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.
From any other area of the program, do one of the following:
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).
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:
High: The sender’s email address or policy number matches only one account or policy, respectively. If the list contains only one item in bold green text, it means that it is a High match at both the account and policy levels.
Medium: The sender’s email address occurs on two accounts, or the policy number in the subject line matches two policies.
Low: The sender’s email address occurs on more than two accounts, or the policy number in the subject line matches more than two policies.
Complete the Attach To screen to add an attachment as you normally would.
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.