Automate Email with Templates, Triggers, and Waiting Steps

Choose the email control you need

Keeping these jobs separate makes the process easier to test. An Email Trigger should not be used as a substitute for resuming the specific run that requested a reply.

Build and maintain a reusable template

In the template library available to your workspace:

1. Create or duplicate a template.
2. Write a clear subject and body in the visual editor.
3. Insert only merge fields supplied by the intended Workflow context.
4. Preview with representative merge data in English and Arabic where applicable.
5. Save a version and follow the visible review or approval process.
6. Activate the approved version before selecting it in a live Workflow.

Search and filters help administrators manage a larger library. Times Used and Total Usage provide the current template-level usage indicators; delivery and archive results are reviewed in their corresponding message or Workflow views.

Do not place a password, access token, or provider secret in a template or merge field.

Send email from a Workflow

Configure the Email node with:

• a permitted sending mailbox or workspace default;
• fixed or variable recipients;
• a template or an intentionally composed subject and body;
• merge fields that exist on every path reaching the node;
• supported static or submitted attachments; and
• the expected delivery/archive behaviour shown by the node.

Preview the rendered message. Test missing optional values and any branch that can reach the node. When a provider is not configured, the builder can still show the design while live delivery remains unavailable.

Start a Workflow from incoming mail

Configure the Email Trigger when each matching message should begin a new instance. Use the available filters—such as address, sender, subject, body, language, document/project reference, or attachment properties—to narrow the match.

Then:

1. Preview or sample-test the rule.
2. Review the trigger schedule and rate controls.
3. Map permitted message and attachment values to Workflow inputs.
4. Choose the archive policy shown by the trigger.
5. Activate the Workflow only after the non-match and match tests succeed.

Advanced diagnostics, replay, or dead-letter views can require an eligible plan and active mail runtime. Use them to investigate, not to hide a rule that is too broad.

Wait for a reply inside the same run

Place a matching-email wait after the step that requests a reply. Include a per-run reference or destination in both the outgoing message and the wait rule. Route the received message to processing and route the timeout separately to a reminder, escalation, or closure.

For the complete configuration and test procedure, use Wait for a Matching Email Inside a Running Workflow.

Verify the end-to-end journey

1. Send a test through the selected provider.
2. Confirm the subject, body, language, merge values, and attachments.
3. Send a message that should not match the incoming rule.
4. Send the expected message and confirm one intended instance starts or resumes.
5. Open the Workflow instance timeline.
6. Open the permitted Email archive record and verify delivery, message stages, and file status.
7. Test the timeout or failure outcome without altering production recipients.

Troubleshooting