Help center Core configuration Email Parse structured inbound email with route forms Updated Monday, October 26, 2026 · Marc Staine Route forms map labelled lines in an inbound message into case, customer and activity fields. They are useful for predictable application-generated mail, where a stable format can reduce manual entry. Applies to: Supportbench Core. Location: Settings → Email configuration → Route forms. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Obtain a representative structured message without private customer data.Create a form, set sender/subject matching and choose the delimiter.Add mappings for the incoming labels and set the missing-record creation rules.Save the form, then select it on the relevant Email route.Forward a controlled sample and inspect the resulting case, contact/company and activity values. Settings reference Matching and creationSettingWhat it controlsHow to chooseNameInternal name for the parsing form.Describe the source application and message format.Match sender addressOptional exact sender match.Use the actual sending address when the form should apply only to one source.Match subject textOptional text that must appear in the subject.Choose a stable distinguishing phrase.Line delimiterSeparates the incoming label from its value. Each mapped line must contain exactly one delimiter.Choose a delimiter that will not also appear inside the values; options include colon, semicolon, comma, caret, slashes, hyphen, underscore and question mark.Create contact when not foundAllows parsed name, email and phone values to create a missing contact.Enable only when the source supplies reliable identity information.Create company when not foundAllows the parsed company name to create a missing company.Review naming consistency to avoid duplicate companies. Line mappingSettingWhat it controlsHow to chooseIncoming labelText before the delimiter. Mapping order is retained.Match the source message’s label consistently.Map toDestination selected from case/customer, Case custom fields or activity fields.Choose the intended entity and field, not merely a similar display name.Case and customer destinationsCompany name; contact full/first/last name, email and phone; Division, Subject, Summary, Priority, Issue, Asset, Queue and Agent owner.Use full name or email for Agent owner according to the displayed option.Activity destinationsActivity type and Activity content.Keep customer-facing content separate from operational metadata.Add / Remove mappingChanges which incoming lines are mapped.Review the entire mapping before saving. Recommended use Use route forms for predictable labelled lines. Free-form prose may not parse reliably.A value containing the selected delimiter can stop that line from matching; test realistic samples. Worked example Choose colon as the delimiter for a source that sends Subject: Login help and Contact email: test@example.com.Map Subject to Subject and Contact email to Contact email.Attach the form to the intended route and inspect a test case. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Email configuration → Configure inbound email routesConfiguration → Configure custom fields and dropdown choices Was this article helpful? Yes No Thank you for your feedback.