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How does the email forwarding service work?

In this article, you will learn how 12Build’s email forwarding service works and how to verify whether an incoming message has been automatically linked to your project.

What will you find in this article?

  • How the token works: How messages are automatically routed to the correct project.

  • Identifying linking issues: Why an email is sometimes not visible in 12Build.

  • Checking status notifications: How to see right in the email whether the integration was successful.

Summary

12Build uses an invisible token in emails to automatically link responses from subcontractors to the correct project. If this token is removed by security settings or manual actions, the system cannot place the message in your communication overview. You can identify the status of the link by the text in the box at the top of the forwarded email.

Requirements and Target Audience

This information is relevant for all users who communicate with subcontractors via 12Build and wish to centrally manage their email traffic in the communication overview.

How the token works

To automatically place sent messages in the correct project within 12Build, the system includes an invisible token with every email.

  • This token ensures the automatic link between the email, the relevant project, and the associated Subcontractor.

  • When a subcontractor responds, 12Build reads this token to place the response in the correct inbox.

Identifying linking issues

It may happen that a message arrives in your own mailbox but cannot be found in the inbox of the communication overview in 12Build.

This occurs when the token has been removed from the email. The two most common causes for this are:

  1. Strict security settings: The recipient’s email program automatically removes the invisible token.

  2. Manual removal: When replying, the subcontractor removes all information from the original message (including the token).

Without this token, 12Build no longer has a reference point to link the email to a specific project.

Checking status notifications

To provide immediate clarity, the box at the top of the forwarded email contains a notification about the link status.

  1. Open the email you received via the forwarding service.

  2. Check the text in the box at the top of the message:

    • Successful link: You will see the text: “You can also find this message in the inbox of the [PROJECTNAME] project in 12Build.”

    • Link not possible: You will see the text: “This message is not in the project’s inbox in 12Build.”

Frequently Asked Questions (FAQ)

Question: What should I do if a message isn’t linked to my project? Answer: Because the token is missing, 12Build cannot automatically link the message. You will need to manually process the information from the email in the project or manually upload the attachment.

Question: Can I add a token to an email myself? Answer: No, the token is a technical component generated by the system when sending messages from 12Build.

Troubleshooting

  • Symptom: I see the message "This message is not in your inbox..." for all my projects.

    • Cause: It is possible that the security settings of your own mail server or the recipient’s mail server are systematically blocking tokens.

    • Solution: Contact your IT department to check whether invisible metadata in emails is being stripped by the firewall or spam filter.