Skill · Caseworker, Office manager, Constituency support
How the morning post lands in the right inbox
Rules, then Auto-pilot, file new threads before anyone sits down. The morning list is what is still unassigned.
Step 1
Where a new email starts
Each email address is a channel. A brand-new thread starts in that channel's default inbox. If the person already has an open case, the reply stays there. Rules and Auto-pilot only run for new threads.
Step 2
Rules first
Open Settings, then Conversations, then the Rules tab. Rules run in order and the first match wins: a keyword, a sender's domain, or a subject prefix. That match moves the new thread to the inbox you chose. Put the certain ones, such as a council domain, above the broad ones.
Step 3
Auto-pilot after that
On the same Conversations page, open AI and turn on Enable Auto-pilot. It reads the subject and body when no rule matched. Set a minimum confidence. Choose Move the conversation automatically, or Record suggestion only if someone should confirm the inbox. Below the threshold, the thread stays on the channel default.
Step 4
The morning list
Open Inbox. In a shared inbox, Unassigned is what is still waiting for a person. Work from there. The post does not need filing by hand before the day starts.
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Add each person, choose their CaseBase access, and tick the shared inboxes they actually work from.
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