Path: Account->Open Items->Timeline

The system also allows for inbound emails from customers.

When the emails are sent, the subject line is encoded with the account number, i.e.; ‘[ACC:xyz]’ (where ‘xyz’ is the account number). When the customer replies to the email, and the email is received, the system looks for the account number encoded in the subject, and if so, the system automatically matches the incoming email to the account.

When emails are initially received, they have a status of ‘Unread’. These emails appear on the ‘To-do Unread email’ for the user assigned to the account. Once read, the email’s status is changed to ‘Read’.

If the system is unable to match an incoming email to an account, then the emails appears on the ‘To- do Unread email’ list as an unmatched item. A user is assigned to look at these unmatched emails.

When the user opens the un-matched email, the system prompts with a list of accounts to match the email to.

A ‘Read’ email can be replied to, or forwarded, which creates a new email.