The purpose of Triage is to streamline email management so you can focus on critical tasks. When you receive an email, you have options: reply immediately, schedule for later, assign, or mark it as Low Priority, allowing you to clear your inbox efficiently.
Index
Assigning an email
When you receive an email that requires action before replying, you can assign it to yourself or a colleague on your team.
Assigning an email is straightforward:
Click on the Assign icon within your email or, from the Options menu (represented by "..."), choose "Assign to me" or "Assign to a colleague."
In the modal that appears, enter your colleague’s name (for self-assignment, type your own name or simply 'me') and select them. You can also set a To-do date to indicate when the email should be actioned, and a due date if there's a specific deadline.
Select "Assign & clear" to remove the email from Triage immediately, or click the arrow next to it and choose "Assign" (this action will not clear the email).
We recommend using the comments field when assigning to colleagues, providing guidance on what you expect them to do.
Once assigned, the email will display the assignee details when collapsed. Expanding it reveals an audit trail with assignee information, and your colleague will receive a notification in their Triage
After the assignment, the email will appear in the assignee's assignments list for action at a later time.
Instead of assigning emails to yourself, consider clicking "Plan for This Week." This action moves the email or note to 'My Week,' where you can prioritize current tasks and plan your workweek. Emails remain in 'My Week' until moved to 'Done,' offering a convenient way to manage your Triage. When ready to act on these emails, they are easily accessible in 'My Week.'
Creating a Contact from an Email
To ensure emails appear in a person's timeline, you must add the sender as a contact.
Expand the email and click on the sender's name. A preview card will appear. If it shows "Add contact," the person isn't yet a contact in Karbon. Click on it to proceed.
After clicking, choose whether to create a new contact or add to an existing one. Even if the contact doesn't currently exist, you can still create a new one.
Once added, all emails exchanged with this contact will automatically appear on their timeline.
Adding an Email to a Contact Timeline
Easily organize emails or files by adding them to a contact's timeline.
When you add the sender of an email as a contact with auto-sharing or sharing options enabled, the email will automatically appear in that contact's timeline.
However, if you wish to associate the email with another contact's timeline (e.g., the sender's organization), follow these steps:
Click on 'Add to Timeline' and select 'Search by Contact.'
Begin typing to search for the desired contact, then choose from the dropdown list.
Alternatively, click on 'Create Contact' to add a new contact if it doesn't already exist.
The email will now appear on all selected contact timelines.
Adding an Email to a Work Item
If an email pertains to a specific job you're handling for a client, it's beneficial to add it to the timeline associated with that work item. When you add an email to a work item, all subsequent correspondence in the thread will automatically be included in the work's timeline.
To link an email directly to a work item:
Open the email and click "Add to work" located within the email itself.
Alternatively, you can use the Work icon on the action bar or access the email's options menu (represented by "..."), then select "Add to timeline".
In the modal that appears, search for the name of the work item. If it doesn't exist, click 'Create Work' to create a new work item. You can filter search results by status to include only relevant work items. Adding an email to a work item will also add it to the timeline of the client associated with that work.
Once linked, you'll see the work item's link under the email's title. Click on it to access the related work item.
Adding an email to multiple work items
If your email relates to multiple jobs, it can be linked to multiple work items without any limit. However, when an email is associated with several work items, one of these work items becomes the 'primary work item.' The primary work item is:
Displayed under the email subject.
Shown when sorting your Assignments list by Work.
The primary work item is automatically selected based on the following criteria (in order):
Privacy settings of the work items (Public, Private, Hidden). For instance, if only one work item is Public while others are Private or Hidden, the Public work item will be the primary one for that email.
If multiple work items share the same privacy setting, the first work item to which the email was attached becomes the primary work item.
Once an email is linked to a work item, the email's contact will be updated to reflect the client of that work item. To change the primary work item for an email, simply remove the current work items from the email and then re-add them, ensuring the desired primary work item is added first.
Marking an email as Low Priority
Watch this quick 1-minute video on how to mark emails as Low Priority and where those Low Priority emails go.
Marking emails as Low Priority is very useful for emails that you don't need to act on right away, such as event invites and newsletters. This keeps your Triage uncluttered and ensures that you only see emails that need your immediate attention.
You can mark an email address as Low Priority by clicking on the email’s options menu and selecting ‘Low priority. This will set the sender’s email address as Low Priority and all future emails from that address will automatically sit in your Low Priority section.
If you decide that you no longer want the email address marked as Low Priority, click on the options menu and remove the Low Priority setting. All future emails from that sender will revert back to being delivered to Triage.
Be sure to visit Low Priority weekly, if not daily, to action these emails or clear them out in bulk, to make sure you don't miss out on anything. You can find your Low Priority emails in the main menu on the left, under 'Triage'. A cleared "Low Priority" email will sit in your cleared items section and be archived in your email inbox.
Clearing an email
Clearing an email will remove it from Triage, and archive it in your inbox.
If you do not need to take any action with an email or have already actioned it (is attached to a contact and/or work timeline and/or assigned to a to-do list) you should clear it from Triage.
When you clear an email in Karbon it will not delete the email in your email client, but it does do a few things:
It removes the email from Triage
It lists the email in Cleared Items in the main menu under 'Triage', so that you can view it or unclear it if you cleared it by mistake
It moves the email from your email inbox to the Archive folder for Office 365 and Exchange, or the All Mail folder for Gmail
This email will still be searchable to you and others who have access to this email when using Global Search in Karbon. If you do not wish for this email to be visible in Search for others, click on the info tray of the email and ensure that the email does not exist on any public contact or work timelines.
To clear an email, click on the clear icon from your email actions menu:
When an email is cleared from Triage, it will be located in your Cleared Items, found under 'Triage' in your main menu on the left.
The email will also be archived in your regular email inbox. For Gmail, they will be archived in an "All Mail" folder and for O365 and Microsoft Office, they will be archived in the "Archive" folder.
Bulk selecting and clearing items from Triage
You can bulk select and clear all your Triage items from the last day, week or month. Just select the items you want to clear, and click 'Clear' at the top.
Multi-selecting items and clearing from Triage
With the multi-select option, you can pick and choose the items you would like to delete. Just hold the Shift key and select the first email you’d like to clear and select the last item, all the items in between will be selected as well, and select Clear.
You can undo this action from the confirmation message that will appear in the bottom left of your screen. This message will display for approximately three seconds.
Accepting a meeting invite from Triage
With your calendar connected to Karbon, you can accept or respond to meeting invites received, directly from your Triage. This will then be reflected in your calendar in My Week.
Suggested articles: