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Emails can be forwarded when information from an existing conversation needs to be sent to another recipient, for example, forwarding client correspondence to an auditor or external adviser. Forwarding from FYI or Outlook allows you to share the communication while keeping the original email filed against the relevant Client and Job.
Important Note: Forwarding an email to an internal user will break the email thread. If that person replies to the client, their response will not be linked to the original conversation and will not be filed automatically. Tasks should be used to assign follow-up actions and Comments when team members simply need to be informed.
Forwarding an Email in FYI
When forwarding an email in FYI, the email can be created as a draft and then updated with templates, attachments and filing details, reviewed or approved if required and sent when ready.
When the email is sent, the Reply is threaded in FYI to the original client.
Note: If the forwarded email should be filed under a different client, a new email needs to be created. If an internal user should be notified, use Tasks to assign follow-up actions and Comments when team members simply need to be informed.
Forward the Email
- From any Documents list, select a filed email.
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From the Email Editor or Document Toolbar select Forward.
- The Create Email Drawer will display on the right-hand side.
- Select an Email Template, if required. When selected, the contents of the Template will display in the Email Body.
- Add Attachment to select an attachment. Otherwise, this can be updated from the Draft email Drawer.
Note: Attachments in an email chain are limited to a total combined file size of 3MB. Refer to File Limits.
- Click Change Filing to update any of the filing details before creating a draft email. Otherwise, this can be updated from the Email Drawer.
- Click Create. The next action will depend on which Save or Send option is selected from the Email Drawer.
Save or Send
There are three options for what happens when you click Create, controlled by what you select for Save or Send.
- Draft in FYI
- Draft in Outlook
- Send Immediately
Note: When an email is created from FYI, message size limitations apply. Once the email is sent, the applicable message size limitation is determined by the email provider, for example Outlook or Gmail.
By selecting Draft in FYI, you can create the email and save it as draft in FYI to send later, so it can be edited, reviewed, or sent by another user.
When an email is created using Draft in FYI this allows you to:
- Close the email and then Re-open and edit it with the Editor at a later time to make further changes.
- Send the email from a different user account to the one that created the email.
- Assign tasks for other users to review the email, before sending.
- Add Comments to notify other team members.
- Use Workflow for approval, if the email needs to be reviewed or edited by other users.
Note: Any Merge Fields included in the practice email signature or selected template are not applied immediately. These fields are populated once the final sender of the email has been determined, and is either Sent or Drafted in Outlook. As a result, Merge Fields are not visible while editing the email in FYI. To view how the Merge Fields will appear in the final email, use the Preview function in the Email Editor.
When you want to send the email, at the top of the Editor, click Send.
Draft in Outlook allows you to access additional Outlook functionality, such as the Importance flag or Read Receipts.
In FYI, once you select Draft in Outlook, the following actions take place:
- The Delivery field is set to "Sent"
- The Workflow Status is set to "Completed"
When you click Create, the following pop-up displays. The email is sent to your FYI - Drafts folder in Outlook, where you can open and edit the email in Outlook before sending it.
Important Note: Once the email has been created as a Draft in Outlook, you cannot send the draft back to FYI. All required changes need to be made and sent from Outlook.
To edit and send the email in Outlook, open the draft from the FYI - Drafts folder.
It is important to note the following once an email is sent to the FYI - Drafts folder:
- It will be removed from your FYI - Drafts folder, and changes will be synchronised back to FYI.
- Do not move, delete or rename the FYI - Drafts folder. It must be a top-level folder in Outlook.
- If the folder is deleted or renamed, FYI will automatically recreate it. Ensure you are checking the correct folder for any draft emails.
If you have issues with Draft in Outlook emails, check the Status tab in My Settings and confirm Outlook FYI Drafts shows as Found. If it does show as "Found", check whether the FYI - Drafts folder has been moved in Outlook, for example, into another folder as a subfolder.
Select Send Immediately to automatically send the email. This option is typically used when an email template has been selected and no further review of the email is required.
