Tasks | Omnichannel | Email inbox

Content

• What is the "Email inbox"?
• Setup
• Forwarding email attachments
• Addressable vs. non-addressable email addresses
  • Addressable residents
  • Non-addressable residents
• Frequently asked questions & troubleshooting

What is the "Email inbox"?

The "Email inbox" lets you forward requests from your mailbox directly to the "Tasks" area and process them there. This significantly simplifies capturing and processing requests. It also gives you a central overview of all activity and communication.

Forwarded email requests are automatically created as a task in the "Tasks" area. The feature is based on the "Omnichannel-2-Ticket" Marketplace solution and is enabled by default for your app.

Setup

To use the "Email inbox", you need a specific forwarding email address. You can find it on the corresponding dashboard card in your Allthings Cockpit.

Requirements

1. Assigning the "Dashboard <Solution Name> Agent" permission (e.g. "Dashboard Omnichannel2ticket Agent") by whoever manages permissions at your company. This permission is created automatically per installed connector and is typically only assignable to people with broad permissions.
   
2. If the feature is exceptionally disabled for your company, please contact your Customer Success team or Allthings Support.

Important: If properties are managed by multiple companies, you need the corresponding dashboard card or forwarding email address of the relevant company to correctly assign residents' requests in the "Tasks" area.

Recommendation: Since forwarding email addresses tend to be very long, we recommend creating a new email address under your own domain. In addition, you should set up forwarding from that mailbox to the forwarding email address. You can read in detail how to set up forwarding for Gmail, Microsoft Exchange, and Office 365.

Forwarding email attachments

Note: Please be aware that email attachments can be lost when forwarding, and attachments on emails further down the message thread are also not taken into account.

Here's how to successfully forward attached files:

1. Download the attached files from the original email.
2. Attach the downloaded files to the forwarding email.

Addressable vs. non-addressable email addresses

The "Email inbox" lets you cover nearly all incoming requests in one place.

Addressable residents

• The task is automatically assigned to the addressable account.
• Residents can therefore also see all their requests in the Allthings app.

Non-addressable residents

• An automatic acknowledgment is sent to the anonymous email address, letting the resident know their request has been forwarded and is being processed.
• The task is assigned to an anonymous email address, since a non-addressable email address is involved.
  → These tasks are shown to you under a dedicated filter ("Non-addressable residents").
  
• If the resident is already addressable under a different email address, the task can be assigned manually via the "Change location" button. The anonymous email address remains on the task as an involved person.

Frequently asked questions & troubleshooting

Why is no content shown in the task, and what should I do?

It can happen that the system cannot assign a specific location to a task. In that case, the task is assigned to the entire app, so that all team members are notified that the task has come in.

Please inform the app administrator responsible that they need to assign the task to a specific location. You can then process the task once it falls within your area of responsibility.

How do I assign the task to a specific location?

Requirement: You need a task management permission within the connector area. Tasks from the email inbox are accessible to all team members of your company who can see the task in the task overview – even across apps.

1. Open Allthings Cockpit → Tasks.
2. Find and open the relevant task.
3. Click "Change location" to assign the corresponding location.
   

If you select a location and, optionally, a requester, that person is set as the task's requester. The originally unknown person (email address or phone number) remains on the task as an involved person – the two are not merged.