Email Monitoring Configuration

You can streamline many routine servicing workflows by using Epic to monitor email addresses, especially generic addresses without a single owner (for example, claims@yourbrokerage.com or sales@yourbrokerage.com). Instead of moving items from external mailboxes into the system manually to be worked, you can route them to the appropriate accounts and employees or work groups directly from the Unrouted Email area. You can also configure the system to attach each received email message to the appropriate account or policy automatically if it meets specific matching conditions (see Associate an email address and add server rules for monitoring). You must also configure a dedicated forwarding address through your email provider’s settings for each email address you add before Applied Epic can monitor it.

Configure Forwarding for Monitored Email

To complete your email monitoring setup, you must configure a dedicated forwarding address for every email address you want Epic to monitor. Once you add an email address to be monitored, the Forward To Address defaults in the required format for the forwarding configuration. Select this address and press [Ctrl] + C to copy it, then paste it into your email provider’s mailbox settings.

Note: If your email provider sends a verification email containing validation information for each new address (such as a multi-factor authentication code), the destination of this email can vary. If you have not yet added the address to Configure > Attachment > Monitor Emails, you must check the mailbox through your email provider. If you have already added the address to Applied Epic, check the Procedures > Document Management > Unrouted Emails area for the message.

The following Knowledge articles provide more information on email forwarding configuration, including detailed instructions:

• Deprecation of Basic Authentication in Microsoft Exchange Online/Office365 on Epic Features
• Required Configuration Change Needed for Upcoming Changes to Epic Email Monitoring

Full Access Mailbox Configuration

Before you can set up email monitoring in Applied Epic, an administrator must access your email provider’s settings to configure one mailbox with Full Access permissions for all generic email addresses to be monitored, as well as a forwarding inbox. You can either use an existing mailbox or create a new mailbox for this purpose. A knowledge articles on Required Configuration Changes provides detailed instructions on setting up the forwarding inbox.

If you maintain your own email server or use a third-party server, you may need to work with your IT team to configure the appropriate mailboxes. If you use Applied Hosted Exchange, you may want to review the information in the Mailboxes section of the Microsoft Exchange hosted by Applied Help File.

To configure the mailbox through Applied Hosted Exchange, do one of the following:

• Create a new mailbox with Full Access

  Once you create a mailbox and grant it Full Access permission to all of the generic email addresses you want monitored, you must return to Configure > Attachment > Monitor Emails in Applied Epic and add each email address.

  1. Log in to Applied Hosted Exchange through the Admin Panel.
  2. Click the Mailboxes tab on the Hosted Exchange Home screen.
  3. Click the Add button .
  4. Select the User radio button.
  5. Enter the Display Name that will display in the list of mailboxes.
  6. Enter the local-portion of the Email Address (i.e. the text before the @ symbol).
  7. Enter a unique Password.
  8. Select Account enabled.
  9. Click Save to create the new mailbox.
  10. If you are not automatically redirected to the list of mailboxes, click the Mailboxes tab.
  11. In the list, hover over a mailbox you want to be monitored and click Edit Mailbox .
  12. Click Permissions (depending on your screen resolution, you may need to scroll).
  13. In the Full Access area, click the Add button.

  

  14. Select the mailbox you created in a previous step and click Add.
  15. Review the mailbox listed below Full Access and click Save.
  16. Repeat steps 11-15 for each mailbox you want to be monitored.
• Configure Full Access for an existing mailbox

  Once you configure a mailbox with Full Access to all of your organization’s generic email addresses, you must return to Configure > Attachment > Monitor Emails in Applied Epic and add each email address.

  1. Log in to Applied Hosted Exchange through the Admin Panel.
  2. Click the Mailboxes tab on the Hosted Exchange Home screen.
  3. In the list, hover over a mailbox you want to be monitored and click Edit Mailbox .
  4. Locate and click Permissions.
  5. Locate the Full Access area and click Add.

   

  6. Select the mailbox you will use to enter the credentials in Applied Epic and click Add.
  7. Review the mailbox listed below Full Access and click Save.
  8. Repeat steps 3-7 for each mailbox you want to be monitored.

Configure Email Addresses to be Monitored

Once you have followed the steps above to create or obtain an email address and password for the mailbox with Full Access permissions to all of the mailboxes you will be monitoring, you must enter these credentials in the Email Monitoring Configuration area of Applied Epic to connect the system to your Exchange Server before you can you add or edit individual email addresses for monitoring. Follow these steps to access this area and set up monitoring for each mailbox.

1. From Home, do one of the following:

• Click Configure on the navigation panel.

• Click Areas > Configure on the menubar.

• Click the down arrow next to Home on the options bar and select Configure.

From any other area of the program, do one of the following:

• Click the down arrow to the right of the Home options bar button and select Configure.

• Click Home > Configure on the menubar.

2. Click Attachment on the navigation panel or Areas > Attachment on the menubar.

3. Click Monitor Emails in the navigation panel.

You can do the following from here:

• Add an email address to monitor and configure automatic routing

  You must enter each generic email address you want Epic to monitor individually (e.g., sales@yourbrokerage.com; claims@yourbrokerage.com). Assign either a work group or a specific employee to monitor email sent to each address. Make sure you have created the necessary work groups before assigning any email addresses to them. Each email address can be assigned to only one work group or employee. The Automatically route email checkbox enables you to attach email to the appropriate account or policy if it meets specific matching conditions.