Once Create is clicked, the email cannot be reviewed and is sent immediately.
Edit the Forwarded Email
The Email Editor and Drawer will open. The email can then be edited and sent.
Note: When an email is created from FYI, message size limitations apply. For details on file restrictions managed in FYI, refer to File Limits. Once the email is sent, the applicable message size limitation is determined by the email provider (eg. Outlook or Gmail).
- From the Email Editor, update the body of the email.
Tip: You can use the Preview function from the Email Editor to see how all the Merge Fields will populate. Refer to Previewing the Draft in FYI Email in Creating an Email in FYI.
- Click the headings to expand sections in the Email drawer to make any changes.
- To send the email, click Send.
If the email is not ready to send, it can be left in Draft so it can be reviewed, edited or sent by another user.
To make further changes in Outlook before sending:
- Select the drop-down next to Draft in FYI, then select Draft in Outlook.
- The email will be marked as Sent in FYI, and any further changes will need to be made from Outlook. Refer to Editing a Draft Email in Outlook below.
Email Drawer Details
The fields that initially display in the Email drawer depend on whether Filing Defaults have been configured.
Filing Details
| Email Details | Action |
| Name |
Update the name of the Email if required. The Name of the email is displayed at the top of the Email drawer. This identifies the email internally, displaying in Document lists. |
| Client |
To change or update the Client, type at least three characters of the client name to display matching results, and select the required client. Tip: To change or add to the Recipients, click the Recipients link under the Client. Refer to Adding and Changing Recipients. |
| Cabinet | If Filing Defaults have been configured, the Cabinet and Categories may already be selected. These can be changed if required. |
| Job | If Jobs are enabled for the selected Cabinet, select a Job. |
| Categories | Additional filing fields may be displayed depending on the Cabinet selected, for example, Categories, Tags and Keywords. |
Other Sections of the Email Drawer
| Section | Details |
| Thread |
If the email is part of a thread, these emails display in the Thread section. Users can click on the thread to display the email. |
| Attachments |
If you want to add attachments to the email, in the Attachment section click the Add Document button. This displays the Document Search where you can search for and select documents. Refer to Adding Attachments to an Emails. |
| People |
Displays the email addresses of People included in the email. The To, CC and BCC emails are displayed and can be edited. The sender is not displayed, as the email may be sent by a user other than the creator. |
| Tasks | Displays both outstanding and completed tasks assigned to the Email. Users can complete outstanding tasks or add a new task from this section. |
| Time |
Displays any Time that has been recorded for the email. Users can add time that relates to the email by clicking Add Time. Note: This is available for practices on Pro or Elite plans. |
| Workflow |
Displays the Status, Approver and Owner of the Email that has been set using the Workflow function. Users can update the Workflow status to move the status back to Review or mark as Approved. For examples, refer to Using the Workflow for Approval. Note: This is available for practices on Pro or Elite plans. |
| Activity | Displays an audit trail of changes made to the Email, including how the Email was filed. |
| Recent Documents |
Displays a list of up to 10 of the most recent documents created for the Client. Tip: Select a document in the Recent Documents section to preview the document from the Preview Pane. Use the back button to return to the Email Drawer. |
Forwarding an Email in Outlook
Where possible, emails should be created and sent from FYI. This ensures the forwarded email is threaded to the original email, filed against the correct client and managed with the relevant filing, workflow and approval details.
When forwarding an email from your Sent folder in Outlook, the threading is controlled by Outlook. The forwarded email will be threaded to the original email in FYI. It will not be filed under the client that relates to the recipient selected for the forwarded email. Refer to Managing Email Threads.
Important Note: If the email needs to be threaded to the forwarded email recipient, a new email should be created in FYI, with the forwarding email attached to the new email.
If the forwarded email was created in FYI and saved as Draft in Outlook, it will be available from the FYI - Drafts folder in Outlook. Once an email has been created as a draft in Outlook, it cannot be sent back to FYI as a draft. Any further changes must be made and sent from Outlook.