Reply to an Email Message

Replying to email messages is a routine but important task. Your organization may opt to use Microsoft Outlook or an Epic custom message window for email integration, or allow you to make an individual selection in Email Settings Configuration. The workflow for replying to a message varies, depending on which of these options you are using.

Regardless of the option you use, do one of the following to access your email:

• From the Home screen, click Email on the navigation panel or Areas > Email on the menubar.
• To access email from any other part of the program, click the down arrow next to Home on the options bar and select Email.

Note: If you are using Microsoft Outlook, Outlook opens to the last window you accessed. This window may open in focus or minimized in the taskbar.

Epic Email

1. From your Epic Email inbox, do one of the following:
• In the email list, click on the email to which you are replying and click Actions > Reply or Actions > Reply All on the menubar or options bar.
• Right click on the email and select Reply or Reply to All.
• Open the email to which you are replying and click the Reply or Reply to All button.

Note: Click the Reply all button to reply to everyone listed in the To and Cc fields. Click Reply to reply only to the sender.

2. The Attach button on the toolbar is selected by default, indicating that the email will be attached to an account or item in Epic. If you do not want to attach the email in the system, click on the Attach button to deselect it.

3. Add an attachment if desired.

4. Optionally set the importance of the email by clicking the High Importance or Low Importance button.

5. Type your message in the body of the email. If you want to change the font in the email body, do one of the following before typing:

• Click the Font button on the toolbar.

• Click Format > Font on the menubar.

6. When your email is complete, click Send . If you did not deselect the Attach button above, the Attach to window displays. Attach this email as you would any other item.

   1. Select the account Type in the dropdown menu.

   2. Enter the account Code.
      
      To look up the code, click the lookup button . Enter at least the first letter of the account code and then click Locate or press [Enter]. Select the account in the list and click Finish or press [Enter].

   3. In the Attach to dropdown menu, select the type of item to which you would like to attach the email.

   4. Click the lookup button .
      
      If you selected Account, the account code defaults in the field.
      
      If you selected one of the other options, click the lookup button  to the right of the field. Select the item in the window that displays and press [Enter] or click Finish.
      
      Note: Click the Select closed or Include history checkbox to include closed and/or historical items in the list.

   5. The email Subject defaults in the Description field, but you can change it if necessary.

   6. On the Details tab, choose a Folder in which to save the attachment so that it can be found easily later. For instructions on creating, editing, and deleting these folders, see Attachment Folder Configuration.

   7. Select Subfolders if applicable.

   8. The current system date defaults as the Received date. Change it if necessary.

   9. Choose a security Access level if applicable. Only employees with the selected access level will be able to access the attachment. See Attachment Access Level Configuration for instructions on adding, editing, and deleting these access levels.

   10. To add comments, click the Comments tab and enter text in the field.

   11. Click Finish or press [Enter] to add the attachment.
       
       Click Cancel or press [Esc] to exit the workflow without adding the attachment. You are prompted, "Do you wish to discard changes?" Click Yes.

    

Microsoft Outlook

Reply to the email message as you normally would through Microsoft Outlook. If the Applied Epic Outlook Add-in is installed, you can also access the following functionality:

• Epic Contacts

  Use this option to address email messages to contacts from accounts in the system. If you initiate the email workflow from Applied Epic, contacts from the last account you accessed default in the list, but you can look up other contacts if necessary.

  1. From the email message window, click Epic Contacts in the Microsoft Outlook ribbon. If Applied Epic is not already open, you are prompted you to log in. This login only gives you access to the Contact Address Book. You must launch Applied Epic separately to perform any other work in the system.
  2. The Contact Address Book window displays. Select the account Type from the dropdown menu.
  3. Enter the account Code or use the lookup button to open the Account Lookup window:
  1. Use the search bar to locate the desired account.

     

     Make a selection in the first dropdown menu:

     The choices in the second dropdown menu vary, depending on the option you selected in the first dropdown.

     • Begins with: Enter at least the first character of the account Code. Click Find.
     • Contains: Enter at least one character of the search criterion (e.g. part of the account name) in the field to the right. Click Find.

     To see the filter that is currently applied to the list, hover over the Search where text. Click the Clear Filter link label to reset the filter.

     You can apply multiple filters if necessary.