  To add an email address for monitoring, do the following:

  1. Click the Add button , or press [Ctrl] + [Insert] with focus on the list.
  2. Enter the complete Email Address.

  3. The Forward to Address field populates automatically based on the email address you entered. To configure forwarding for the email address through your email provider, you must enter the email address in exactly this format. To ensure accuracy, highlight the Forward To address and press [Ctrl] + C to copy it, then paste it into your email provider’s mailbox settings.

  4. Do one of the following:
  • To make emails sent to this address accessible to all members of a work group, select the Work Group radio button and select the group from the dropdown menu.
  • If a specific individual is responsible for processing emails sent to this address, select the Employee radio button and select the employee from the dropdown menu.
  5. Select the Automatically route email checkbox if you want incoming emails to be attached to the appropriate policy or account and routed to the selected Work group or Employee automatically when they meet specific matching conditions.

     The system reads the sender’s email address on each message received and searches all existing accounts for the same email address associated at the account or contact level:

     • If no match is found, the email is delivered to the Unrouted Emails area, where the Work group or employee associated to the monitored email address that received it can attach the email manually.
     • If a 100% match for the sender’s email address is found on a single account or contact, the system then reads the subject line and attempts to match any policy number it contains with a policy on the matched account:
     • If only a 100% match of the sender’s email address is found on a single account or contact, the system attaches the message at the account level only.
     • If a 100% match of the sender’s email address is found on a single account or contact and a 100% match of the policy number in the subject line is found on a single policy, the system attaches the message to the account and the policy.

  If you select this option, the @REA (Email Routed Automatically) background system event defaults in the Activity Code dropdown to ensure that automatically routed emails remain trackable in your system. If necessary, you can configure this system event to add additional activity codes or turn off this background event.

  6. To determine how the system handles email messages after they populate in the Unrouted Emails area, you must configure your forwarding inbox on your Exchange Server. Applied recommends creating a rule to delete messages from the server or mark them as read once they have been forwarded to Epic. If you create a rule to delete them, the only record of them after forwarding is in Epic. If you create a rule to mark them as read, someone must manage the mailbox on the server and delete, move, or archive messages manually to ensure that the mailbox does not exceed its storage limits.
  7. Click Finish to save the email address or Cancel to discard your changes.

• Edit the routing for a monitored email address

  You can easily update monitoring options for a mailbox, such as the work group or employee responsible for monitoring it in the Unrouted Email area. However, you cannot change the email address itself. If you need to change an email address configured for monitoring, you must delete it from the list and add a new one.

  1. Select the email address in the list.
  2. Click the Edit button .
  3. In the Details section, do one of the following:

  • To make emails sent to this address accessible to all members of a work group, select the Work Group radio button and select the group from the dropdown menu.
  • If a specific individual is responsible for processing emails sent to this address, select the Employee radio button and select the employee from the dropdown menu.

  4. Select the Automatically route email checkbox if you want incoming emails to be attached to the appropriate policy or account and routed to the selected Work group or Employee automatically when they meet specific matching conditions.

     The system reads the sender’s email address on each message received and searches all existing accounts for the same email address associated at the account or contact level:

     • If no match is found, the email is delivered to the Unrouted Emails area, where the Work group or employee associated to the monitored email address that received it can attach the email manually.
     • If a 100% match for the sender’s email address is found on a single account or contact, the system then reads the subject line and attempts to match any policy number it contains with a policy on the matched account:
     • If only a 100% match of the sender’s email address is found on a single account or contact, the system attaches the message at the account level only.
     • If a 100% match of the sender’s email address is found on a single account or contact and a 100% match of the policy number in the subject line is found on a single policy, the system attaches the message to the account and the policy.

  If you select this option, the @REA (Email Routed Automatically) background system event defaults in the Activity Code dropdown to ensure that automatically routed emails remain trackable in your system. If necessary, you can configure this system event to add additional activity codes or turn off this background event.

  5. To determine how the system handles email messages after they populate in the Unrouted Emails area, you must configure your forwarding inbox on your Exchange Server. Applied recommends creating a rule to delete messages from the server or mark them as read once they have been forwarded to Epic. If you create a rule to delete them, the only record of them after forwarding is in Epic. If you create a rule to mark them as read, someone must manage the mailbox on the server and delete, move, or archive messages manually to ensure that the mailbox does not exceed its storage limits.

  6. Click Finish to save your changes or Cancel to discard them.

• Delete a monitored email address

  You can remove an email address from the list to stop Applied Epic from monitoring incoming email sent to that address. If you delete an address from Epic that is otherwise still active, make sure you also update its mailbox settings through your email provider to ensure that email sent to it is routed appropriately.

  1. Select the email address in the list.
  2. Do one of the following:

  • Click the Delete button to the left of the list.
  • Click File > Delete on the menubar.
  • Press [Delete] on your keyboard.

  3. You are prompted to confirm the deletion. Click Yes to delete the email address or No to retain it.

• Print the list of monitored email addresses

  These printing instructions are only applicable if Applied Epic is installed locally on your computer. If you access Epic through a web browser, you cannot print directly from within the system. See Printing for more information about the printing capabilities available from Epic Browser.

  1. To print the list of generic email addresses, do one of the following:

  • Click the Print button to the left of the list.
  • Click Print > Listview on the options bar.
  • Click File > Print > Listview on the menubar.

  2. Print this list as you would any other document.