Emails are not filing correctly in FYI.
Causes and Solutions
The following are possible causes:
The user is forwarding an email to different recipients. 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.
Instead of forwarding an email, if you need to notify an internal user about it you can 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.
Autofile is not set up correctly. 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.
An FYI administrator can set up the AutoFile for your practice. Refer to the section Outlook Automations and Email AutoFile Settings and Exclusions.
Check how you have set up your own settings for AutoFile. Refer to Setting Defaults and AutoFile Defaults for your own Login - My Settings.
If the issue relates to specific clients, check how the filing defaults for the Cabinet and the Categories have been set for these clients. Refer to Setting Filing Defaults for a Client.
Exclusions are incorrectly set in Email Autofile settings.
An FYI administrator can check the exclusions in the AutoFile. Refer to Email AutoFile Settings and Exclusions.
An internal user is set up as a Xero Practice Manager client and the user has AutoFile Mode set as AutoFile. This is when the email address of the FYI user is the same as the email address for a client in Xero Practice Manager. This could be, for example, where the internal user also uses the practice for their tax returns.
Correct the email address of the client in Xero Practice Manager. This should be set up with the person's personal email, not their work email.
You can alternatively turn off the setting "Include in AutoFile" on the client record.
Refer also to the FAQ Why are there documents in my In Tray that I do not fully recognise?