Time required: 5 minutes
Prerequisites:
Access to Captured Knowledge
Inbound email monitoring enabled for your team
Expected results: After reading this article, you will know how to review AI-suggested case links, dismiss emails that don't need action, and filter the email list to focus on what matters to you.
Inbound Email Monitoring and Review Queue
When emails arrive in your monitored mailbox, Captured Knowledge automatically processes them and attempts to link each one to an existing case — or flags it for your review when it can't determine the right case on its own.
The Inbound Emails tab gives your team a shared view of all incoming emails, so nothing gets lost and every message gets the attention it needs.
The "Needs Review" Filter
The Needs review filter shows emails that require a human decision. An email appears here when:
AI suggested a case link — the AI matched the email to a case, but the link isn't confirmed yet. You can accept the suggestion, link it to a different case, or dismiss it.
No case was found — the email didn't match any existing case. You can add it to an existing case, create a new case, or dismiss it.
To enable the filter, click Needs review in the toolbar above the email list.
Reviewing AI Suggestions
When the AI suggests a case link, you'll see the suggested case name, status, and address in the Case column, labeled Suggested - needs review.
From there you have two options:
Review on case — Opens the case on the ticket screen, where you can review the full email in context and confirm or reject the AI's suggested link. This is the recommended path for complex decisions.
Dismiss — Removes the email from the team's review queue so no one needs to act on it. See Dismissing emails below.
Emails With No Case
When an email has no linked case and no AI suggestion, the Case column shows No case — needs review.
You have three options:
Add to case — Links this email to an existing case. Use this when you recognize the email as belonging to a case that's already open.
Create new case — Creates a new case from this email. Use this when the email describes a new issue that isn't covered by any existing case.
Dismiss — Removes the email from the team's review queue without linking it. Use this for emails that don't require a case (newsletters, out-of-office replies, etc.).
Dismissing Emails
Dismissing an email removes it from the entire team's review queue. It does not delete the email — it simply marks it as handled so it no longer appears under "Needs review" for anyone on your team.
When to dismiss:
The email doesn't require any action (newsletter, auto-reply, spam)
You've already handled the issue outside of Captured Knowledge
The email has been dealt with and no further review is needed
Restoring a dismissed email: If an email was dismissed by mistake, any team member can restore it. Find the email in the list (remove the "Needs review" filter if needed), then click Restore to add it back to the team's review queue.
The "Assigned to Me" Filter
The Assigned to me filter shows only emails whose linked case is assigned to you. Use this to focus on emails directly relevant to your workload without filtering out your colleagues' items from the shared view.
You can combine Needs review and Assigned to me to see only your own unresolved items.
Related Articles
Email Ingestion Service — How emails are automatically processed from your mail server
Linking Communications to Cases — How to link emails, phone calls, and other communications to cases
Introduction to Captured Knowledge — Core concepts and daily workflow