Configuring Email Monitoring

From Admin > Channels > Emails, you can view and configure the shared email boxes that ShareDo monitors.

From this screen, you can see all of the monitored email addresses and their monitoring status.

For each email address, you can specify the following information:

How ShareDo connects to the email box.
The matching rules for assigning the email to a specific case or work item.
Who is responsible for the incoming email.
The SLA that is applied to the email when it is created.
Whether the attachments should be filed automatically.

Configuring an email box

You can configure the main settings for an email box by clicking on "Add New" or the cog icon.

These settings include:

Name	This is the friendly name that is used within the application when referring to this email box
Email Address	The email address that is being monitored. NOTE: ShareDo will require access to this
Linked Service	Select the configured linked service provider or create a new one using the + icon.
Use Auto Discovery	Check to use auto-discovery or leave unchecked and fill in the Exchange Web Services URL field.
Exchange Web Services URL	The default EWS is: https://outlook.office365.com/EWS/Exchange.asmx
Target Repository	This is the default document repository that unfilled email will be stored in. This should be configured by you system administrator.

Configuring Email Matching and Allocation for received emails

When an email is received, the work item matching rules are evaluated in order of precedence, with the aim of filing the email against the relevant case.

For a given monitored email address, you can first configure what work types the system will attempt to file the email against. For example, the screenshot above will attempt to match emails against either instructions or matters.

You can then specify one or more rules to control how matching is performed by clicking the + icon in the title bar or the pen icon under the Action label.

When specifying a rule, you can configure the following settings:

These settings include:

Rule Type	Choose from one of the following rule types Email Token - the work item will be matched based on the email token that has been added when an email is sent from ShareDo. We typically recommend that this rule is given priority. ShareDo Reference - this rule looks for the specified work item reference e.g. C.RTA.21.00349 within the email. Participant Reference - this rule looks for the Participants Reference within the subject of the email. For example it will look to match on the Counter Parties external reference for a Case or Matter. Specify if processing should stop if a match is found.
Name and Description	Enter a meaningful name and description for your matching rule.
Domains	This lets you to specify a matching rule that only applies to emails that have been received from specific domains. This setting is typically used with the Participant Reference rule to match emails from your clients using their references.
SLA in Days	While you can configure the default SLA for an email received into a monitored email box, this setting allows you to override the SLA for specific matching rules. This setting is often used in conjunction with the Domains setting to specify client-specific processing SLAs. The value specified here will become the email task's due date.

Configuring the allocation of received emails

When an email is received in a monitored mailbox, you have fine-grained control over who is responsible for its processing.

You can specify whether an email is:

Allocated to the recipient - if an email is sent to bob@acme.com, more often than not, you will want the allocation to remain so.
Allocated to a team or person matched using an allocation rule that you select from the list, for example, the Matter Owner or another role on the matched work item. You can also create a new rule using the pen/edit icon.

These settings are controlled through the allocate emails section of the configuration blade.

Allocate to Recipient	The email will be allocated to the "To" recipient in the case that - They are a user - There is only one 2 recipient who is a user
Allocation Rule	Lets you specify an allocation rule.

Configuring the SLA for the received email

The SLA section allows you to specify the default SLA offset. This is reflected in the due dates for the email tasks within ShareDo.

Configuring the filing rules for received email

This configuration section allows you to specify whether email attachments will be filed automatically against the matched work item, or whether the filing blade will be shown.

General Settings

Here, you can set the personal and team email options. You can also enable or disable the saving of a copy of emails sent and received into the document management system for archiving purposes.

If you allow emails to be sent from Personal Email addresses, as those addresses are not monitored, it is the sender's responsibility to ensure that replies are managed within the system.

When Team Emails are allowed, emails can be sent from monitored team email addresses.

Furthermore, you can configure how emails are saved to the DMS by clicking Configure.

Outbound Email

Email tokens can be turned on or off. However, turning them off requires manually assigning monitored replies.

You can turn Reserved Word Checking on or off and configure the list of words by clicking Configure.

Inbound Email

The Inbound Email section allows you to configure various email attachment options.

Attachments Config	This section allows you to set how to save inbound emails (HTML and/or text) and a file name template for them.
Attachment Filing Policy	Lets you specify whether you require all the attachments on an inbound email to be filed before closing off the item.
Attachments to Mark as No Filing Required	Here you can set up what kinds of attachments should not be filed. You can set the size below which the attachment should be marked as “no filing required”. You can then also add the file types whose sizes are to be checked. This is particularly useful for preventing the system from filing small images from emails, such as social media link icons or logos, while still filing other file types that are also small, like a .PDF that might only be 10KB in size. In the image above, the listed image types below 12KB are marked as “no filing required”. Adding file types and their maximum sizes here will automatically deselect matching attachments within the Outlook Add-in Filing Blade.
Blacklisted attachment types	Specify the file types which are blacklisted.
Inbound Email match document expectations	Enabling this allows ShareDo to automatically match inbound emails to document expectations where possible.