     1. To apply multiple filters to the list, do one of the following:
     • Click the Edit Filter button . 
     • Press [Ctrl] + E.
     2. The Edit Filter pop-up window displays.
        
        Note: You can also use the Edit Filter button, rather than the search bar, to apply a single filter to the list if you prefer.

     

     3. Select and/or enter your desired search criteria using the dropdown menus and fields, and then click the Add button. The Name, Compare Type, and Criteria for your filter display in the list. Click one of these column headings to sort the list by that column. To reverse the sort order, click the column heading again.
     4. To apply additional filters, enter additional search criteria and continue clicking Add. To remove a filter from the list, select it and click the Delete button.
     5. Click Finish when you have applied all of your desired filters.
        
        To exit the dialog without applying any filters, click Cancel.
  2. Click to highlight the Account in the list.
  3. Double-click the account, press Enter, or click Finish to select it and return to the Contact Address Book.
  4. Click on the contact in the list. To select multiple contacts, hold the [Ctrl] key while clicking.
  5. Click the To, Cc, or Bcc button to add the highlighted contact(s) to the corresponding field(s), or double click contacts to add them to the To field.

  You can also enter email addresses manually, but these addresses are not saved back to Applied Epic. Separate multiple email addresses with semicolons.

  6. If necessary, look up and add additional contacts (for example, from a different account) by repeating steps b through e.
  7. Click Finish to return to the email message window.

  To exit the dialog without adding any contacts, click Cancel.

• Insert Email Template

  Use this option to apply a preconfigured Email Template to your message. You can only select a preexisting template using this option, not create a new one. If the template you need does not exist, users with permission can create it in Email Template Configuration. If you begin a new email workflow from Applied Epic, the primary contact from the open account populates in the To: field, and this Account defaults in the Insert Email Template pop-up window.

  The Contact and Preview tabs display for all templates to allow you to select a contact and preview your message. Depending on the merge variables in your template, additional tabs may display, where you can select a Policy, Claim, or Transaction/Invoice to populate the variables. All policies and claims for the selected account populate on the Policy and Claim tabs, but you must use the search bar to populate the Transaction/Invoice tab before you can select a transaction or invoice.

  Once you have applied a template to your message, you can include additional recipients using the Epic Contacts option from the Applied frame of the Outlook ribbon. However, the merge variables in the template will only populate with information for the contact you selected in the Insert Email Template pop-up window.

  Please note that if you make any manual edits to the message after applying a template and then change your template selection, your manual edits are discarded.

  1. From the email message window, click Insert Email Template on the Microsoft Outlook ribbon. If Applied Epic is not already open, you are prompted to log in. This login only gives you access to the Insert Email Template window. You must launch Applied Epic separately to perform any other work in the system.
  2. The Insert Email Template window displays. Select the Template from the dropdown menu. The Branding profile and Signature default based on your template selection, but you can choose a different branding profile or signature if necessary.
  3. In the Account field, click the lookup button to open the Account Lookup pop-up window and use the search bar to locate an account.

     

     1. Make a selection in the first dropdown menu.
     2. The choices in the second dropdown menu vary, depending on the option you selected in the first dropdown.
     • Begins with: Enter at least the first character of the account Code. Click Find.
     • Contains: Enter at least one character of the search criterion (e.g. part of the account name) in the field to the right. Click Find.
     3. To see the filter that is currently applied to the list, hover over the Search where text. Click the Clear Filter link label on the right to reset the filter. You can apply multiple filters if necessary.
        1. To apply multiple filters to a list, do one of the following:
        • Click the Edit Filter button .
        • Press [Ctrl] + E.
        2. The Edit Filter pop-up window displays.
           Note: You can also use the Edit Filter button, rather than the search bar, to apply a single filter to the list if you prefer.
           
        3. Select and/or enter your desired search criteria using the dropdown menus and fields, and then click the Add button. The Name, Compare Type, and Criteria for your filter display in the list. Click one of these column headings to sort the list by that column. To reverse the sort order, click the column heading again.
        4. To apply additional filters, enter additional search criteria and continue clicking Add. To remove a filter from the list, select it and click the Delete button.
        5. Click Finish when you have applied all of your desired filters.
           To exit the dialog without applying any filters, click Cancel.
  4. Select an account from the list and click Finish to close the Account Lookup pop-up window.
  5. The tabs that display depend on the template selected. Select one item on each available tab to populate the merge variables in the template. The Transaction/Invoice tab does not prepopulate; you must use the search bar to locate a transaction or invoice. To sort any of the lists by a different column, click the column heading. To reverse sort, click the column heading again.
     Note: If you change your template selection, your selections on the tabs are applied to the merge variables in the new template.

