Web:Organization Email

General Information

The Organization Email system allows your organization to use one or more email addresses that can be used to send and receive emails from applicants/clients. The use of this system can protect individual staff member's email addresses while still allowing for email communication between the organization and applicant/client.

With each email address, security may be applied to allow particular staff the use of that email address. Organizations may use separate email addresses for various groups within the organization, such as intake, particular units, offices, etc. As a result, a staff person can only use the email address(es) for which they are approved.

Incoming email may be copied to a case, including case notes, forwarded (by Internal Message or Email) to staff, or responded to. Once an organization's policies are followed relating to incoming email, the email may be marked as completed. Spam or junk email may deleted.

Sending Email

From within a client record, open the context menu and select "Send Organization Email".

In the "Send Using Organization Email" page:

1) Choose a sending address - use the dropdown to see the emails for which you are approved. Choose one to use to send this email.

2) Send To - the client's email address is already in the box. You may also use the "Select Staff" and "Select Clients" buttons to add email addresses. You can also manually type in email addresses.

3) Subject - The default is a subject of "Your case number: " together with the case number of the case.

4) Body - add your desired text to the body of the message. You may use the formatting controls to change almost all aspects of the font.

5) Document Tracking Attachments/Local File Attachments - use the buttons to choose a document from document tracking or from a local file on your computer.

6) Save to Case Notes - check this box to include a copy of the email directly within the case's notes. Be aware that the email will automatically be added to the case's emails and shown as a part of the case notes when viewed from within the case.

7) Send email - click this button when ready to send the email.

Receiving Email

Incoming emails are read from your organization's email server and are moved from the email's inbox into and stored within Prime. This is done within the Organization Email System page. Access this page from the menu system. Go to Search --> Other --> Org Email.

Move Email from Server to Prime

To move email from your email server to Prime, follow these steps:

1) Choose an email Address - use the dropdown to choose an email address for which you have security rights. 2) Click the "Move Email from Server to Prime" button. 3) When complete, a message of "Email Moved" should appear at the top of the form.

Email for the email address chosen should appear in a grid below. Email items that have been moved previously and read will appear in standard type. New email items that have not been read will be shown in bold.

Read Email

To read a particular email, click the "Select" button next to the email. The email will appear below the grid for viewing.

If there are files attached to the document, they will be shown below the body of the email. Some emails that have logos and other images in them should show those items as files that are attached to the email:

Copy To Case's Email

To copy an email to emails associated with a case, search for the case in the box. You can type the case number, the last name of the client, or the last name followed by a comma and the first name. As you type, the list of possible cases will be shown. Choose one of the items from the list to select it. Once a case is chosen and its case number and the name of the client are shown in the box, click the "Copy" button. If successful, a note should appear next to "Actions" indicating it was copied.

File:Screen Recording 2021-10-26 at 5.36.51 PM.mov

Copy To Case's Case Notes

To copy an email to case notes associated with a case, search for the case in the box. You can type the case number, the last name of the client, or the last name followed by a comma and the first name. As you type, the list of possible cases will be shown. Choose one of the items from the list to select it. Once a case is chosen and its case number and the name of the client are shown in the box, click the "Copy" button. If successful, a note should appear next to "Actions" indicating it was copied.

Forward Email

You can choose either to forward the email by Internal Message or by email. Check the checkmark next to either (or both) options to do that. This will include a copy of the email in the Internal Message or Email. The email will be sent from the email address chosen at the top of the form.

If sending an Internal Message, type the staff number or name of the staff person to whom you wish to send the Internal Message. Choose the person from the list displayed.

If sending an Email, type the staff number or name of the staff person to whom you wish to send the Email. Choose the person from the list displayed.

If you wish to include a message together with the original email, type it in the Message box.

If you would also like to include the Internal Message or Email (or both) within a case, choose a case using the "Associate with" box. Again, type in the case number or name of the client to do that.

Then click the "Forward Message" button to send the Internal Message or Email (or both).

Respond To Email

If you wish to respond to the incoming email, type the message in the "Respond to Email" box. Choose the case to associate the response. This is required to track this sent email. Press the "Send Response" button to send the response.

Mark as Complete

Once you have finished with an email, you can mark it as completed. Include a note in the "Completed" box as that note will be kept with the email. Click the "Mark Complete" and the email will no longer show up in the list.

Delete

An email may be deleted. Note the reason for the deletion and press the "Delete Email" button. This will remove the email from the list of emails.

Setup And Administration

Administrators have two options available to them from the Administration menu (Organization Email section):

Organization Email Setup

Use the green form to enter a new organization email. Some email systems may require an application password for use.

You should enter all the values related to incoming and outgoing settings.

If you want emails sent to have a standard email header and footer, you can enter those in the appropriate boxes. Use the formatting items to change the look of those.

Check the "Enabled" if you want the email to be usable. Check "Everyone Approved" if you want all staff to be able to use this entry.

You can have multiple entries--multiple email addresses. Each can have different settings.

To edit an existing email, find it below the green form and press the "Edit" button at the end of it to open it for editing. Make your changes and then click the "Update" button to save your changes. To select staff who may use the email, choose them from the dropdown under the "Approved Staff" section.

To test the setup of an email, type an email address in the box and click the "Test Email Setup" button.

Organization Email Admin Access

This form operates much like the standard Organization Email form that staff would use, with the exception that it will also show Completed and Deleted emails. This allows an administrator to see emails which have been marked as completed or deleted.