Smart Inbox

The Smart Inbox shows the mail arriving in your LOA mailbox and links each provider reply to the right LOA record. Most replies are matched for you. This page covers how that matching works and what to do with the emails 4admin couldn't place.

Open LoAs → Smart Inbox in the sidebar. The sidebar shows a count of unassigned emails next to it. Read-only users don't see the Smart Inbox.

What you're looking at

The list shows the inbox of your LOA mailbox, newest first, with the mailbox address at the top of the list. Emails 4admin has matched to an LOA carry a green LOA chip showing the client, provider and plan number. Click a chip to open that LOA in a new tab. One email can carry several chips if it relates to more than one LOA.

If your firm's LOA mailbox is shared, you'll see the same inbox as your colleagues. If no mailbox has been set, you'll see a No LoA Mailbox Configured warning with a Configure LoA Mailbox button. See Setting up your LOA mailbox.

Views

The type filter above the list shows one view at a time:

View	What it contains
All emails	The whole mailbox, with 4admin's unassigned records merged in by date.
Unassigned (under Needs action)	Readable emails 4admin couldn't match to an LOA. The Smart Inbox opens here by default.
Encrypted (under Needs action)	Emails 4admin can't read: encrypted mail and secure-message notifications.
Auto-linked (under Actioned)	Emails 4admin matched to an LOA on arrival.
Manually linked (under Actioned)	Emails you linked yourself.
Marked not relevant (under Actioned)	Emails you dismissed.

The Received filter narrows any view to Today, Last 7 days, Last 30 days, Last 90 days or a Custom range.

Search, refresh and replies

• The search box (Search by sender, subject, content...) searches the whole mailbox, not just what's loaded. Press Enter to run it.
• The list loads more as you scroll. New mail is picked up automatically, or click the refresh icon.
• Any mailbox email can be answered with Reply or Forward. In All emails you can also compose a new email.

How replies are matched automatically

1. Same thread. If the provider replies to the email 4admin sent, the reply is matched by the conversation. This is the most reliable route and needs nothing from you.
2. Reading the email. If the provider starts a new email instead, 4admin reads the email and its attachments for the client name, provider and plan number, and matches those against your existing LOA records. It never creates a match against details that aren't already on an LOA.
3. Not sure. When the details fit more than one LOA, the email lands in Unassigned with an N possible matches chip so you can pick the right one.

Matched emails get an Auto-linked chip, appear in the LOA's Emails tab, and update the LOA's status where the reply makes it clear (for example, to Info Received when the requested documents arrive).

Password-protected attachments

Some providers send password-protected PDFs or ZIP files.

• Hint in the email. If the email describes the password (for example, "unlock using the client's NI number"), 4admin tries the details it already holds for that LOA, such as the NI number, date of birth or initials plus date of birth.
• Password in a separate email. If the password arrives in its own email shortly before or after the document, 4admin looks for it in the surrounding correspondence and tries that.

While it's trying, the email shows a Password-protected attachment chip. Once opened it shows Attachment unlocked, and the unlocked copy is what appears in the attachments list and gets filed on the LOA. Files inside a ZIP are unpacked and filed individually. If no password works, the locked file stays on the email so you can download it and unlock it yourself.

Chips glossary

Chip	Meaning
Green client · provider · plan chip	Linked to that LOA. Click to open it.
Unassigned	Readable, but not matched to any LOA yet.
N possible matches	4admin found candidate LOAs; you choose.
Encrypted	Encrypted email 4admin can't read. Open it in your mail client.
Secure message	A notification that the real reply is behind a link to the provider's secure portal.
Undeliverable	The LOA email bounced; the provider's address didn't accept it.
Held by mail filter	Your firm's mail filter is holding a message.
Auto-linked	Matched by 4admin when it arrived.
Manually linked	Linked by a colleague. Hover to see who and when.
Marked not relevant	Dismissed by a colleague. Hover to see who and when.
Password-protected attachment / Attachment unlocked	4admin is trying to open, or has opened, a locked attachment.

Handling unassigned mail

Unassigned emails

1. Select the email. The reading pane shows the content and, where 4admin found clues, a panel headed We found N possible matches for this email with the provider, client and plan number it read from the email. Each candidate LOA has Open and Link buttons. If the right LOA is listed, click Link and you're done.
2. Otherwise click Link to LoA to open the Link email to LoA drawer.
3. Pick the LOA. Possible matches are listed at the top; tap one to add it. Below, search by client, provider or plan number. The search is narrowed to the provider or client read from the email; click Search all to widen it. Rejected and archived LOAs can be linked too.
4. Optionally set a status for that LOA in the same step (Update status (optional)) and add a timeline note. When the email has attachments and the LOA is still waiting, Info Received is suggested for you.
5. To link the same email to more LOAs, click Add another LoA and repeat. Each LOA gets its own row with its own status and note.
6. Click Link email (or Link to N LoAs).

The email and its attachments are attached to each chosen LOA, the email moves to Manually linked, and it appears in the LOA's Emails tab with a red dot.

Secure-message notifications

The reply itself sits behind a link in the email. Open it in the provider's secure portal, download anything relevant, then use Link to LoA so the notification sits against the right LOA. Upload the downloaded documents to the LOA record's Files card.

Undeliverable (bounced) emails

The LOA request never reached the provider. Find the LOA it was sent for (the original email is quoted in the bounce), resend it to a working address using Resubmit LoA on that record, then mark the bounce Not relevant. See Handling rejected LOAs for the resubmission steps.

Held by mail filter

Your firm's mail filter has quarantined a message. Open the notification, release the message if it's legitimate, and it will arrive in the Smart Inbox as a normal email. Then mark the notification Not relevant.

Encrypted emails

4admin can't read encrypted mail, so you open it yourself and upload the content.

1. Select the email in the Encrypted view.
2. Click Open in Outlook & Upload. The email opens in Outlook in a new tab and the Upload Content to LoA drawer opens in 4admin. If Outlook opens the wrong account, use Copy link for incognito and paste the link into a private window signed in as the LOA mailbox.
3. In the drawer, choose one or more LOAs under Select LoA Record(s).
4. Optionally copy the email text from Outlook into Paste Email Body (optional).
5. Download and decrypt any attachments in Outlook, then drag them into Upload Decrypted Attachments (PDF, DOCX, images and spreadsheets are accepted).
6. Click Link to LoA (or Link to N LoAs).

The email and the uploaded files appear in each LOA's Emails tab and Files card.

Dismissing an email

If an email isn't relevant to any LOA, click Not relevant. It moves to the Marked not relevant view. A toast lets you undo straight away, and you can restore a dismissed email at any time by opening it and clicking Move back to Unassigned.

Attachments

Attachment names load when you open an email, and inline images are hidden. If an attachment can't be fetched because the message was moved or deleted in the mailbox, 4admin tries to find it again by the message's own identifier and shows a clear error if it's genuinely gone.

Adding emails from the LOA record

You can also work the other way round. Open an LOA record, go to the Emails tab and click Add from inbox to pick emails from the mailbox and attach them to that LOA.