Auto-Update Case Status Based on Email Reply Keyword

Hello!

To automatically set the case status to "Resolved" when a customer replies with the keyword "resolved", you can configure a business process as follows:

1. Create a new business process in Studio → Process Library. Name it something like "Auto-resolve case from email".
2. Add a Start Signal element. Set the signal type to "Object signal" and select the "Activity" object. Set the trigger condition to "When record is added". Add filters: Type equals "Email", Direction equals "Incoming", and the Case field is not empty.
3. Add an Exclusive Gateway (Condition) element. Use it to check whether the body or subject of the email contains the word "resolved". You can do this using a condition or a script task. For example, in a script task, use something like:
   if (activity.Body.ToLower().Contains("resolved")) { return true; }
4. If the condition is true, add a Modify Data element to update the related Case. Set the object to "Case", and filter by Case.Id equals the Case connected to the Activity. In the update values, set the Status field to "Resolved".
5. Publish the process and test it by sending an email reply that includes the word "resolved".

Regards, 
Anton