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Support Article

Incoming Emails are not attached to work object as HTML emails



Incoming emails from Gmail and Yahoo are not attached to the work object as HTML emails. The emails are converted to plain text emails and the HTML images are lost.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Create an Email Listener with the Process settings as 'Embed data for Inline Images into HTML' and Service Type as 'Inline - prefer text'
  2. Process an incoming email which contains the images
  3. Send the email from Gmail or Yahoo and check the email body in the work object

Root Cause

A defect or configuration issue in the operating environment.


Perform the following local-change:

Change the service Email type from 'Inline - prefer text' to 'Inline - prefer HTML'.


Published July 23, 2018 - Updated October 8, 2020

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