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Users: Available: All users
Practice Management Source: Available: All sources
Issue
Emails may not file correctly in FYI. For example, emails may not AutoFile and instead appear in your In Tray, or you may see emails in your In Tray that you do not recognise.
Causes
This issue can occur for several reasons related to email threading, AutoFile settings, or client configuration.
- Click on the Email to view the Email Drawer.
- Click the Activity section to expand the details.
- Review the Activity for details on filing updates made to the email. Refer to Understanding AutoFile Activity on an Email.
To resolve the issue, click on the relevant cause below.
For practices integrated with Xero Practice Manager, if the Client, or one of its Contacts, is set up as an internal user (and has their email address set up in the Client or Contact record) the email will not be autofiled, even where the relevant client has Include in AutoFile ticked.
This could be, for example, where the internal user also uses the practice for their tax returns, or is associated with the Client as a Contact. This could also have been set when using a trial or testing FYI.
Solution
Where the FYI user is also a client, change the email address of the user in the Client record in Xero Practice Manager. The client email should be set as their personal email, not their work email.
Where this is set as the Contact record in Xero Practice Manager, you need to remove the Contact in Xero Practice Manager and add it again with the personal email address.
Refer also to What happens if an internal FYI user is set up as a Client or as a Contact in Xero Practice Manager?
If you forward an email to an internal email address, this will break the thread. So if the person the email was forwarded to then replies to the client this will not thread the email and therefore it will not automatically file it under the thread.
Solution
Instead of forwarding an email, to notify an internal user send a comment or set up a task (refer to Adding Comments and Notifying Team Members and Adding a Task to an Email or Document). Note that Tasks and Comments can be added directly from Outlook using the FYI Drawer.
When an email is in a chain of emails in a conversation thread, any email that is part of a thread will pick up the filing details of the original email.
Solution
If you do not see the email, check if Hide Threads is enabled in a list. This hides the underlying conversation thread of emails so you only see the most recent. To disable this, refer to Managing Email Threads.
New emails can be intelligently auto-filed by FYI based on a combination of the conversation thread, template defaults and auto-file defaults and settings. Filing defaults can be set at the practice level, for clients and/or for individual users.
Solution
An FYI Admin can set up the AutoFile for your practice. Refer to:
Depending on your AutoFile settings, the Cabinet may have required fields that need to be populated before the email can be filed, for example, the "Year".
To check which fields are required you will need to review the Cabinet. Refer to Managing Cabinets.
To set Filing Defaults, including for required fields, refer to Managing Email AutoFile Filing Defaults.
Emails may be being excluded if the exclusions are incorrectly set in your practice's Email Autofile Settings. These are set in Email AutoFile - Exclusion tab.
Solution
An FYI Admin can check the exclusions in the Email AutoFile Settings. Refer to Managing Email AutoFile Settings and Practice Defaults.
If your practice's Email AutoFile Settings are set with Exclude Internal Emails set "On", internal emails will not be imported for auto-filing. Refer to Managing Email AutoFile Settings and Practice Defaults.
If the email is from someone who is not a client, it will not AutoFile. This includes new clients that have not yet been created in your practice management software and synced to FYI.
Solution
You can file the email to a client from Outlook by selecting the client in the FYI drawer. Or, if you have this set up, you can select a placeholder client with a name such as "Internal Client" or "External".
If the client is not yet been set up in your practice management software, you can file the email to the relevant client when it has been set up and has synced to FYI. Once the client is set up, any emails in the future will AutoFile.
Emails are filed following the AutoFile Filing Defaults order, for example, using the existing email thread details, followed by the client defaults. Refer to Managing Email AutoFile Filing Defaults.
Solution
Check the Filing Defaults at each level, and update them where required. Refer to Managing Email AutoFile Filing Defaults.
If the new recipient is not a client, this could mean that it does not AutoFile. If the new recipient is a different client, this could change the Filing Defaults.
Solution
Check the recipient of the email.
If a document is from DocuSign, the connection may not be set up correctly.
Solution
Ask an FYI Admin to check the connection to DocuSign and make sure it has been set up correctly (refer to Integration with DocuSign).
An email has been forwarded and you have been included as a CC. This could result in you receiving the email.
When more than one Clients have the same email address (such in a Client Groups) and the Client who is nominated as Include in AutoFile has been changed, the filing defaults from the newly nominated client will be used for any new emails.
Refer to Nominating the Client to Include in AutoFile and Setting Filing Defaults for a Client.
If an email that is sent from FYI is part of a thread, and the thread is deleted, the email will be deleted as part of the thread being deleted. In this instance the email will still show in your Sent items in Outlook.