Unhandled Email

Overview

Unhandled Email – Business Overview

Unhandled Email is used in Dafater to manage incoming business emails that could not be automatically linked to an existing business record or process. It acts as a safety net, ensuring that no customer, partner, or internal communication is missed, even when it does not follow expected formats or rules.

This document type helps organizations maintain professional communication standards, improve response times, and prevent important emails from being overlooked.

Purpose in Business Operations

Unhandled Email is designed to: - Capture incoming emails that cannot be automatically assigned to a known business process - Provide visibility into emails that require human review or manual follow-up - Support accountability by ensuring every incoming message is acknowledged and addressed - Reduce the risk of lost leads, unanswered customer queries, or missed commitments

It ensures that email communication remains controlled, traceable, and action-oriented.

Prerequisites and Setup Requirements

Before using Unhandled Email effectively, the following should be in place: - Business email accounts connected to Dafater for receiving customer or partner messages - Defined internal responsibility for monitoring and reviewing unhandled emails - Basic guidelines for how different types of emails should be classified or redirected once reviewed

These preparations ensure that unhandled emails are promptly assessed and routed correctly.

Typical Workflow and Business Process Fit

An email is received by the business but cannot be matched to an existing record or process.
The system records it as an Unhandled Email.
A designated team member reviews the email content.
The email is then:
- Linked to an existing customer, case, or transaction, or
- Used to create a new business record, or
- Marked as informational or non-actionable
Appropriate follow-up actions are taken, such as replying to the sender or assigning the matter to a team.

This workflow ensures every incoming message is reviewed and resolved systematically.

Key Business Scenarios Where It Is Essential

Unhandled Email is especially important in situations such as: - Receiving customer inquiries from new or unknown email addresses - Handling emails with incomplete or unclear subject lines - Managing messages sent to general inboxes (e.g., info@ or support@) - Capturing partner or vendor emails that do not reference existing agreements - Ensuring compliance and audit readiness by maintaining a record of all received communications

In these scenarios, Unhandled Email prevents communication gaps and improves service reliability.

Important Considerations for Users

Unhandled Email should be reviewed regularly to avoid backlogs and delayed responses
Clear internal ownership is critical to ensure accountability
Emails should be categorized and resolved promptly to maintain operational efficiency
Sensitive or urgent messages should be prioritized during review
Consistent handling improves customer satisfaction and internal coordination

Unhandled Email plays a crucial role in safeguarding business communication, ensuring that every incoming message—no matter how unexpected—is properly reviewed, tracked, and addressed within Dafater.

Basic Information

Module: Email
Document Type: Setup

Fields

Field Name	Label	Type	Options	Description
email_account	Email Account	Link	Email Account	Dafater email account where the unhandled message was received.
uid	UID	Data	-	Unique identifier assigned to the email by the mail server.
reason	Reason	Long Text	-	Business reason explaining why the email could not be processed.
message_id	Message-id	Code	-	Original message ID for tracking the email across systems.
raw	Raw Email	Code	-	Complete raw email content stored for review and troubleshooting.

Permissions

Role	Read	Write	Create	Delete	Submit	Cancel
System Manager	✓

DocType	Relationship	Module
Email Account	Links to	Email