Receiving Casework Emails in Fireside

Incoming casework emails will now be routed into their corresponding cases.

When a correspondent replies to an outbound sent from the case, the reply will appear a minute after the email is sent into the case. The user will have to refresh the page to see the new message. Incoming messages will only be attributed to a case if the sender is:

• A member of the case

• In the To, Cc, or Bcc of the original message, or

• If they have a Fireside profile

When a response comes from a person that is only represented by an email address, we will set the first and last name based on the existing information in the email, if it is not currently set.

• To match the styling of what sets apart Internal Notes and Casework emails, the notes that appear under “History” will keep the yellow background.

  • Notes can be easily found and edited in the “Notes and Correspondence” section by clicking on the message to open the text editor.

  • Notes can removed by hovering over the note and clicking on the snowman button to show the option to “Delete Note.”

• The icons to differentiate between outgoing and incoming emails and letters created for the case will appear in the smaller circle attached to the bottom right of the date, found in the “Notes and Correspondence.”

  • Letters: Only letters that have been closed will appear in “Notes and Correspondence” with the title hyperlinked to the preview of the closed correspondence.

  • Emails: Icons for outgoing emails will be will reflected by an arrow pointing up, and incoming emails will be reflected by an arrow pointing down.

    Email Notifications

    Staff will receive email notifications of new messages received in Fireside but only under certain circumstances. Below is how to set a staffer’s expectations for both of the main types of emails they could receive: tethered or untethered emails.

    Tethered Emails

    These are replies to an email sent from our system for casework. We look for a key in the email headers, and then match that email to a case. We ONLY notify the staffer assigned to the case. In some cases, other staff have been added to the case and sent emails from their email template, but that staffer will not be notified of replies; only the staffer currently assigned to the case will receive alerts.

    Untethered Emails

    These are emails that we can’t match up to a case, and it goes into the Activity Inbox. In this case, the only information we have is the email address, and we match that up to the staffer and give them the notification. There are some strange cases where this could be confusing. For example, one staffer is assigned to a case, but another staffer jumps in and sends an email from their template. The constituent then uses a new email message or forwards something back, which then becomes an untethered email, and the other staffer will get the notification that it is in the Activity Inbox (not the case’s assigned staffer).