Email Intake is a record type that enables organizations to automatically receive, manage, review, and route inbound emails submitted by external entities such as insurance companies, regulatory agencies, law enforcement agencies, business partners, and other organizations.
Each inbound email is automatically created as an Email Intake record, preserving the email subject, sender information, recipients, message body, attachments, timestamps, and other metadata. Depending on the configured IPA workflow, the email is either routed for supervisor approval or made available for processing.
When an IPA approval workflow is configured, incoming Email Intake records are created with a Pending Approval status. The configured approver receives the request in the Approvals module and can review the email before deciding whether to approve or reject it. Pending requests are also visible from the Case Management → Email Intake page.
Once approved, the Email Intake record can be linked to an existing Case or Subject, its status changes to Open, and the associated attachments become available from the linked records while remaining stored in OWLdocs. If the request is rejected, the Email Intake status is updated to Permanently Deleted, preventing it from being processed further.
The Email Intake page serves as a centralized location for viewing inbound email records. From this page, users can view the email details, including the subject, sender, message body, metadata, and attachments. Attachments can also be downloaded directly from the Email Intake record. The records displayed are controlled by the user's license type and security permissions.
The Approval feature is available based on user role and permissions.
Administrator – Can view all Email Intake records, including pending, approved, and rejected requests.
Team Administrator – Can view Email Intake records based on their assigned department and permissions.
User – Can view Email Intake records assigned to them.
This helps organizations to...
- Automatically capture inbound emails, including claim requests, policy requests, regulatory inquiries, and other external communications as structured Email Intake records.
- Route incoming requests to the appropriate department using configurable IPA workflows and domain-based routing.
- Enable supervisors to review, approve, reject, and assign email requests through a controlled approval process.
- Associate approved Email Intake records with existing Cases or Subjects for efficient investigation and case management.
- Securely store all email attachments in OWLdocs while making them accessible from the linked Email Intake, Case, and Subject records.
- Maintain a complete audit trail of approvals, ownership changes, assignments, and workflow actions to support compliance and accountability.
How it interacts with other OWL features
The Email Intake record type integrates with several OWL modules:
- IPA Workflows – Automates routing, approvals, and assignment.
- Approvals – Supervisors review, approve, or reject Email Intake records.
- Case Management – Approved Email Intake records can be linked to Cases.
- Subjects – Approved Email Intake records can be associated with Subject records.
- OWLdocs – Stores all email attachments and makes them accessible from linked records.
- Notifications – Sends approval and assignment notifications to appropriate users.
Accessing Email Intake
To access the Email Intake module, navigate to:
Case Management → Email Intake
The Email Intake page displays all Email Intake records that the logged-in user is authorized to view based on their role, license type, and assigned permissions. Each record represents an inbound email received by the system and provides key information to help users monitor its processing status and associated records.
The Email Intake grid includes the following information:
- Email Intake – Displays the Email Intake record name.
- Subject – Displays the subject line of the received email.
- Sender – Displays the email address of the sender.
- Source – Indicates the source or configured email channel through which the email was received.
- Received – Displays the date and time the email was received.
- Status – Displays the current processing status of the Email Intake record (for example, Pending Approval, Open, or Permanently Deleted).
- Review Status – Displays the current approval or review status of the Email Intake.
- Priority – Displays the priority assigned to the Email Intake, if applicable.
- Record Owner – Displays the current owner responsible for the Email Intake record.
- Case Number – Displays the linked Case Number, if the Email Intake has been associated with a Case.
- Subject Name – Displays the linked Subject Name, if the Email Intake has been associated with a Subject.
- Actions – Provides available actions for the record, such as View Record.
Users can select View Record from the Actions menu to open the Email Intake details, where they can review the email content, metadata, and attachments, and download any available attachments.
Email Intake Workflow
- An external sender sends an email to the configured Email Intake address.
- OWL creates an Email Intake record.
- Email metadata, message content, and attachments are captured.
- The Email Intake will go through the IPA workflow:
- The Email Intake status becomes Pending Approval.
- The configured approver receives a request in the Approvals module.
- The same record is visible in the Email Intake page.
- The approver reviews the request.
The approver can:
- Approve the Email Intake.
- Reject the Email Intake.
If approved:
- The Email Intake can be linked to a Case or Subject.
- The status changes to Open.
- Ownership is updated based on the linked Case or Subject.
- Attachments remain stored in OWLDocs and become accessible from the linked records.
If rejected:
- The Email Intake status changes to Permanently Deleted.
- The request cannot continue in the workflow.
Viewing an Email Intake Record
To view an Email Intake record, select View Record from the Actions menu corresponding to the required Email Intake. The Email Intake details are displayed in a read-only view, allowing users to review the complete inbound email and its associated information.
The Email Intake record includes the following information:
- Status – Displays the current processing status of the Email Intake record.
- Priority – Displays the priority assigned to the Email Intake, if applicable.
- Source – Displays the configured email source through which the email was received.
- SLA – Displays the configured service-level target for processing the Email Intake.
- Record Owner – Displays the current owner responsible for the Email Intake.
- Review Status – Displays the current approval or review status of the Email Intake.
- Email Details – Displays the email metadata, including:
- Subject
- Sender (From)
- Recipient (To)
- Date and Time Received
- Email Body – Displays the original email message exactly as received.
- Attachments – Lists all files received with the email.
Attachment Management
If the email contains attachments, users can:
- Download an individual attachment by clicking Download next to the file.
- Download all attachments at once by clicking Download All.
All attachments are securely stored in OWLDocs and remain associated with the Email Intake record. If the Email Intake is approved and linked to a Case or Subject, the attachments are also accessible from the associated records while continuing to be managed within OWLDocs.
Status
| Status | Description |
|---|---|
| Pending Approval | The Email Intake is awaiting review and approval through the configured IPA workflow. |
| Open | The Email Intake has been approved and linked to a Case or Subject. |
| Permanently Deleted | The Email Intake was rejected during the approval process and is no longer processed. |
Case Dossier – Email Intake
The Email Intake section in the Case Dossier displays all Email Intake records associated with the Case.
During the approval process, the reviewer can select a Case and/or Subject to associate with the Email Intake. If both a Case and Subject are selected, the Email Intake record is associated with both the Case and the Subject and can be accessed from their respective dossiers.
When the user clicks the Actions button for an Email Intake record, a Review window is displayed. The Review window provides detailed information about the Email Intake, including:
- Sender and recipient details
- Received date and time
- Email content
- Attached documents
- Reviewer Comment
Users can review the email content and download the attached documents directly from the Review window.
Subject Dossier – Email Intake
The Email Intake section in the Subject Dossier displays all Email Intake records associated with the Subject.
During the approval process, the approver/reviewer can select a Case and/or Subject to associate with the Email Intake. If a Subject is selected, the Email Intake record is associated with that Subject and can be accessed from the Subject Dossier.
If the Subject is later detached from the Case, any Email Intake record that was associated with both the Case and Subject remains associated with both records. Therefore, the Email Intake continues to be available in the Case Dossier as well as in the detached Subject's Dossier.
When the user clicks the Actions button for an Email Intake record, a Review window is displayed. The Review window provides detailed information about the Email Intake, including:
- Sender and recipient details
- Received date and time
- Email content
- Attached documents
- Reviewer comments
Users can review the email content and download the attached documents directly from the Review window.