map email data to applicable fields on the generated objects. The Email Body field is the only mandatory field which must be mapped.  
  2. (Optional) Select a Sent Date option from the Sent Date dropdown menu. The email will use the Send Date option as the date the email was sent (e.g., Expiry Date, Start Date, etc.).
  3. (Optional) Select a From Address option from the From Address dropdown menu.
  4. (Optional) Select a To Address option from the To Address dropdown menu.
  5. Select an email body option from the Body dropdown menu. The body of the email will be created using information from the option selected.
  6. (Optional) Select an email subject option from the Subject dropdown menu. The email subject field will be populated using the content from the selected Subject option.

Generating an email without mapping the email's Body and Subject will result in a blank Object, and the report content may not be saved.

  1. (Optional) Select an Attachment option from the Attachment dropdown menu to include the attachments within the email.
    • Observational Attachments
    • Outcome Attachments

Attachment Restrictions:

  • Only one attachment field can be used.
  • An Organization can have a maximum of 100 email settings.
  • Emails have a maximum of 30 MB, including all content, headers, attachments, etc.
  • Emails can only be exchanged on an Object originated by email between Resolver Users <> Submitter.
  • Attachment fields are the only fields that will continue to map values in subsequent Submitter replies.
  1. (Optional) Select the Yes button under the Attach Message as EML File to attach attachments to the email using the EML (Electronic Mail or Email) file extension that uses the Internal Message format protocol.
  2. (Optional) Select an email template from the Email Confirmation Template dropdown menu. The Email Confirmation Template returns an automatic confirmation message back to the sender using the selected template.

Email Data Section

  1. Scroll to the Email Settings section and click the Generate button to generate a system-assigned email address. The system-generated email address cannot be edited. The email will be created using the Name field value and a unique 16-character string of random alphanumeric values. 

Generate Button

  1. After the email address is generated, the Generate button will become a Copy button, allowing Users to copy the email address to the PC clipboard.

Copy Button

  1. Scroll to the Notification for New Replies section to customize a state's action and indicate which workflow trigger is initiated based on email replies from a Submitter. The State fields on the Notification for New Replies section will differ based on the object type selected in the Object Type field.
  2. Click on a State field and select an action for the state from the dropdown menu.

State Field Dropdown Menu

  1. When you are finished adding actions to states, click the Done button to save your changes and return to the previous screen.

Done Button

  1. (Caution) Click the Delete button to delete the email settings. Deleting an email setting prevents further communications between the email submitter and an Administrator. Resolver recommends never deleting an email setting once it's in use. For additional guidance, please contact Resolver Support.

Delete Button