Emailing case notes to Ability8

When you receive case notes from a service provider, you can import them into the PWD profile via email.

Before you start

Add Case Notes section to PWD profile

If you can't see the Case Notes section in your PWD profile, you can add it via the Manage Layout button located at the bottom of the profile screen. To learn more, see our help article: Build the PWD profile.

Add sender's email to your Ability8 whitelist

If the sender's email is not the email address that's associated with your Ability8 subscription, you will need to add the sender's email address to the whitelist in the Payment via Email settings.

Send case notes to the app

1. In the To field on your email, enter your Ability8 app email address.

2. Edit the subject line to start with "Case Note:", then the title or subject, e.g Case Note: Physio 18 March 2024

   
   

   If your family account has multiple PWD profiles, you will need to add a semi-colon and the name of the PWD, e.g. Case Note: [Title]; [PWD First Name]

3. Click Send. You will receive a notification from Ability8 if the import was successful.

4. The case note will appear as a tile. Attachments from the email can be accessed via the paperclip icon.

   
   

   If the sender email matches a user or contact in Ability8, the contact name on the case note will display that user/contact's name.

5. To change the Contact name, click the tile, then click the Edit button.

6. Save your changes.

Sharing case notes with other users

To allow a user to view the PWD's case notes:

1. In the top menu, click Users.

2. Click the user's name to open their profile.

3. Click the Permissions tab on the left.

4. Click the Edit button.

5. Click the PWD Profile section to display the permission settings.

6. Enable the view permission for Case Notes.

   

7. Click Save.

   

   If your family account has multiple PWD profiles, enabling PWD Profile permissions for users will apply to all PWD profiles. Users cannot be assigned to specific PWDs.

Troubleshooting

If your case notes are not importing, please check the following:

• the sender email is included on the whitelist in Payment via Email settings.

• the subject line is using the correct structure "Case Note: [Title]", or "Case Note: [Title];[PWD Name]" for accounts with multiple PWD profiles.