Practice email-in
Clients reply to emails by email. Email-in keeps those replies with the client they belong to, so the history is on the client's page and not in one person's inbox. This page explains how a received email ends up on a client, and what to do when it does not.
What Fyling does and does not do
Fyling files a received email against the client whose contact email matches an address on it, and keeps it as text on that client's page.
Fyling does not read the email to decide anything. Filing an email never changes a job, a filing, a setting or a client. It is a record, nothing more.
How an email reaches your practice
Your practice has a private inbound address that nobody outside your practice and your clients is told. When Fyling emails a client for you, a reply is copied to that address as well as going to the person you chose in Settings, Email sending. The address is not shown in the app today, so email-in covers replies to emails sent from Fyling.
How Fyling picks the client
The client is decided by address only, never by what the email says. Fyling looks at every address on the email, ignoring your own team and the inbound address itself. A client matches when one of those addresses is its main contact email, or the contact email of a company it owns.
- Exactly one client matches: the email is filed on that client.
- No client matches, or more than one: the email is kept as unfiled, for a person to place.
What you see
Filed emails appear on the client's page with the subject, sender and date. When a client writes in from their own address, the person looking after that client gets a notification. Emails that matched no one are under Tasks, Emails (Unfiled emails). Pick the right client for each, or dismiss it.
A client who has replied also stops being chased for that job. See Jobs, templates and chasing.
Limits to know
Only the text of an email is kept. If an email has only formatted content, the formatting is stripped and the words are stored. Attachment names and types are shown, but the attachment itself is not stored here. Because the match is by address, an email from an address you have not recorded for the client will be unfiled until you place it.
Fyling files an email by the address it came from and does not verify the sender. Treat a filed email as a note of what arrived, and confirm anything important with the client another way.