Email Integration

Email integration allows you to interact with your clients through the app by using email templates.

This section describes how to configure the email templates so that you can embed them into your own systems and processes.

Email Templates

The following email templates are available:

Email Command Blocks

Command blocks are used to embed commands into your emails. You can embed multiple commands into one email, but only embed commands for one particular case per email.

An example command block would look like this:

--incase-cmd
{types:SEND_MESSAGE}
{externalCaseRef:ABC123-1}
{sender:Your Case Handler}
{subject:Welcome to our app}
{message:Welcome to our app that we have developed to allow us to communicate with each other easily and securely}
--incase-cmd-end

Email Command Block Structure

Email command blocks must follow a certain structure, please adhere to the structure, if there are errors in the command block structure then the command block may be ignored.

To start a command block use the tag:

--incase-cmd

To end a command block use the following tag:

--incase-cmd-end

Email Command Block Parameters

Command blocks contain parameters, these are defined using the following syntax:

{parameterName:Parameter Value}

The above command block parameter is interpreted as follows:

parameterName - The name of the parameter
: - The separator between the parameter name and the parameter value
Parameter Value - The value of the parameter
{ - The start of the parameter
} - The end of the parameter

Email Command Block Parameter Brackets

You are able to change the encapsulating curly braces to square brackets by using the following parameter:

{brackets:[}

Or to angled brackets by using the following parameter:

{brackets:<}

Email Command Block Types Parameter

Every command block requires you to specify what you would like to be processed in the command block, the actions currently available are:

CREATE_CASE - Create the case and associate the users to the case
UPDATE_CASE_DETAILS - Updates certain details of the case
SEND_MESSAGE - Sends a message to the case clients
SEND_DOCUMENT - Sends a document to the case clients
SEND_QUESTIONNAIRE - Sends a questionnaire to the case clients
REQUEST_ID_CHECK - Requests an ID check from the case clients
UPDATE_PROCESS_STEP - Updates the process step of the case
REQUEST_PAYMENT - Requests payment from the case clients

The types are comma separated in their own parameter, for example:

{types:CREATE_CASE,SEND_MESSAGE}

Which would specify that you would like to create a case and send a message to the case clients.

Email Command Block Parameter Name Syntax

You are able to use lower camel case, snake case or kebab case for the parameter name, for example:

{parameterName:Parameter Value}

is the same as:

{parameter_name:Parameter Value}

is the same as:

{parameter-name:Parameter Value}

Notifications

When receiving emails from your domain, we will attempt to perform the instructions contained within the command blocks. If we are able to process the command blocks then by default no notification will be sent, if you would like a notification to be sent then please provide the following parameter:

{notifySuccess:recipient@example.com}

If there are errors in the processing of the command block, then by default we will reply to the sender of the email with the error notification. If you would like to override who receives the notification please use this parameter:

{notifyError:recipient@example.com}

If you would like to disable all notifications then you can use the following parameter:

{quietMode:true}

02 July 2026