To configure this feature:

1. Ensure Configuring Patient CRM is complete.
2. Ensure Configuring Approved Email is complete.
3. Navigate to Admin > Operations.
   • Select Shared Inbox Availability Job
   • Select Edit
   • Ensure the Status field is set to Active
   • Select Save
4. Navigate to Admin > Users & Groups > Permission Sets.
5. Select the appropriate permission set.
6. Select the Objects tab.
7. Grant the following permissions:

   Object	Object Permission	Object Types	Fields	Field Permission
   application_profile__v	R	application_profile__v	All Fields	Read
   case__v	CRE	All Object Types	account__v case_owner__v patient__v	Read
   case_conversation__v	CRE	email__v	All Fields	Edit
   case_queue__v	R	All Object Types	All Fields	Read
   channel_assignment__v	R	All Object Types	secure_channel__v	Read
   console_application_settings__v	R	All Object Types	preferred_email_search__v	Read
   domain__v	R	All Object Types	All Fields	Read
   email__v	R	All Object Types	All Fields	Read
   email_activity__v	R	All Object Types	secure_city__v secure_event_msg__v secure_ip_address__v	Read
   email_address__v	R	All Object Types	All Fields	Read
   message_node__v	R	All Object Types	message_state__v	Read
   patient_attribute__v	R	patient_attribute__v	caregiver__v caregiver_email__v email__v full_name__v	Read
   received_email_v	R	service_center__v	secure_sender__v secure_email_body__v secure_subject__v	Read
   sent_email__v	CRE	console_application__v	patient__v secure_account_email__v secure_subject__v secure_user_input_text__v	Edit
   user_to_channel__v	R	All Object Types	All Fields	Read

8. Navigate to Business Admin > Objects > Console Application Settings.
9. Select the appropriate record.
10. Ensure the Allowed Outbound Communications field includes EMAIL.
11. Optionally, ensure the Allow Unverified Outbound Communications field includes EMAIL.

Requesting Shared Mailbox Access

Before you can configure shared mailboxes in Vault, an IT admin must set up and grant access to them.

Request an IT Admin to:

1. Grant MS Admin Consent to Mail.ReadWrite.Shared. This grants Patient CRM application permissions for shared mailboxes.
2. Create a shared mailbox or convert an existing mailbox to a shared mailbox. For example, support@verteo.com or billing@verteo.com.
3. Place all users who require access to the shared mailbox into a group that will share access to the mailbox. This includes Admins, Managers, and Patient CRM users.

Configuring Shared Mailboxes

Once an IT admin has set up and granted access to shared mailboxes, you can configure them in Vault.

With the 26R2.0 release, Vault CRM instances will use the Core System User for Microsoft Outlook integrations. Customers who have already configured the legacy integration user should manually switch to the Core System User before 26R2.0. See Switching to the Core System User for more information.

To configure shared mailboxes:

1. Navigate to Admin > Users & Groups > Groups.
   • Select Create
   • Enter Patient Center Admins in the Label field
   • Select System Administrator from the Included Security Profiles list or add other users
   • Select Save
2. Navigate to Admin > Configuration > Email and Domain Configuration > Domains.
   • Select Create
   • Enter a name for the email domain. For example, Verteo.
   • Enter the email domain. For example, verteo.com.
   • Select Save
3. Navigate to Admin > Configuration > Email and Domain Configuration > Email Addresses.
   • Select Create
   • Add values for the following fields:
     • Name - Name for the email domain. For example, Verteo.
     • Domain - Select your email domain. For example, verteo.com.
     • Email Username - For example, support or billing
     • External Display Name - Name to display for the email address. For example, Verteo Customer Support
     • Application Target - Select Patient Center
     • Country - Select the appropriate country
   • Select Save
4. Navigate to Business Admin > Objects > case_queue__v.
   • Select Create
   • Ensure at least one queue is configured for each email address by enter the following:
     • Queue - Display name for the queue. For example, Support
     • External Queue ID - Email address for the queue
   • Select Save
5. Navigate to Admin > Configuration > Object Lifecycles > Console Channel Lifecycle.
6. Select pending_state__v in the States section.
   • Select Edit in the Entry Actions section
   • Select Create Entry Action
   • Select Always as the Condition Type
   • Select Send a notification
   • Select Channel Assignment Pending as the Notification Template
   • Select Patient Center Admins as the Recipient
   • Select Save
7. Navigate to Admin > Configuration > Object Lifecycles > Console Channel Lifecycle.
8. Select online_state__v in the States section.
   • Select Edit in the Entry Actions section
   • Select Create Entry Action
   • Select Always as the Condition Type
   • Select Send a notification
   • Select Channel Assignment Online as the Notification Template
   • Select Patient Center Admins as the Recipient
   • Select Save
9. Navigate to Admin > Configuration > Object Lifecycles > Console Channel Lifecycle.
   • Select error_state__v in the States section.
   • Select Edit in the Entry Actions section
   • Select Create Entry Action
     • Select All conditions are met as the Condition Type
     • Select the Status Message field
     • Select the equals condition
     • Enter err_provider__v in the text box to complete the condition
     • Select Send a notification
     • Select Channel Assignment Provider Error as the Notification Template
     • Select Patient Center Admins as the Recipient
   • Select Create Entry Action
     • Select All conditions are met as the Condition Type
     • Select the Status Message field
     • Select the equals condition
     • Enter err_auth__v in the text box to complete the condition
     • Select Send a notification
     • Select Channel Assignment Auth Error as the Notification Template
     • Select Patient Center Admins as the Recipient
   • Select Create Entry Action
     • Select All conditions are met as the Condition Type
     • Select the Status Message field
     • Select the equals condition
     • Enter err_platform__v in the text box to complete the condition
     • Select Send a notification
     • Select Channel Assignment Platform Error as the Notification Template
     • Select Patient Center Admins as the Recipient
   • Select Save
10. Navigate to Admin > Operations > Job Definitions.
    • Select Shared Inbox Availability Job
    • Select Active
11. Navigate to Business Admin > Objects > Console Application Settings.
    • Select the appropriate record
    • Select the edit icon.
    • Select Shared Inbox for Microsoft Integrations
    • Enter a value for Email Import Days (default is 3)
    • Select Save

