If emails are not appearing in your In Tray, check your practice's AutoFile settings and your individual settings.
Check the following:
Check your Practice Settings for Email AutoFile are set up correctly. This needs to be done by an FYI administrator. Refer to Email AutoFile Settings and Exclusions.
Ensure that In Tray Review is enabled and displays the setting as "On".
Individual Profile Settings
Check the Autofile mode in your Individual Profile Settings.
If you are not sure what your practice default is for the Autofiled mode label, select In Tray Review from the drop-down selection. Your Individual settings will override your practice settings. Refer to Individual Settings.
Check the Exclusions in Email AutoFile
If both of the above are set up correctly, go back to your Practice Settings Email AutoFile and check the Exclusions tab. Refer to Email AutoFile Settings and Exclusions.
Check if any domains have been accidentally added to the Exclusion list. If any are added incorrectly, please remove these.
Once any settings have been updated, test by sending an email to a test client or have your test client email you.
When there is a chain of emails in a conversation thread, and when Hide Threads is enabled in a list, this hides the underlying conversation thread of emails so you only see the most recent. Hide Threads is enabled as the default in your In Tray. To disable this, refer to Managing Email Threads.