RxWorks

Why Are Some Incoming Messages Unresolved (Unattached)?

The Client Communication Workflow (for Incoming email) is used to attach client emails to communication records in RxWorks.

RxWorks will try to import all email messages from the 'Incoming' folder as part of this process.

The mains steps in this process are as follows:

• RxWorks will attempt to match the 'From' address of an email, with an email address of a client record.
• If no client email address in your database matches the email 'From' address, the email will be marked as ‘unresolved’ and moved to another folder for manual identification.
• Messages that cannot be attached to a client record are not downloaded to the RxWorks Email Manager.

Emails may not attach to your client record for the following reasons:

• You do not have a client email address for a client in the Client Work Area.
• The email address may be incorrectly recorded or misspelled.

Fortunately there is an easy fix that will both attach the email message to your preferred client, and add the email address into that client's records.

For further information on how to manually attach emails to client records, continue by reading the next article index.