Post Management / Mailbox Process
Overview
The following should act as an overview of the post management process through Mantle. Any specific protocols within individual teams should be reviewed in addition to this article.
Provided a Mantle mailbox has been set up and enabled any documents (hard copy post or emails etc) can be sent direct to the mailbox from a scanner or inbox.
If no mailbox is set up or you wish to upload a document manually, please refer to the Document Functionality Solution Article on how to do so to an individual record.
How to Access the Mailbox on Mantle
Once logged into Mantle, click on Mailbox under the Administration drop-down menu on the left-hand side.
You will see a screen like the below screenshot.
From here you will see the following tables;
Mailbox Summary – email addresses which have sent documents or emails to the Mailbox
Unassigned Documents – a list of any documents not yet assigned to a member
Recently Assigned/Unmatched Documents – a list of any documents assigned to members or unmatched
How it Works
The mailbox works on Mantle by combining a number of components together:
- New documents and emails sent to the Mantle document mailbox address are picked up for processing every 5 minutes
- Any attachments are stripped from an email and if there is any content in the body of the email that is also separated, so email content and email attachments will appear on Mantle as separate documents
- Email files are then uploaded to Mantle with the subject of the email together with the file name if it is an attachment will appear as the document name on Mantle
- Hard post will appear as a document per how it was scanned to the mailbox address
- Provided there is a Mantle tag on the footer of the letter which should happen on every Mantle created document, it will go to the mailbox and be attached to the member and be displayed as an unread document. This will also apply if the member or dependant ID is entered into the email (subject line or body of text) but must be in the format #mem:[1-9][0-9]# or #dep:[1-9][0-9]# i.e. #mem:123456#
- Alternatively, if there is a NINO in the body of the document it will also attach it to a scheme and member IF it is the only time that person appears on the system i.e. it is an unambiguous match
- Users who have a Mailbox Role Access only will be able to view the client and all member record but cannot edit schemes or members, they have permission to allocate the documents to the appropriate member/dependant only
- There is a dispatched list which includes all documents which have been assigned to a member/dependant/scheme
- Once assigned the document should automatically appear in the Unread Documents table on Administration Dashboard Home Page
- If the document has been mistakenly assigned it can be easily reassigned via the dispatched page; in which scheme administrator users also have permissions to access
Assigning Documents
Any documents held within the Unassigned Documents table have not automatically assigned and need to be reviewed by a user with Mailbox permissions.
To assign a document to a member/dependant follow the steps below:
- Click the relevant row associated with the document
- Click “Download” to view the contents of the file, if necessary
- Input the search parameters i.e. Members National Insurance Number, Surname or Date of Birth
- Filter by scheme to help narrow down your search if there are multiple options
- To view more detail click “show” on the relevant member row, if necessary
- To assign a member click the relevant row which should be highlighted in the last column of the table.
- Click the “Assign” to assign that document to the member and move out of the Unassigned Document list
End of Day Mail Out
Click on Bulk Download under the Administration drop-down menu on the left-hand side and scroll down to the Bulk Downloads table.
Select the appropriate download and you will see a screen like the screenshot below.
Make sure all the tick boxes are checked and click on “Download Next 1000” to start the download.
This will provide you with a zip file containing the documents that have been sent for mailing and a manifest of the all the documents contained within the download.
You should then arrange for these to be issued as appropriate i.e. manually printed or sent to a third party for mail out.
Once you are satisfied that the batch has downloaded correctly, you must confirm the download by clicking on the relevant row which will show as status “Download to be Confirmed” – if you are the same user who has processed the download your name will also be displayed beside it, if another user completed the first step it will be their name.
On the next screen click on the “Confirm Bulk Download” button. Completion of this step is important to prevent duplicate mail out of documents. If using a third party for mailing this step should be completed once they have confirmed receipt of the documents.