Form - Create from Inbox

 This feature is under development and will be announced shortly.  Please contact Philip Lacey for further information.

1 Overview

The "Create from Inbox" tool allows an email inbox to be turned into a Help Desk, an Audit Log, a Case Management or a mailbox manager in seconds.

The bxp engine will create a form with a number of predefined fields immediately. Then engine will provide a number of quick configuration options to speed up tailoring of the form to your needs. It will then download any emails in the inbox and turn them into a system ready to use.

This article goes through the various elements and options available.

2 Step 1 - Create the form

2.1 BEMail account

The engine will use a BEMail account setup to be able to retrieve the emails. These are the details that allow bxp to log into that POP3 account, read the email, turn it into a data record in bxp and then delete the email from the inbox to prevent repetition. BEMail accounts can only be set up in the System Access Management module . More details on how to create a BEMail account are found here. BEMail_accounts

2.2 The form

The engine will initially create a blended form with a number of fields in it to allow an email to be downloaded and stored in the form. All field mapping and configuration is done by the engine to speed up setup. This is just a form and can be completely reconfigured after build as required. This process is just designed to vastly speed up setup. It is possible to create this configuration by hand or on existing forms, it just takes a bit longer.

3 Step 2 - Options - Stage 1 of 2

Again in the interests of speed of configuration there are a number of options available which will allow bxp to reconfigure itself very quickly and efficiently.

3.1 Option 1 - General type of mailbox

The options are :

Type	Explanation	Manual setup
Help Desk mailbox	This is for the management of a "care@yourcompany.com" type mailbox. This will result in a blended form being used. It also makes how work is distributed at the help desk a bit more important. Option 3 becomes important using this option.
Audit Log mailbox	This is a storage mailbox of sorts for keeping logs and security files for future audit purposes and searching. The focus is more on classification. This will create an Inbound type form
Case Management mailbox	This like the helpdesk is a customer care type mailbox but the emphasis is now on speed of response. Like the difference between a Blended form and a Case Management form, they both store data in the same way but the reports and modules applied are different. This type is a Case Management form and requires the Case Management module.
Personal mailbox	This is a simpler type of mailbox for turning an email inbox into a worklist where the owner is predominantly the only person who will be using the form. This is also an Inbound type form.

3.2 Option 2 - onArrival Auto classification

The purpose of this option is to speed up allocation and assignment of inbound emails. For example you're using the form as a help-desk tool. You have a second form which keeps your clients (specifically individual contacts rather than companies) in it. You would like that inbound emails are automatically allocated to a client account. e.g. If I get an email from philip.lacey@allnone.ie, from a known contact called Philip Lacey.

This form of auto-classification also facilitates portfolios. Team Member1 has 3 accounts and Team Member2 has 4 accounts. All the emails can come into customercare@yourcompany.com and Member1 and Member2 would quickly be able to see the requests from their portfolio clients.

This also has the added security benefit for a help-desk that if an unauthorised contact emails in requesting moves, adds or changes, these will quickly stand out as they will not be able to be auto classified. Extra validation and multiple levels of verification can be added such as two factor authentication with automated response SMS messages. (if you'd like more information on this capability please contact our support team on support@bxpsoftware.com).

This engine is fully described in BEMail_onArrival_matching_engine

3.3 Option 3 - Work distribution

If the form is a way of group distributing work, as in a help-desk scenario, bxp can help to distribute the work in a number of different forms.

Type	Description	Manual setup
First come first served	This will use the outbound contact engine to give records to people based on them clicking on screen saying "Please give me a record to process."	Outbound campaign setup
Portfolio	This is where classification is used to assign new incoming emails to predetermined recipients. The configuration of this is discussed in Step 3 below
Personal mailbox	When the engine is directed to be a personal mailbox then the records will not be distributed at all but flagged on the individuals own mailbox.

3.4 Option 4 - Outcome suite

This is the quick creation of a number of outcomes with some preconfigured options that are appropriate to managing a help desk scenario. Please note that you can modify these outcomes, turn them off or add further outcomes as necessary. This part of the process is just to quickly make the mailbox form operationally useful.

The default first outcome of the form is always hidden "01 - New" but is used for new emails as they arrive. The outcome allows for custom configurations but can't be chosen by users due to custom JavaScript automatically added.

Outcome	Complete or Incomplete	Reporting Group 1	Reminder	Sends response
Callback or Reminder	Incomplete	Incomplete	Yes	No
Spam Email	Complete	Spam	No	No
Escalation	Incomplete	Escalation	Yes	Yes
Complete - No response	Complete	Complete	No	No
Complete - With response	Complete	Complete	No	No

3.5 Option 5 - Auto-response to new emails

Auto-response is a tool to automatically send back to the sender a confirmation that their email has been received and is in queue to be processed. bxp will automatically add the Id number of the record generated to the email so that the sender has an easy reference point if they phone in instead of emailing in.

The outcome can be heavily and repeatedly edited later if required. Editing the outcome "01 - New" > External Communications > External Email Communication > External Body will give you full control as needed.

There are a number of options pre-populated for ease.

• From : This is the from address for the form and for the outcome "01 - New"
• Subject : This has automated replacements in it as well.
• Body : This is a starting point response email which can be tailored. It uses html and dynamic replacements.

4 Step 3 - Loading - Stage 2 of 2

At this point there may be one or two configuration questions left to clarify, depending on the options you chose above.

4.1 Option 6 - Auto classification (Email)

If you have chosen a form for auto classification in Step 2, bxp needs to know which email address field in the form to match against. Simply select the email address field from the drop down list of fields available. Text box, email address and a select number of other fields will be available using their field mapped names.

For example an email comes in from philip.lacey@allnone.ie, how does bxp know which account to match this against? By choosing the field in your contacts form (chosen as option 2) that contains the email address, bxp can make the link.

4.2 Option 7 - Auto classification (Portfolio)

This is again an autoclassification. In Option 2, you've chosen a form with all your contacts. In that form you have a field (a Staff List type: Staff, Staff Active, Staff Cost Centre), which says, this user owns / is responsible for this account.

If you have chosen a work distribution type of Portfolio in Option 3, then bxp needs to know WHO is portfolio owner of the record. Choose the field from the form chosen in Option 2 and bxp will be able to match incoming mails to the proper owners.

4.3 Start loading

So the final step in the setup is to load any emails in that inbox into the form.

Loading of emails, especially if the mailbox has 10,000+ emails can take a little time. So this page has a timer to give bxp a chance to get to work.

If you need any help with this step please contact us on +353 1 429 4000 or email us at support@bxpsoftware.com and we can help troubleshoot your particular configurations and challenges.

5 Links

If bxp is able to load all of your emails without timing out you'll be redirected to a Control Bar configuration page.

With the structure in place, some emails downloaded the system is ready to produce reports and provide links and tools to your team immediately to manage the mailbox.

Rather than you having to configure all the links, reports and configuration settings, bxp can suggest and quickly configure accounts if you wish.

These links, reports and configurations are reproducible from the control bar module

Main Menu > Control Bar > Security Management > Inbox Form - Configuration Links