Correspondence & Submissions

Capture what comes in, evidence what goes out, and file statutory returns and court documents through an outbox.

Capturing Correspondence

Correspondence capture attaches what arrives to the case it belongs to, so the file is complete.

Where to find it

Architect Panel → Integration & Connections:

E-mail Inboxes — the mailbox and what it does with what arrives
E-mail Accounts — the credentials behind it

The casework handlers are the inbox actions offered on the mailbox configuration. The correspondence records themselves are datastores, reached from All Datastores.

Three routes in

A monitored mailbox — the platform polls it and applies the action you configured.
Uploaded message files — a caseworker drags in a saved .eml or .msg, which keeps headers and attachments rather than becoming a pasted screenshot.
Post — scanned and attached, with the received date recorded separately from the scan date.

Threading

Correspondence threads onto the record so a case shows its conversation in order. This is what makes handover work: a colleague picking up a case reads the thread rather than asking what has been said.

The received date is not the scan date

For anything with a statutory clock this distinction decides whether you breached. Record when it arrived, not when somebody got round to filing it, and make that the date the obligation derives from.

Text extraction

The Document Text Extraction task indexes attachments so their contents are searchable. It ships disabled; enable it every fifteen minutes if you want to find cases by what a document says rather than only by what it was named.

Evidenced Service

Evidenced service records that a document was sent, to whom, by what means and when, in a form you can rely on later.

Where to find it

These features have no dedicated Architect Panel section of their own. They are configured through their datastores, opened from All Datastores, and most of what a caseworker sees appears on the record itself rather than on an admin screen.

Why it matters

"We wrote to you on the 14th" is an assertion. Evidenced service is a record: the document as sent, the address it went to, the channel and the timestamp. In a statutory or legal context the difference decides appeals.

What is captured

The document itself as it was sent, not a template that has since been edited. This is the part most systems get wrong — reprinting the letter from the template later shows the current wording, not what the recipient received.

Deemed service

Many statutory regimes deem service to have occurred a set period after despatch. Record the despatch date and let the deemed date derive from it, in working days where the rule says working days. Do not record deemed service as though it were an observed fact.

Channels

Email, letter and hand delivery all record differently, and the strength of the evidence differs. A letter through a print and post provider carries a despatch confirmation; an email carries a send record but not a read. Know which you have before relying on it.

When it is disputed

The value shows the first time somebody says they never received something. The record either supports you or it does not, and both answers are more useful than a recollection.

Outbound Submissions

Submissions is the outbox for things you must send to somebody official: court filings, statutory returns, regulator portals, insurer notifications, funding claims, framework reporting.

Where to find it

Why an outbox

These sends differ from ordinary correspondence in that they have a destination that answers back, a deadline, and consequences for getting the format wrong. An outbox gives you a queue you can inspect, retry and evidence, rather than a series of one-off actions somebody performed.

What a submission carries

The payload, the destination, the state, and what came back. Where the destination expects a compiled pack rather than a single document, a submission can carry a bundle — the assembled set, in order, paginated as the recipient requires.

Deadlines

Pair a submission with an obligation so the deadline is tracked and escalated like any other. A filing deadline that lives only in the submission is one nobody sees until it passes.

Failures

Watch for repeated failures against one destination — they usually mean a format or credential problem rather than a transient one, and each retry consumes time you may not have before the deadline. Treat a second failure as a signal to look rather than to retry again.

Keep the acknowledgement

Whatever the destination returns — a receipt, a reference, a rejection — belongs on the case. It is the evidence that the obligation was discharged, and it is the first thing asked for when a regulator says nothing arrived.