Getting Started with Email

This guide will help you get started with using email functionality in Caseblocks.

Accessing Email Features

Email functionality in Caseblocks is primarily accessed through:

1. Commsroom - Located in the left-hand menu under “My Workspace” if your administrator has enabled it. This is where you’ll find your inbox and manage incoming emails.

2. Case Conversations - When viewing a case, you can access the Conversations tab to see all emails related to that case.

Understanding Email Accounts

Before you can use email features, your administrator must configure email accounts. These accounts determine:

• Which email addresses receive messages in Caseblocks
• How emails are sent and received

Email Account Configuration Options

Receiving Email:

• Office 365 - Connect to Microsoft Office 365 to receive emails
• IMAP - Connect using IMAP protocol for other email providers

Sending Email:

• Office 365 - Connect to Microsoft Office 365 to send emails
• SMTP - Connect using SMTP protocol for other email providers

Your administrator can configure different methods for receiving and sending, allowing flexibility in how emails are handled. For example, you might receive emails via Office 365 but send them via SMTP, or use the same method for both.

Your First Steps

Viewing Your Inbox

1. Navigate to Commsroom from the left-hand menu
2. You’ll see a list of email accounts configured for your organization
3. Click on an email account to view its inbox
4. The inbox displays all emails received for that account

Reading an Email

1. Click on any email in the inbox to expand and read it
2. You’ll see the sender, subject, date, and full message content
3. Any attachments will be displayed below the message
4. If the email is linked to a case, you’ll see a folder icon that allows you to navigate directly to that case

Understanding Email Status

Emails in your inbox may show different status indicators:

• Unread - New emails that haven’t been opened yet
• Read - Emails you’ve already viewed
• Archived - Emails that have been moved to archive (these won’t appear in your main inbox)
• Attached to Case - Emails that are linked to a specific case

Basic Email Actions

Marking Emails as Read/Unread

• Click the eye icon on an email to toggle between read and unread status
• This helps you track which emails still need your attention

Searching Emails

1. Click the Search button in the inbox
2. Enter your search terms in the search field
3. Press Enter or click the search icon to execute the search
4. You can save searches for quick access later

Refreshing Your Inbox

• Click the refresh icon in the inbox header to check for new emails
• The inbox will update with any new messages received since your last refresh

Next Steps

Once you’re comfortable with the basics:

• Learn about Response Templates to create reusable email templates
• Understand Case Conversations to link emails to cases
• Explore the Inbox features including assigning emails to cases and archiving

Tips for Getting Started

• Organize as you go - Assign emails to cases as you read them to keep your inbox organized
• Use search - Saved searches can help you quickly find emails related to specific topics or cases
• Archive completed emails - Keep your inbox clean by archiving emails you’ve finished processing
• Check case conversations - When working on a case, check the Conversations tab to see all related emails in one place