Send claim emails from a separate address

Some companies keep damage claims in a mailbox of their own, such as claims@yourcompany.com. MoveBoard can send every claim email from that address. It is optional: leave it off and claim emails go from your company email, as they always have.

Where

Settings › Documents & bill of lading › Claims, the Claims email card. Anyone who can open Settings can set it. Each branch has its own, just like the company email.

Turn it on

1. Type the address (for example claims@yourcompany.com) and press Get Recommended Settings.
2. Connect it the same way as the company email in Communication › Email setup: - Google or Microsoft — press Login with Google or Login with Microsoft and sign in to the claims mailbox in the pop-up. - Any other mailbox — fill in the password, server and port, press Save Info, then Test Connection. The test checks exactly what is on screen. The password is stored encrypted, and dots in the box are never saved as a password.
3. Switch on Send claim emails from a separate address. The card shows Sending and names the address.

From then on, every claim email goes from that address: the claim link (Send claim link), the automatic notices (received, more information needed, the offer, a denial), the e-sign link and the settlement PDF. The order's log shows each one like any other email.

Customer replies

When the customer replies to a claim email, the reply goes to the claims address. To have MoveBoard read it, turn on Incoming Mail on the same card, just like the company email. A reply then lands in the order's messages, and the claim's history notes that the customer emailed the claims address.

• Which order. A reply to a claim email goes to that email's order. An email that isn't a reply is matched by the sender's address. If that customer has an order with an open claim, the email goes there, even when they have a newer order without a claim.
• A task. When an email from the customer lands on an order that has a claim, the claim's owner gets one task: Customer replied about claim CL-…. If the claim is Unassigned, everyone who manages claims gets it as one shared task. More emails don't add more tasks while that task is open. Once it is marked done, the next email makes a new one.
• In the claim. The claim window has an Emails card. It lists the order's emails sent from or received on the claims address, newest first. Click one to read it. Open the conversation opens the order, where you answer. You can't change anything from the card.

The claims mailbox in Mail

When Incoming Mail is on, the claims address is its own mailbox in Mail, called <your branch> Claims, with its own unread number. The unread number beside Mail in the menu counts it too. Everyone who can see claims (Can see Claims Tab, and every admin) has it. Nobody else does, whatever their position. Mail to the claims address that doesn't match any order still shows there, so nothing is missed. Each branch shows only its own claims mailbox.

If it stops working

If the claims address can't send (a changed password, or Google or Microsoft access was removed), the claim email still goes out, from your company email. Nothing is lost.

• The order's log says: Error sending email from the claims email …; sending email from the company email instead.
• The Claims email card turns red and shows what the mail server said.
• Everyone who can manage claims gets one task, Claims email stopped working — claim emails now go from the company email. They are not sent another one for each email.

To fix it, connect the address again (or type the new password and press Save Info), then press Test Connection. When the test passes, or the next claim email goes out from the claims address, the warning clears.

Turn it off

Switch off Send claim emails from a separate address. Claim emails go from the company email again.