Caseworkers can draft, send, and receive casework emails within their cases and without having to go to another page or copy and paste data from Outlook.
Click on the video below to preview Casework Messaging in action!
Sending an Email From a Case
We've designed this feature with the user experience in mind to help caseworkers spend less time managing individual cases and allow them to be able to access all communications from the case within Fireside. No longer do caseworkers need to go to another page just to send or edit an outbound casework email. Using the same text editor as the internal note function, caseworkers can draft outbound email directly from the case page just by clicking the "email" tab next to the "internal note" tab. Additionally, any message entered in the internal note section can be easily transferred to an email simply by switching tabs. With this ability to view all prior email exchanges, notes, and contact info from the same page, caseworkers will no longer have to switch between an email client like Outlook and Fireside to reference contact info and case details or draft correspondence. All relevant info will be in one place.
Furthermore, when on the "email" tab, caseworkers can apply the form letters and email templates they've always used to send out emails. When a form letter is selected, that will insert the body text right into the editor allowing for easy customization. On top of that, Fireside will automatically update and save a new draft of the email message every 10 seconds, and all saved email drafts will be accessible from the normal location on the "Drafts" tab on the right side of the page. All draft emails will include a note that states when the current draft was last saved, showing the full date, and hour, minute, and second of the last update. The options to view, open, and delete the draft can all be accessed from the Drafts tab.
As you begin to become acquainted with sending emails through the new interface, we've provided some helpful reference pages below to get you started:
Receiving Emails Back in Cases
In addition to changing up how emails are sent, Fireside is set up to receive email responses (along with attachments) from constituents and agency contacts right into their respective cases. As a result, everything is contained seamlessly in one record without requiring extra steps from staff. This means that caseworkers do not have to copy received emails in Outlook and paste them as notes in cases, and staff do not need to worry about losing important correspondence or case details along the way. It's more secure, efficient, and most importantly best for the constituents our clients serve.
Replies will appear shortly after the email is sent into the case, where the user can then refresh the case page to see the new message appear. It will match the styling of what sets apart Internal Notes and Casework emails, with notes strictly appearing under the ‘History’ tab. The icons to distinguish 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’ tab.
The saying goes: Work smarter, not harder. With Casework Messaging, we aim to achieve this for our clients using Fireside's casework tools each and every day!
Comments
Article is closed for comments.