Unrouted Emails

In this area, you can manage messages received in the inbox of a shared or generic email address (for example, claims@youragency.com or sales@youragency.com). You do not need to maintain external mailboxes and then move information into Applied Epic because you have the ability to do everything without leaving the system. While you can read, reply, or forward these messages, more importantly, you can quickly attach each message to the appropriate account/policy.

If configured to do so, the system routes incoming messages automatically to a specified employee or work group and can attach them to a specific account or policy automatically if they meet specific matching conditions.

If automatic routing is not configured, or the sender’s email address or a policy number in the subject line does not match an address on a single account or a specific policy on that account exactly, the system provides a list of potential Matching Accounts/Policies for each message based on the sender’s email address and any policy number in the subject line. The strength of each match is rated High, Medium, or Low. Attaching the email to an account or policy is as simple as clicking on one of these results, although you also have the option to attach to a different account or item if necessary. Once you attached an email, it no longer displays in the Unrouted Emails area.

  1. From Home, do one of the following:

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

  1. Click Document Management on the navigation panel.
  2. Click Unrouted Emails on the navigation panel.
  3. Optionally select a radio button to filter the Unrouted Emails that display:
  1. Click the Locate button to populate the Incoming Email list.
  2. Click on an email in the Incoming Email list.

The Preview Pane displays some of the message content, although it omits items such as images. Double click the email to open it and view its complete contents, or perform other email-related functions (for example, replying or forwarding).

  1. Review the Matching Account/Policies results listed for the selected message to identify likely account and policy matches in the system. You can change the columns that display in the Matching Account/Policies list, but remember that hiding the Acct Match or Policy Match columns will hide the match strength indicators and is not recommended.

The system performs several checks to suggest possible matches for the message and determine the strength of those matches.

First, it reads the sender’s email address and displays any accounts and policies associated with that address. If a match exists for the sender’s email address, the system searches the subject line for a policy number and lists any policies whose policy numbers contain at least one matching character.

If the system finds at least one possible match for the email address or policy number, the Acct Match and Policy Match columns display one of the following match strength indicators:

  1. You can either attach the email to an account or policy in the Matching Accounts/Policies list or to a different item:

Complete the Attach To screen to add an attachment as you normally would.

Delete an Email

At times, you may receive spam or other unwanted emails at a generic email address. When appropriate, you can delete these emails permanently. Proceed with caution, however, as there is no way to undo this deletion.

  1. Click the email you want to delete in the Incoming Email list and do one of the following:
  1. You are prompted to confirm the deletion.