All received faxes and Direct messages arrive in My Intake. There are multiple ways of filtering those messages, including rules, filters, and sorting.
Example - Administrator's Intake, viewed by 'Rules' and filtered by 'Processed' status
View
The default View for Kno2 admins is All, but can be switched to By Rules, to see My Intake filtered by specific Intake Rules, or by Unassigned, meaning messages that are not assigned to a user through an Intake Rule.
The only View option for users is By Rules.
By Rules
Rules route a message or batch to a user or group of users. There is one “system” rule called “Assigned To Me.” This rule is present for all users by default and displays batches or messages assigned to “My Intake” by that particular user in the batch upload or triage process.
For batches or messages other than those assigned to “My Intake,” there are two other types of rules. These are called Kno2 Message rules and Triage rules and will appear under the “My Rules” section on the right. They are created by the Kno2 administrator and route a message or batch based on one of the following:
To or From Kno2 address, Direct address or Fax number
A user or group of users
Example of My Rules showing the system, Intake and Triage rules assigned to a user.
Filters
In Progress
To see messages that have not been completely processed in your Intake, select In Progress.
Processed
To see messages that you have processed through Intake, select Processed.
Responded
To see messages that you have responded to through Intake, select Responded. This would include a reply or forward of a message.
Deleted
To see messages that have been deleted, select Deleted (admin only).
Date Range, Address Filter, and Sort by received date
You can sort messages in My Intake with the following options:
Date Range
To display messages only from a certain date range, select the calendar icon to chose your preferred range.
You may select from Today, Yesterday, Last 7 Days, Last 30 Days, This Month, Last Month, or select a Custom Range. Select Apply to apply your preferred option to My Intake. Select Reset to return to the default range.
After 30 days, faxes and Direct messages in My Intake are accessed via the Date Range. Faxes and Direct messages in My Intake are available for 180 days.
Address Filter
To display only messages for a specific To or From address, enter your search criteria in the Address Filter field and select the filter icon at the end of the field.
Sort by received date
To sort the messages by oldest to newest or newest to oldest, use the sort options displayed in the pull-down by selecting the down arrow.
Troubleshooting My Intake
Issue: User cannot see faxes or messages.
Solution: Ensure the user has been added to an Intake Rule and has the rule checked.
Issue: A rule is checked but messages are not displayed.
Solution: Select Filter options to display messages
Issue: Cannot see faxes or messages from more than 30 days ago.
Solution: Only the most recent 30 days messages are displayed by default; use the Date Range option to view older messages.