     

     1. Make a selection in the first dropdown menu.
     2. The choices in the second dropdown menu vary, depending on the option you selected in the first dropdown.
     • Begins with: Enter at least the first character of the account Code. Click Find.
     • Contains: Enter at least one character of the search criterion (e.g. part of the account name) in the field to the right. Click Find.
     3. To see the filter that is currently applied to the list, hover over the Search where text. Click the Clear Filter link label on the right to reset the filter. You can apply multiple filters if necessary.
        1. To apply multiple filters to a list, do one of the following:
        • Click the Edit Filter button .
        • Press [Ctrl] + E.
        2. The Edit Filter pop-up window displays.
           Note: You can also use the Edit Filter button, rather than the search bar, to apply a single filter to the list if you prefer.
           
        3. Select and/or enter your desired search criteria using the dropdown menus and fields, and then click the Add button. The Name, Compare Type, and Criteria for your filter display in the list. Click one of these column headings to sort the list by that column. To reverse the sort order, click the column heading again.
        4. To apply additional filters, enter additional search criteria and continue clicking Add. To remove a filter from the list, select it and click the Delete button.
        5. Click Finish when you have applied all of your desired filters.
           To exit the dialog without applying any filters, click Cancel.
  6. Once you have made a selection on each tab, click the Preview tab to view the template with all merge variables populated. The preview is read-only, but you can edit the email message after applying the template if necessary.
  7. Click Finish to apply the template and your tab selections to the email message.
     To exit the dialog without adding a template, click Cancel.

• Insert Epic Attachments

  Use this option to locate and add attachments from an account in the system to your email message. If you initiate the email workflow from Applied Epic, attachments from the last account you accessed default in the list, but you can look up other attachments if necessary.

  1. From the email message window, click Insert Epic Attachments in the Microsoft Outlook ribbon. If Applied Epic is not already open, you are prompted to log in. This login only gives you access to the Insert Attachments window. You must launch Applied Epic separately to perform any other work in the system.
  2. The Insert Attachments window displays. Select the account Type from the dropdown menu.
  3. Enter the account Code or use the lookup button to open the Account Lookup window:
  • Use the search bar to locate the desired account.

    

    Make a selection in the first dropdown menu.

    The choices in the second dropdown menu vary, depending on the option you selected in the first dropdown.

    • Begins with: Enter at least the first character of the account Code. Click Find.
    • Contains: Enter at least one character of the search criterion (e.g. part of the account name) in the field to the right. Click Find.

    To see the filter that is currently applied to the list, hover over the Search where text. Click the Clear Filter link label on the right to reset the filter.

    You can apply multiple filters if necessary.

    1. To apply multiple filters to the list, do one of the following:
    • Click the Edit Filter button . 
    • Press [Ctrl] + E.
    2. The Edit Filter pop-up window displays.
       
       Note: You can also use the Edit Filter button, rather than the search bar, to apply a single filter to the list if you prefer.

    

    3. Select and/or enter your desired search criteria using the dropdown menus and fields, and then click the Add button. The Name, Compare Type, and Criteria for your filter display in the list. Click one of these column headings to sort the list by that column. To reverse the sort order, click the column heading again.
    4. To apply additional filters, enter additional search criteria and continue clicking Add. To remove a filter from the list, select it and click the Delete button.
    5. Click Finish when you have applied all of your desired filters.
       
       To exit the dialog without applying any filters, click Cancel.
  • Click to highlight the Account in the list.
  • Double click the account, press Enter, or click Finish to select it and return to the Insert Attachments window.
  4. Use the search bar to locate a specific attachment or filter the list. To sort the list by a different column, click the column heading.

     

     Make a selection in the first dropdown menu.

     The choices in the second dropdown menu vary, depending on the option you selected in the first dropdown.