12. Navigate to Business Admin > Objects > Channel Assignments.

    Changes to Email Address or Channel Assignment records after creation can cause interruptions in service.

    • Select Create
    • Select Email
    • Enter a name for the channel
    • Enter the email address the IT admin created for shared mailbox access
    • Select Save
13. Navigate to Business Admin > Objects > Channel Assignments.
    • Select the appropriate channel_assignment__v record
    • Select Edit
    • Enter the subdomain to be used for sending emails from Patient Center in the Email Subdomain field. If this field is left blank, the domain of the configured mailbox is used. For example, verteobiopharma.com from support@verteobiopharma.com.
    • Select Save

14. Navigate to Business Admin > Objects > Users to Channels.  

    The subdomain used for sending emails should align with company branding. In addition, matching the sending domain to the “From” address can improve email deliverability.

    • Select Create
    • Select the Channel created above
    • Select the appropriate user for each Channel Assignment record to grant users access to specific inboxes, create records in the User to Channels (user_to_channel__v) object. This configuration should mirror the user and group membership of the shared inbox in Microsoft 365.
    • Select Save

Configuring Automatic Patient Association for New Cases

When creating a Case record from an inbound email, Patient CRM can identify the relevant patient information, automatically associate the patient with the case, and populate the new Case record with the associated patient’s information.

To configure automatic patient association:

1. Navigate to Business Admin > Objects > Console Application Settings.
2. Select the appropriate record.
3. Select the edit icon.
4. Enter a semicolon-delimited list of email fields to match in the Preferred Email Search field, for example, patient_attribute__v.email__v;;patient_attribute__v.caregiver_email__v.
5. Select Save.

The Inboxes section in the left-pane of the Case Inbox tab displays the count of unassigned inbound emails for each shared inbox. Inbound messages are synced from Microsoft Outlook and sorted in descending chronological order.

Users can process unassigned emails in the inbox to create a new Case record in the Patient Center console.

If the preferred_email_search__v field for the Console Application Settings object is populated, Patient CRM automatically associates the Case with the Patient’s information and populates relevant fields. See Configuring Automatic Patient Association for New Cases for more information.

To create a Case from an email:

1. Navigate to Patient Center > Case Inbox tab.
2. Select the appropriate Inbox from the left-pane.
   
3. Select the appropriate email.
4. Select Create and Open to create and view the new Case.

Once a Case is created, all inbound and outbound email activity are managed from the Email tab in the center pane of the Case Details console. All email communications are displayed in a thread and sorted in ascending order with the oldest emails at the top, and newest at the bottom.

Automatic Case Lifecycle Updates

Patient CRM automatically updates a Case’s lifecycle state to reflect when new emails are received or sent.

• When a Case in the On Hold, Pending, or Solved state receive an email, the Case is automatically set to the Open state
• When a Case in the Closed or Canceled state receive an email, the email is treated as a new unassociated email and routed to the shared inbox
• When a Case in the Open state replies and sends an email, the Case is automatically set to the Pending state

Case Owners can reply to received emails from the Case’s Email tab. When the email reply is sent, the Case is automatically set to the Pending lifecycle state.

To reply to an email:

1. Navigate to the appropriate Case > Email tab.
2. Select Reply.

3. Enter your response in the auto-saving email response text box.

   Only a single email draft is available for a Case at any time. Drafts remain visible in the text box when returning to the Email tab.

4. Select Send.

Sent email replies are displayed in the Email tab and logged in the Activity Feed tab.