mail.received automation events can react to received messages after they are appended to a ticket. For instance, sending an auto-reply confirmation to new tickets.

Placeholders

The automation event dictionary starts with the following values:

Outputs

(none)

Legacy behaviors

When both automations and legacy bot behaviors are active on the mail.received event, they run in this order based on automation priority:

This ordering was introduced in 11.1.8. Prior to that version, automations always ran before legacy behaviors regardless of priority.

Examples

Send an autoresponder when a new ticket is created:

• automation
• policy
• event
• inputs

• start:
    record.create:
      output: new_draft
      inputs:
        record_type: draft
        fields:
          name: Auto-Response
          type: ticket.reply
          ticket_id: {{message_ticket_id}}
          is_queued: 1
          queue_delivery_date@date: 5 mins
          to: {{message_sender_address}}
          params:
            to: {{message_sender_address}}
            subject: [#{{message_ticket_mask}}] {{message_ticket_subject}}
            headers:
              In-Reply-To@optional: {{message_headers['in-reply-to']}}
              Auto-Submitted: auto-replied
            content: Thank you for contacting us. We will respond as soon as possible.

• commands:
    record.create:
      deny/type@bool: {{inputs.record_type is not record type ('draft')}}
      allow@bool: yes

• automation/autoreply:
    uri: cerb:automation:example.newticket.autoresponder
    disabled@bool:
      {{
        not is_new_ticket
        or not message_ticket_group_auto_responder_enabled
        or message_ticket_subject is pattern (
          '*out of the office*',
          '*out of office*',
          '*auto response*',
          '*autoreply*',
        )
      }}

• message__context: message
  message_id: 1