Triaging inbound emails into jobs

Triaging inbound emails into jobs

What email-to-job triage does

Accupe can turn emails forwarded to your firm into job drafts automatically, so nobody has to retype a client's request from scratch. When someone forwards a message to your firm's dedicated inbound address, Accupe scans the subject line for keywords, makes an educated guess at what job it should become, and drops a draft card at the top of your Triage screen for a person to accept or dismiss. The email body isn't used to make that guess - it's carried through as the summary shown on the card so you can sanity-check the match. Nothing becomes a real job until you make that call.

Today the guessing is done with straightforward keyword and pattern matching, not an AI model reading your emails. Treat the suggestions as a fast starting point to check, not a final answer.

Setting up your firm's forwarding address

Every firm on Accupe has a private inbound address that captures forwarded emails as drafts. There isn't a self-service screen in the app yet to look this address up yourself, so contact Accupe support to have your address confirmed before you start forwarding client emails. This is a newer capability that Accupe switches on per firm rather than automatically, so it's worth double-checking with support that yours is actually live before you rely on it for real client correspondence. Addresses follow one of two formats: a plus-tagged address such as jobs+(your firm's code)@accupe.com, or a subdomain address such as (your firm's code)@in.accupe.com.

Where drafts show up

Go to Triage (Sidebar > Triage, also reachable at /dashboard/inbox). If your firm has any inbound emails waiting for a decision, an "Inbound email drafts" section appears at the very top of the page, above the Triage heading itself, labelled with a count such as "3 awaiting decision · forwarded emails proposed as jobs". If there's nothing pending, this section doesn't appear at all, so it never takes up space unless there's actually something to review.

Accupe shows your 20 most recent pending drafts, newest first. The list also updates live: if a new forwarded email arrives while you're on the page, you'll see a "New email in triage" toast and the card appears without you needing to refresh.

Reading a draft card

Each card shows what Accupe was able to work out from the email:

1. A title, either the guessed job title, the original email subject, or "Inbound message" if neither was usable.
2. A confidence badge (see table below).
3. Who it's from, shown as "from" followed by the sender's email address, or "unknown" if that wasn't captured.
4. The matched client, if Accupe recognised the sender's email against one of your client records.
5. The matched category, if the subject matched one of the categories Accupe looks for: VAT Return, Annual Accounts, Payroll, Bookkeeping, Self Assessment, or Confirmation Statement.
6. A summary, the first 500 characters of the email body, so you can sanity-check the match without leaving Triage.

Confidence levels

Accepting or dismissing a draft

For each card you have two choices:

1. Accept - click the green Accept button (checkmark icon, labelled "Accept", tooltip "Accept as new job"). This creates a new job straight away using the guessed title, client, and category, with status "Not Started" and fee starting at 0, so you'll still need to set the real fee once the job exists. You'll see a "Job created from email" confirmation naming the job, along with a short celebration animation.
2. Dismiss - click the X button (tooltip "Dismiss"). This discards the draft with no job created and shows a "Draft dismissed" confirmation. Use this for anything that isn't really a job request, or where the guess is too far off to be worth accepting.

Because the list is shared across your firm, a teammate could action a draft moments before you do. Updates arrive live, so the card normally disappears from your list the instant they act on it; in the rare case you click right as they finish, you'll see a "Could not handle draft" error instead of the draft being actioned twice.

Tip: If a draft's client or category guess is wrong, it's usually quicker to dismiss it and create the job normally from Jobs with the correct details, rather than accepting an inaccurate match and fixing it afterwards.