What the case email feature is for
When you receive a KYC request by email, you can store it inside the relevant case so your team can:
- keep all context in one place
- avoid losing key instructions in inbox threads
- generate tasks and/or a questionnaire from the email content
Where you’ll see it
Inside a Case, look for the Emails tab/section.
How to get an email into a case
Forward the email into the case (recommended)
- Open the relevant Case
- Go to Emails
- Copy the case’s forwarding address (the email address shown in the case)
- From your inbox, forward the bank/auditor email to that address
After forwarding, the email will appear inside the case so anyone with access can view it.
What you can do once the email is in the case
1) Generate tasks
Use Generate tasks to turn the email into actionable items.
Typical use cases:
- “Provide updated org chart”
- “Send passports for directors”
- “Complete bank form and get signatures”
Tips:
- Review the generated tasks before saving (some emails include non-actionable text).
- Assign tasks to the right colleagues and add due dates to match the counterparty deadline.
2) Generate a questionnaire
Use Generate questionnaire when the email contains a list of KYC questions.
Typical use cases:
- Banks send questions directly in the email body
- You want those questions captured in a structured format for completion + reuse
Tips:
- Rename the questionnaire so it’s easy to find later (counterparty + date).
- Remove/merge questions that are duplicates or not relevant.
Best practices
- Create one case per counterparty request/workstream (so follow-ups stay organized).
- Use Clone & customize on packages when a bank comes back with “one more request” — don’t start from scratch.
- If a request has a clear deadline, reflect it in task due dates (and assign an owner).
Common pitfalls
- Forwarding address visibility/access can depend on permissions; if you don’t see it, ask your admin to confirm your access.
- If multiple people forward parts of the same email thread, you may end up with duplicates — pick one “case owner” to forward the thread consistently.