Connecting a shared inbox

Most casework arrives by email. Connecting a shared inbox means it arrives as cases instead.

What happens once it is connected

A new message that does not match an existing case creates one, using the case type you nominate.
A reply to an existing thread lands on that case's timeline instead of creating a duplicate.
Correspondence sent from a case goes out from the shared address, so the person on the other end sees one consistent sender.

Connect it

Settings → Integrations → Email.
Choose your provider and sign in as an account with delegated access to the shared mailbox. Do not use a personal account — when that person leaves, every case's email stops working.
Nominate the case type new messages should create.
Choose whether to import existing messages. Default is no.
Send a test message from outside your organisation and confirm a case appears.

Threading

Replies are matched on the message threading headers first, then on a reference in the subject line. Threading headers are reliable; subject-line matching is not, because people edit subject lines.

What is not sent

Draft correspondence never leaves the platform until it is approved or sent, including drafts a digital worker has prepared. Nothing goes out from a case because it exists; something goes out because a person or an autonomous action sent it.