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Mail from someone you don't recognise

Email that Lupa cannot match to a customer waits in Needs Triage until you file it against a customer or dismiss it.

Mail lands here when it is not a reply to an email Lupa sent and its sender's address does not match any customer's email on file — a customer writing from a work address, a new enquiry, or mail you forwarded by hand. See Get customer email threaded automatically.

Needs Triage is for admins. Technicians do not see it in Lupa Tech.

Open the triage queue

  1. Choose Comms in the left rail.
  2. Above the customer list, choose the Needs Triage card. It shows how many messages are waiting (for example 2 new) and who the first ones are from.

The card appears only while something is waiting. The queue lists the newest mail first. Each entry shows the sender, the subject and the start of the message; choose an entry to read all of it and see what you can do with it.

The queue takes the place of the customer list. Attaching or creating a customer takes you to that customer's thread; to return to the list without acting on an entry, reload the page.

Attach mail to a customer you already have

  1. In the entry, choose Attach to existing.
  2. Pick the customer from the suggestions and choose Attach.
  3. Suggestions are labelled with why they match: name match or email domain match. The best five are shown; More matches… shows the rest.
  4. If there are no suggestions, the list reads No automatic matches. Use search below.
  5. To find anyone else, type into Search by name…. Customers whose name contains what you typed are added to the list, labelled search match.

Lupa confirms with "Attached to" and the customer's name, adds the mail to one of that customer's existing email threads (starting one if they have none), takes it out of the queue and opens the thread.

Attaching files this one message. It does not add the sender's address to the customer, so the next email from that address lands in Needs Triage again. If the customer now uses that address, change the email on their file — see Customers.

Create a customer from the mail

  1. In the entry, choose Create new client.
  2. Check the Name, Email and Phone. Name and email are filled in from the mail; Name is required.
  3. Choose Create + attach, or Cancel to go back.

Lupa confirms with "Client created from triage entry.", creates the customer, starts an email thread on them with this message in it, and opens the thread. The text of the mail is also copied into the new customer's notes. As long as you keep the sender's address in Email, their future mail is filed under them automatically.

Dismiss mail that isn't for a customer

  1. In the entry, choose Dismiss.

The entry greys out and reads Dismissing followed by its subject, with an Undo button beside it. You have five seconds: choose Undo to keep the entry. After that it is deleted.

A dismissed message is gone from Lupa for good. To recover it, go back to the mailbox it was originally sent to.

Things to know

  • Attaching and creating cannot be undone from the queue. If you filed mail against the wrong customer, carry on the conversation from the right customer's thread.
  • Only the text of an email is kept. Attachments are not stored, and nothing warns you that one was dropped.
  • When the queue is empty it reads Triage queue is empty. — the normal state.