This articles 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 Xero Practice Manager Client or Contact
- The user is forwarding an email to different recipients
- Autofile is not set up correctly
- Exclusions are incorrectly set in Email Autofile settings
- Email is from or to an internal user
- Email is from a Non-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
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 a List.
An internal user is set up as a Xero Practice Manager Client or Contact
If the Xero Practice Manager 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) this can cause the email to not be autofiled. This will be where the relevant client has Include in AutoFile checkmarked and this can cause emails to not be auto-filed or to file incorrectly.
Solution
Change the email address of the user in the Client record in Xero Practice Manager. Where the FYI user is also a client, the client email should be set as their personal email, not their work email.
Or
Turn off the setting Include in AutoFile on the respective client record (Refer to Setting Filing Defaults for a Client).
Where this is set as the Contact record in Xero Practice Manager, you need to remove the Contact in Xero Practice Manager.
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.
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 administrator can set up the AutoFile for your practice. Refer to 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.
Return to Causes.
Exclusions are incorrectly set in Email Autofile settings
Emails may be be being excluded if the exclusions are incorrectly set in your practice's Email Autofile Settings.
Solution
An FYI administrator can check the exclusions in the AutoFile. Refer to Email AutoFile Settings and Exclusions.
Return to Causes.
Email is from or to an internal user
If your practice's Email AutoFile is set with Exclude internal email set "On", internal emails will not be autofiled. Refer to Email AutoFile Settings and Exclusions.
Return to Causes.
Email is from a Non-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 Xero Practice Manager.
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 "Non-Client".
If the client is not yet been set up in Xero Practice Manager, 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.
Return to Causes
Email is filed but with incorrect filing details
Emails are filed using the default filing 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 defaults. Other auto-filing defaults can be set up to reflect the preferences of individual users.
Solution
Check the default filing settings for the client (refer to Setting Filing Defaults for a Client) and check the user's default filing settings. Refer to Setting Defaults and AutoFile Defaults for your own Login - My Settings. The user defaults can also be set for a user by an FYI administrator. Refer to Setting Defaults for a User in Users.
Return to Causes
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 default filing details.
Solution
Check the recipient of the email.
Return to Causes
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 administrator to check the connection to DocuSign and make sure it has been set up correctly (refer to Integration with DocuSign).
Return to Causes
Forwarded emails
An email has been forwarded and you have been included as a CC. This could result in you receiving the email.
Return to Causes
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