1. Checkbox
  2. Knowledge Base
  3. Matter Management
  4. Intake

Email Intake

This article explores the various ways in which Checkbox's matter management product supports email intake. These intake methods cater to the different request flows into the legal team.

Prerequisites

  • Any user with a Checkbox account can email to create a matter.
  • Users without a Checkbox account cannot create matters via email but can respond to email threads of existing matters.

Things to Note

  • By default, all email requests are classified as the "General Request" matter layout. For more information on how to configure the fields of matter, head over to Matter Fields and Layouts. You can change the layout of a matter by clicking on the "..." > "Change Matter Layout".

Email Intake Methods

Board Intake Email

The primary mechanism for creating matters in Checkbox is via the board intake email. This email address is located under the Board Settings > Integration tab. A default board email address is provided, which can be white-labelled at the admin level.

 

Changing default intake matter layout

By default, matters will be set to the "General Request" matter layout. This can be changed to another layout configured via the integrations tab within the board settings.

If the selected matter layout is archived, the fallback matter layout “General Request” will be used.

 

SCR-20241127-jzdm.png

 

 

Email Journeys

1. Direct Email to Attorney

When a request is emailed directly to an attorney:

  • The attorney determines if the email should become a matter.
  • The attorney forwards the email to the board intake email by adding it in the CC field.

 

Can the tracking email address be put in BCC?

    • Yes, though this approach is not recommended. The attorney must re-add the tracking board intake email to the thread each time they reply to continue tracking the thread.

2. Shared Inbox

In the shared inbox scenario:

  • The attorney replies to any email in the shared inbox.
  • The attorney attaches the tracking board intake email to create the matter.

Alternatively, teams can set redirect rules to automatically create matters from emails sent to inbox.  This will set the requester in the Requester Field. More information on how to set this up can be found here.

 

3. Direct Provision to Business

The board intake email address can be provided directly to the business:

  • Requests from the business can create matters directly via email by using this address.

By utilizing these methods, the legal team can efficiently manage email intake and streamline the matter creation process in Checkbox.

 

 

FAQs

Which user is set in the Requester field?

  • If a non-board user emails the intake email, or is a recipient an email response from the Attorney, Checkbox sets them as the Requester. Ensure Automatic New User Creation is enabled for this to work.

    • If there are multiple recipients in an attorney’s response, Checkbox will:

      • Create accounts for all users in the email (if they belong to the organization).

      • Assign the first recipient (from left to right) as the Requester.

  • If a board user emails the intake email, Checkbox sets them as the Assignee.