Email Manager Guide

The Email Manager provides comprehensive tools to view, respond to, link emails to accounts, and manage inbound email communications.

Access Email Manager

1. Go to Utilities → Email Manager.

Email Message Inbox

The Email Message Inbox displays all inbound emails from consumers across accounts and includes several columns and a filter to control the displayed information:

1. Email Queue ID: System-generated ID

2. Status: Indicates the current state of the email (e.g., new, linked to an account, reviewed, replied to, opened, or successfully sent).

3. Agent User ID: Assigned when the email is retrieved; set by the primary agent on the account. Defaults to the email supervisor if not available.

Note

If the Debt ID column is not populated, you will need to link the account.

How is the Status Field Populated?

After the Pop Email Job completes, emails receive one of the following statuses:

1. NEW: Represents new emails linked to an account.

2. NEW_UNKNOWN (Default): Denotes new emails not yet linked to any account.

3. NEW_MULTIPLE_MATCHES: Indicates an email associated with multiple accounts (creating a new demographic email within the primary account and removing the email from other accounts, making it the primary email).

User actions define other statuses:

1. READ: Signifies emails that have been reviewed.

2. REPLIED: Marks emails that have received a response.

3. OPENED: Indicates emails that have been viewed but not yet responded to.

4. SENT: Represents emails that have been successfully sent from the system.

5. ARCHIVE: Indicates emails that have been archived for storage or reference.

6. SPAM: Denotes emails marked as spam and filtered accordingly.

Managing Inbound Email

To manage attachments, link emails, or take other actions, follow these steps:

1. Click on an email from the list.

2. A new page will appear with the following sections and actions:

Received Email Section

Displays the email subject and body, delivery date with options to mark as unread, read, archive, or spam.

Archive Email

Using the "archive" feature removes the email from the Email Manager list but archived emails can be accessed through Utilities → Email Search and from the email logs.

Email Attachment Section

This section displays email attachments with an “Apply Action” box, allowing you to choose actions such as downloading or storing the attachment in account documents. Once you select an attachment and choose an action, the action is immediately executed—no additional saving or applying is required:

• Download: Save the attachment to your device.

• Store in Account Documents: Save the attachment to the account's documents section.

• Store in Account Documents and Mark VA Visible: Save the attachment to the account's documents and mark it as visible to virtual assistant.

Note

If only one account is associated with the email, both "Store in Account Documents" and "Store in Account Documents and Mark VA Visible" options will be available. If the email is associated with multiple accounts, only the "Download" option will be available.

Reply Section

Use this section to respond to inbound emails.

1. Select Email Template from the dropdown menu.

2. Custom Content Section:

   1. To display Rainmaker responses (and other configured custom content) and attach documents, add the ${customContent} variable in the email profile.

   2. To attach documents only without Rainmaker responses or other custom content, add the ${accountDocuments} variable in the email profile.

   3. Refer to Accessing the Template Editor for details on using the ${customContent} and ${accountDocuments} variables in Email Profiles.

3. Email editor: Modifications from the selected email template can be made in this section.

   1. (Optional) Click the Refresh Rainmaker Reply button if Rainmaker is enabled to modify the Rainmaker response.

4. Click the reply button when ready.

Account Linking Section

This section enables you to link or unlink an email to a specific account. If the email is associated with multiple accounts, it should be linked to the primary account.

When you link an email to an account, it generates a new demographic email within the primary account and creates a debt note for that account.

Additionally, it automatically removes the email address from any other accounts, ensuring that this email is designated for use with the primary account.

Email Logs

Email Logs display all email communications associated with a specific account, providing a complete view of interactions with a particular consumer.

Accessing Email Logs

To access Email Logs within an account:

1. Go to the sidebar.

2. Click on "Email Log".

Messages that are part of an email thread will appear in the associated Email Log and can be viewed and responded to from the following locations:

• The "Email Log" sidebar

• The Email Demographic page

• The Email Manager Received Email

Note

If the consumer sends a new inbound email message, a new email thread will be created as a result.

Replying to an Inbound Email

To reply to a specific email, follow these steps:

1. Click on an email from the Email Logs section.

2. A new page will appear with the following sections and actions:

   1. Email Address: Defaults to user/agent email

   2. Send Email: Respond to the email from this field.

   3. Preview: Contains Subject and Email Preview

   4. Email Log: Displays the Email subject and body.

   5. Email Attachments: Displays attachments with Apply Action Box.

   6. Email Logs: Displays all email communications for an account.

      1. Provides details such as status, delivery date, etc.

Email Search

Email search allows you to locate emails.

1. Go to Utilities → Email Search.

2. Enter data, click search.

Email Search Tips

See Using Wildcards in Search for additional information.