     • Equals: Enter the search criterion (e.g. the full description or folder name) in the field to the right. Click Find.
     • Contains: Enter at least one character of the search criterion (e.g. part of the attachment name) in the field to the right. Click Find.
     • Within Range: Search between two calendar dates. Click the Calendar button to the right of each field to choose dates from the dropdown calendars. Click Find.

     To see the filter that is currently applied to the list, hover over the Search where text.

     Click the Clear Filter link label on the right to reset the filter.

     You can apply multiple filters if necessary.

     1. To apply multiple filters to the list, do one of the following:
     • Click the Edit Filter button . 
     • Press [Ctrl] + E.
     2. The Edit Filter pop-up window displays.
        
        Note: You can also use the Edit Filter button, rather than the search bar, to apply a single filter to the list if you prefer.

     

     3. Select and/or enter your desired search criteria using the dropdown menus and fields, and then click the Add button. The Name, Compare Type, and Criteria for your filter display in the list. Click one of these column headings to sort the list by that column. To reverse the sort order, click the column heading again.
     4. To apply additional filters, enter additional search criteria and continue clicking Add. To remove a filter from the list, select it and click the Delete button.
     5. Click Finish when you have applied all of your desired filters.
        
        To exit the dialog without applying any filters, click Cancel.
  5. Select the checkbox next to each attachment you want to add.
  6. Click Finish to return to the email message window.

  To exit the dialog without adding attachments, click Cancel.

• Attach to Epic

  You can attach messages from Microsoft Outlook to the corresponding Applied Epic account in either of the following ways:

  • Attach received email messages

    Quickly and easily attach one or more email messages to Applied Epic directly from your Outlook Inbox (or any other mail folder in Outlook) by selecting the Attach to Epic option on the Outlook ribbon. You can also attach the email you are reading the same way.

    1. In your Microsoft Outlook Inbox (or another mail folder), select one or more email messages. You can also follow these steps to attach an email message you are viewing in the Reading Pane.
    2. Click Attach to Epic in the Home ribbon. If Applied Epic is not already open, you are prompted to log in. This login only gives you access to the Attach To window. You must launch Epic separately to perform any other work in the system.
    3. In the Attach To window that displays, select the account Type from the dropdown menu.
    4. Enter the account Code or use the lookup button to open the Account Lookup window:
    1. Use the search bar to locate the desired account.

       

       Make a selection in the first dropdown menu.

       The choices in the second dropdown menu vary, depending on the option you selected in the first dropdown.

       • Begins with: Enter at least the first character of the account Code. Click Find.
       • Contains: Enter at least one character of the search criterion (e.g. part of the account name) in the field to the right. Click Find.

       To see the filter that is currently applied to the list, hover over the Search where text.

       Note: Click the Clear Filter link label on the right to reset the filter.

       You can apply multiple filters if necessary.

       1. To apply multiple filters to the list, do one of the following:
       • Click the Edit Filter button . 
       • Press [Ctrl] + E.
       2. The Edit Filter pop-up window displays.
          
          Note: You can also use the Edit Filter button, rather than the search bar, to apply a single filter to the list if you prefer.

       

       3. Select and/or enter your desired search criteria using the dropdown menus and fields, and then click the Add button. The Name, Compare Type, and Criteria for your filter display in the list. Click one of these column headings to sort the list by that column. To reverse the sort order, click the column heading again.
       4. To apply additional filters, enter additional search criteria and continue clicking Add. To remove a filter from the list, select it and click the Delete button.
       5. Click Finish when you have applied all of your desired filters.
          
          To exit the dialog without applying any filters, click Cancel.
    2. Click to highlight the Account in the list.
    3. Double click the account, press Enter, or click Finish to select it and return to the Attach To window.
    5. To delete the original email from your Outlook Inbox and move it to your Deleted Items folder, select the Delete original after attaching checkbox.
    6. In the Attach To dropdown menu, select the type of item to which you would like to attach the email. Click the lookup button.
    7. If you selected Account, the account code defaults in the field. If you selected a different option, click the lookup button to the right of the field. Select the item in the window that displays and press [Enter] or click Finish.

    Note: Click the Select closed or Include history checkbox to include closed and/or historical items in the list.

