Start Process on receipt of an email message sent to a custom email address on Appian Cloud

Question

Hello All, 
 
 I have a requirement in which I need to perform following operations. Need your suggestions on how this can be achieved in Appian Cloud . I know how to do this on On-Premise installation of Appian.

Need to configure a custom email address i.e. support@mycompaneydomain.com 
 Use Appian process to send email to external users (Use Send Email Node and &lsquo;From address&rsquo; needs to be the custom email address i.e. support@mycompaneydomain.com ) 
 When any of the external user is replying to the above sent email &ndash; Appian should start a process and parse the email. (Start Process in Appian if email /s are sent to support@mycompaneydomain.com ) 
 User can send multiple emails as a reply to the same email sent from Appian 
 The entire email received in Appian should be stored and need to be shown in an Appian report / record (No direct way but various workarounds like using &lsquo;Create Eml File&rsquo; smart service &ndash; Please suggest most optimal based on your experience)

Thanks, 
 Ketan

PhilB · Answer

You can configure a custom email sender on cloud by raising a support case. A little more information regarding using that sender is here: https://docs.appian.com/suite/help/19.1/Configuring_Custom_Email_Senders.html 
 For the replies, information on configuring appian to receive emails and poll an email inbox is here: https://docs.appian.com/suite/help/19.1/Mail_Server_Setup.html#receiving-emails 
 For multiple emails, you will need a consistent element in the email - for example, a case ID within the subject - that you can use to correlate with a case or other business data. You can store the email in a database by extracting the body, subject, sender etc when you receive the mail and saving that information to a database table of your own design.

PRATEEK BHATTI · Answer

Hi Ketan, 
 Yes - E mail can be received on Appian cloud sent to a custom email address as well and a process be started. 
 The proper routing to the intended process model needs to be configured through custom.properties file along with this you need to configure the alias name for support@mycompaneydomain.com such as supportDesk and enable it in custom.properties file through below property: conf.mailhandler.alias.supportDesk =processmodeluuid -(Please raise support case to add these configs in custom.properties). 
 The entire email received in Appian should be stored and need to be shown in an Appian report / record- You may use mail poller plug-in, that will store the email info in DB tables and you won't be needing "Create EML File" smart service to generate the new email file. However, a number of JavaMail Properties needs to be configured at mail server so that performance can be improved as per the use case. 
 Please refer below link for the same: https://community.appian.com/b/appmarket/posts/mail-poller 
 
 Thanks