Plan: Available: All plans
Users: Available: All users
Practice Management Source: Available: All sources
Issue
Emails are not appearing in my In Tray.
Causes
When FYI files an email, an entry is added to the Activity section of the Email drawer. Click on the Activity section to view the details. Refer to Understanding AutoFile Activity on an Email. For example, the email may have been filed already by another user.
Refer to the causes below for more details.
The email was also sent to another team member who has already filed it.
Solution
Locate the email in a documents list and check the Activity section. This displays the name of the user who filed it. Refer to Viewing Activity on a Document.
One of the Email AutoFile Settings for your practice may be incorrectly set.
Solution
An FYI Admin needs to check your Practice Settings for Email AutoFile to ensure they are set up correctly. Refer to Managing Email AutoFile Filing Defaults.
If you always want emails to go to your In Tray, you can override the practice settings in your own profile. Refer to Setting Defaults and Filing Defaults for your Own Login - My Settings and set this to In Tray Review.
Your individual profile settings are not set for "In Tray Review".
Solution
Check that the Autofile mode in your Individual Profile Settings is set to "In Tray Review". If your practice's Practice Settings are set to AutoFile, your individual settings will override the Practice Settings. Refer to Setting Defaults and Filing Defaults for your own Login - My Settings.
If the domain of the sender or recipient of the email is in the Exclusions list, the emails will be excluded.
Solution
An FYI Admin needs to check your Practice Settings for the Email AutoFile Settings and review the Exclusions tab.
If any domains have been accidentally added to the Email AutoFile Exclusion list, or have been added incorrectly, remove these. Refer to Setting up your Email AutoFile Exclusion List.
The email is in a chain of emails in a conversation thread.
Solution
Check if there is another email that relates to the email you are looking for and the emails are in a thread. Refer to Managing Email Threads.
To improve performance and reduce the load time, the In Tray is set to only display the first 500 emails and documents. If the total number exceeds 500, filing emails and documents will display additional entries.
You can view all entries from a Documents list using the Draft Filed view and displaying documents where you are the Owner. Refer to Viewing In Tray Contents from the Draft Filed View in a Documents List in Managing your In Tray.
Note: If another user has shared their In Tray with you, your In Tray will include the unfiled emails and documents where that user is the Owner. However, the Draft Filed view in the Documents list will currently only display these emails or documents if you are an FYI Admin user.
The client does not have "Include in Autofile" enabled in their Client Settings tab, but contact does have "Include in Autofile" enabled.
Solution
Check the Client Settings tab and enable "Include in AutoFile" to allow automatic filing of emails. Refer to Client Settings.
If a Contact has "Include in AutoFile" enabled, but the client does not, emails will not be filed or displayed in your In Tray as they have a filing status of "Not Filed".
Note: If you change the Client nominated as Include in AutoFile, this will be used only for new emails that are received from the client.