This article covers why emails are not filing correctly or as expected in FYI, or they are not being auto-filed (and are appearing in your In Tray), or there are emails in your In Tray that you do not recognise as your emails.
Causes
This could be caused by one of the following. See below for the solution for each of these.
- An internal user is set up as a Client or Contact
- The user is forwarding an email to different recipients
- Email is in a chain of emails in a Thread
- Autofile is not set up correctly
- Exclusions are incorrectly set in Email Autofile - Exclusions
- Email is from or to an internal user
- Email is External and not from a Client
- Email is filed but with incorrect filing details
- Email was sent as a reply to an existing email but to a new recipient
- For DocuSign documents, connection is not set up correctly
- Forwarded emails
- Nominated Client to Include in AutoFile has been changed
Refer also to Why do emails not appear in my In Tray?
The following will give you more information on the documents:
- Expand the Activity section in the drawer for the document to see additional information. This shows additional information and, if relevant, the name of the user who filed it. Refer to Viewing Activity on a Document
- Add the Source column to the list (such as your In Tray or a documents list). This shows where the documents came from (for example, "My Imports", "DocuSign", "Attachments AutoFile", "Client Upload"). Refer to Adding/Removing/Moving Columns in the Documents Lists.
An internal user is set up as a Xero Practice Manager Client or Contact
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 checkmarked.
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 trialing or when testing within 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?.
Return to 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.
Solution
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.
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Email is in a chain of emails in a Thread
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.
Return to Causes
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.
Solution
An FYI Admin can set up the AutoFile for your practice. Refer to Email AutoFile Settings, Exclusions and Practice Filing Defaults.
Check how you have set up your own settings for AutoFile. Refer to Setting Defaults and Filing 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.
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Exclusions are incorrectly set in Email Autofile Exclusions
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 Email AutoFile Settings, Exclusions and Practice Filing Defaults.
Return to Causes
Email is from or to an internal user
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 Email AutoFile Settings, Exclusions and Practice Filing Defaults.
Return to Causes
Email is External and not from a Client
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 or 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.
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Email is filed but with incorrect filing details
Emails are filed using the Filing Defaults settings for the client. If Filing Defaults are not set up at a client level, FYI checks to see if the user who is filing the email has their own personal Filing Defaults, and if there are not set a check is made if there are Practice Filing Defaults. Other auto-filing defaults can be set up to reflect the preferences of individual users.
Solution
Check the Filing Defaults for the client (refer to Setting Filing Defaults for a Client) and check the user's Filing Defaults. Refer to Setting Defaults and Filing Defaults for your own Login - My Settings. The Filing Defaults for a user can also be set by an FYI Admin. Refer to Setting Defaults for a User in Managing Users. Refer also to Email AutoFile Settings, Exclusions and Practice Filing Defaults.
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Email was sent as a reply to an existing email but to a new recipient
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.
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For DocuSign documents, connection is not set up correctly
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).
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Forwarded emails
An email has been forwarded and you have been included as a CC. This could result in you receiving the email.
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Nominated Client to Include in AutoFile has been changed
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 newly nominated client has different filing defaults and when a new email is received from the client, the filing defaults for the newly nominated Client are applied. Refer to Nominating the Client to Include in AutoFile and Setting Filing Defaults for a Client.
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Email sent from FYI is not appearing in FYI
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.
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