To create or update cases from incoming email messages, configure an email listener
in Dev Studio. Email listeners identify the listener, the email account
name, the name of the mail folder to monitor, the message format of the incoming messages, and
the email service rule to which to route messages. Use email listeners to provide the Pega Platform with the necessary information to route incoming email messages to
an email service rule (Rule-Service-Email rule type). Note: The following tasks describe how to manually create an email listener in Dev Studio. However, email listeners are automatically generated with certain
configurations, such as creating an email channel or enabling case creation by email. As a
best practice, create these configurations in App Studio. For more information,
see Creating an Email channel and Enabling creation by email of top-level cases.
- Configuring email listener routing
Specify the email account from which the email listener pulls emails, the number of times the email listener checks the inbox for messages, and which email service rules to use for routing.
- Configuring email listener processing
Specify how the email listener processes email messages at run time. For example, you can set a limit on the size of the emails that the email listener processes or specify whether the email listener processes autoreply messages, such as out of office notifications or read receipts.