    8. The email Subject defaults in the Description field, but you can change it if necessary.

    9. On the Detail tab, choose a Folder in which to save the attachment to make it easy to find later. For instructions on creating, editing, and deleting these folders, see Attachment Folder Configuration.

    10. Select Subfolders if applicable.

    11. The current system date defaults as the Received date. Change it if necessary.

    12. Choose a security Access level if applicable. Only employees with the select access level will be able to access the attachment. See Attachment Access Level Configuration for instructions on adding, editing, and deleting these access levels.

    13. Select the Client accessible checkbox if you want to enable the client to view the attachment. Optionally select an Expire on date from the calendar to make the attachment accessible for only a limited time.

    14. To add comments, click the Comments tab and enter text in the field.

    15. Click Finish or press [Enter] to add the attachment.

    Click Cancel or press [Esc] to exit the workflow without adding the attachment.

  • Attach outgoing email messages

    Use this option to attach an email you are composing (whether a new message, a reply, or a forwarded message) to Applied Epic when you send it. If you initiated the email workflow from an Epic account, this option defaults selected and the email is attached to that account by default. However, you can select a different account if necessary. You must complete the entire workflow before the email can be sent and attached to the account you select.

    1. In the email message window, select the Attach to Epic checkbox in the Message ribbon. Compose the email and click Send. If Applied Epic is not already open, you are prompted to log in. This login only gives you access to the Attach To window. You must launch Epic separately to perform any other work in the system.
    2. In the Attach To window that displays, select the account Type from the dropdown menu.
    3. Enter the account Code or use the lookup button to open the Account Lookup window:
    1. Use the search bar to locate the desired account.

       

       Make a selection in the first dropdown menu.

       The choices in the second dropdown menu vary, depending on the option you selected in the first dropdown.

       • Begins with: Enter at least the first character of the account Code. Click Find.

       • Contains: Enter at least one character of the search criterion (e.g. part of the account name) in the field to the right. Click Find.

       To see the filter that is currently applied to the list, hover over the Search where text.

       Note: Click the Clear Filter link label on the right to reset the filter.

       You can apply multiple filters if necessary.

       1. To apply multiple filters to the list, do one of the following:
       • Click the Edit Filter button . 
       • Press [Ctrl] + E.
       2. The Edit Filter pop-up window displays.
          
          Note: You can also use the Edit Filter button, rather than the search bar, to apply a single filter to the list if you prefer.

       

       3. Select and/or enter your desired search criteria using the dropdown menus and fields, and then click the Add button. The Name, Compare Type, and Criteria for your filter display in the list. Click one of these column headings to sort the list by that column. To reverse the sort order, click the column heading again.
       4. To apply additional filters, enter additional search criteria and continue clicking Add. To remove a filter from the list, select it and click the Delete button.
       5. Click Finish when you have applied all of your desired filters.
          
          To exit the dialog without applying any filters, click Cancel.
    2. Click to highlight the Account in the list.
    3. Double click the account, press Enter, or click Finish to select it and return to the Attach To window.
    4. In the Attach To dropdown menu, select the type of item to which you would like to attach the email. Click the lookup button.
    5. If you selected Account, the account code defaults in the field. If you selected a different option, click the lookup button to the right of the field. Select the item in the window that displays and press [Enter] or click Finish.

    Note: Click the Select closed or Include history checkbox to include closed and/or historical items in the list.

    6. The email Subject defaults in the Description field, but you can change it if necessary.
    7. On the Details tab, choose a Folder in which to save the attachment to make it easy to find later. For instructions on creating, editing, and deleting these folders, see Attachment Folder Configuration.
    8. Select Subfolders if applicable.
    9. The current system date defaults as the Received date. Change it if necessary.
    10. Choose a security Access level if applicable. Only employees with the selected access level will be able to access the attachment. See Attachment Access Level Configuration for instructions on adding, editing, and deleting these access levels.
    11. Select the Client accessible checkbox if you want to enable the client to view the attachment. Optionally select an Expire on date from the calendar to make the attachment accessible for only a limited time.
    12. To add comments, click the Comments tab and enter text in the field.
    13. Click Finish or press [Enter] to add the attachment.

    Click Cancel or press [Esc] to exit the workflow without adding the attachment. You are prompted, "Do you wish to discard changes?" Click Yes.