Source: https://vaultcrmhelp.veeva.com/doc/Content/CRM_topics/PatientCRM/ManagingCases/InboundEmailReply.htm

## Replying to Emails in Patient CRM

Patient CRM provides a secure, HIPAA-compliant solution to allow Patient CRM users to reply to and manage email communications associated with a Case. By centralizing email communication within the Messaging tab in the Patient Center console, users can organize patient-related email communication to streamline workflows and help patients with their care.

**Who can use this feature?**

* End Users - Browser
* [Creating Cases from Inbound Emails](#Creating)
* [Navigating the Messaging Tab](#Navigati)
* [Replying to Emails from the Messaging Tab](#Replying)
* Users require a Patient CRM License

### Configuring Email Replies for

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)All Users](#)

To configure this feature:

1. Ensure [Configuring Patient CRM](../Config/ConfiguringPatientCRM.htm) is complete.
2. Ensure [Configuring Approved Email](../../Multichannel/ApprovedEmail/InitialConfig/ConfiguringAE.htm) 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 **Inbound** for **Console Tab Access** (or set it on the record which has Console Application Profile value)
    * 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**.

### Creating Cases from Inbound Emails as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

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](#Configur) 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.

### Navigating the Messaging Tab as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

Once a Case is created, all inbound and outbound email activity are managed from the Messaging 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

### Replying to Emails from the Messaging as

[![Closed](../../../../Skins/Default/Stylesheets/Images/transparent.gif)End Users](#)

Case Owners can reply to received emails from the Case’s Messaging 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 > Messaging** 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 Messaging tab.
4. Select **Send**.

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

### Related Topics

[Patient CRM Overview](../Overview.htm)

[Starting Emails from Cases](StartEmail.htm)

[Managing All Active Cases in Patient CRM](AllActiveCasesPCRM.htm)