Case Routing

Case Routing automatically uploads email attachments into the right case. When an email arrives at your routing-enabled inbox, Docsumo reads the attachments (plus the email subject and body), extracts your configured identifier — for example a Client ID (CIN) or an Invoice Number — and checks whether a case with that identifier already exists:

A matching case exists → the attachments are added to that case.
No match is found → a new case is created, with the identifier field pre-filled.
No identifier can be found (blank pages, unrelated documents) → nothing is lost: the files are held on a "Rejected / ignored documents" case at your designated Rejected stage for manual review.

📌 Availability: Case Routing is currently available on request. Contact your Docsumo account manager or support to enable it for your organization.

Prerequisites

Before Case Routing can be enabled for a case type, make sure it has:

Identifier case field(s) — the field used to match incoming documents to cases (e.g., "CIN", "Invoice Number").
- Add it under Case Type → Case Fields.
- Use the String type, even for numeric identifiers — number fields can break exact matching and drop leading zeros.
A Rejected/Junk stage — a stage where unidentifiable documents are parked (e.g., "Junk").
- Add it under Case Type → Stages.

Once these are in place, share the case type and identifier field(s) with the Docsumo team to switch routing on.

How matching works

For each email, Docsumo:

Reads the attachments, subject, and body and looks for your identifier value. If the same identifier appears in more than one place with different values, the priority order is subject → body → attachment (this order is configurable).
Searches existing cases in the case type for one whose identifier field exactly matches the extracted value.
Decides the action:

Search result	What happens
Exactly one case matches	Attachments are added to that case; the case workflow runs
No case matches	A new case is created with the identifier field filled in; the workflow runs
Multiple cases match	The most recently modified case is used
No identifier found	Files are held for review (see below)

Good to know:

The identifier doesn't need to be labeled identically on the document. For example, if your case field is "CIN" but the document says "Medicaid ID", Docsumo understands they refer to the same value when configured with a description.
Matching is exact: INV-123 will not match a case holding INV-1234.
For matching to find existing cases, those cases must have the identifier field filled in. Cases created by routing always populate it automatically; for manually created cases, make sure the value is entered (without extra spaces).

Unmatched and junk documents

If an email's attachments contain no usable identifier — or are blank/unreadable — the files are never silently dropped. They are uploaded to a case named "Rejected / ignored documents" placed on your Rejected/Junk stage, as regular documents you can preview and review. No workflow runs on them.

To process such a document afterwards, download it and re-upload it to the correct case (or send it again by email with the identifier mentioned in the subject).

Limitations & tips

Supported file types: PDF, PNG, JPG/JPEG, TIFF, WEBP. Office formats (Word, Excel) are not routed.
Mention the identifier in the subject for fastest, most reliable matching — e.g., "Bill for Invoice number AB12345C".

FAQ

Can I match on more than one field?
Yes — multiple identifier fields are supported. They are tried in order (e.g., CIN first, then Medicaid Number), and the first one that finds a match wins. Composite matching (all fields must match together) is also available.

Does routing work with multiple case types on one inbox?
Yes. When several case types are configured, Docsumo classifies each document into the right case type based on the case type descriptions before matching.