Mail

Mail is your company's register of incoming correspondence. When a letter, package, legal notice or government notice arrives, someone logs it in Mail, attaches a scan or photo, and Cooper makes sure it has an owner, a due date and an outcome. Office admins and mail handlers log items; the people they're assigned to get notified and close them out.

Mail is built as a tracked queue, not a filing cabinet. Cooper shows what has no owner, what is aging, what is due this week and what is overdue, nudges owners every day, and escalates anything past its due date.

Key conceptsCopy Anchor Link

Open MailCopy Anchor Link

In the sidebar, open Connect and click Mail. The address is /connect/mailsorter.

You need the Mail permission to see it. If Mail isn't in your sidebar, ask your administrator.

When you open Mail without choosing a view, Cooper opens the Unassigned view if any mail has no owner, and the All view otherwise. Links in Mail notifications open the item directly.

Read the summary cardsCopy Anchor Link

The cards at the top show the numbers that tell you whether mail is slipping. Click a card to switch the table to that view. Hover over a card for its definition.

Switch viewsCopy Anchor Link

The tabs above the table are saved views. Hover over a tab for its description.

The view you pick is kept in the page address, so you can bookmark or share it.

Read the mail tableCopy Anchor Link

If you can edit Mail, you can change Status and Priority right in the table: click the value and pick a new one.

You can group the table by Status, Priority, Type, Sender, Project or Accountable.

Filter the tableCopy Anchor Link

Filters work in the All view only. Saved views such as Unassigned are already defined, and the table shows a note such as Showing the "unassigned" view · switch to All to filter.

1. Click the All tab.
2. Open the filters and add conditions on fields such as Date, Mail No, Status, Priority, Type, Due Date, Accountable, Sender, Responsible, Description, Remarks, Attachments, Added User, Created At, Modified User or Updated At.

Log new mailCopy Anchor Link

To log several items at once, click + Add New Mail to add another card to the same form. Click Remove Mail to drop a card.

When you save, Cooper:

1. Runs your routing rules on any fields you left blank. If a rule matched, the confirmation says Routed by and the rule's name.
2. Sets the status to Assigned if the item now has an owner.
3. Notifies every person on the RACI — for example You are accountable for mail MAIL-2026-10-0007 … with the action and due date.

Assign mail to an ownerCopy Anchor Link

Assigning is the explicit hand-off. It sets the RACI, moves the item from Received to Assigned, and notifies the people you pick.

Open and edit a mail itemCopy Anchor Link

1. Open the row's ⋯ menu and click View.
2. The item opens with its addressee as the title and a status line.

The status line shows Owned, or No owner — nobody has been told about this letter in red. It also shows when the item was received, assigned, last touched, completed or escalated, and which routing rule routed it (Routed by …).

From here you can:

• Edit fields in place: Date, Sender, Mail No., In-Charge, Team, Project, Entity, Action, Accountable, Responsible, Consulted, Informed, Remarks and Description.
• Add or remove attachments.
• Click Save changes to save your edits. The item must have at least one attachment.
• Click Assign / Reassign, Complete, Escalate or Create Task.

To edit with the full form instead, open the row's ⋯ menu and click Edit. To edit several items at once, tick their checkboxes, open the menu at the top of the checkbox column and click Edit.

Mark mail completedCopy Anchor Link

1. Open the row's ⋯ menu and click Complete, or click Complete in the open item.
2. In What was done?, describe the outcome — for example "Paid 8/25 via VPR-123" or "Check deposited". This is optional.
3. Click Mark completed.

The status becomes Completed and the Accountable and Informed people are told. Complete isn't offered for items that are already completed.

Escalate mailCopy Anchor Link

Escalate an item when it needs attention now — for example a final notice inside its response window.

1. Open the row's ⋯ menu and click Escalate, or click Escalate in the open item.
2. In Why is this being escalated?, give a reason, such as "Final notice — 10-day window, nobody has responded". This is optional.
3. Click Escalate.

The status becomes Escalated. Everyone on the RACI, the mail supervisor and the person who logged the item are notified. The item appears under Escalated.

Create a task from mailCopy Anchor Link

1. Open the row's ⋯ menu and click Create Task, or click Create Task in the open item.
2. The Create Task from Mail form opens with the item's project and RACI people already filled in.
3. Complete the task details and save.

Cooper confirms with Task created from mail item and links the task to the mail item. The Mail No. column then shows the Task linked icon.

Delete mailCopy Anchor Link

• One item: open the row's ⋯ menu, click Delete, and confirm.
• Several items: tick their checkboxes, open the menu at the top of the checkbox column, click Delete, and confirm.

Set up routing rulesCopy Anchor Link

Routing rules decide who a letter belongs to the moment it's logged. Without rules, every new item starts with no owner until someone assigns it.

How rules work:

• Rules run in Order, lowest first. The first matching rule wins; later rules are ignored.
• Rules only fill fields the person logging the item left blank. They never overwrite an owner, entity, action or due date someone chose. A Priority of Medium counts as blank, so a rule can raise it.
• Due in (days) sets the due date to the received date plus that many days.
• Each rule in the list shows its order, name, a When: and Then: summary, and how many times it has matched (matched N×).
• Use the switch on a rule to turn it on or off, the pencil to edit it, and the bin to delete it.
• Rules apply to mail logged after you save them. They don't change existing items.

Add a catch-all rule (mail supervisor)Copy Anchor Link

A catch-all rule makes sure no item is ever logged without an owner.

1. Click Routing rules.
2. If you see No catch-all rule. Mail that matches nothing is created without an owner., click Add a default owner. Cooper starts a rule named Default owner (catch-all) with order 999.
3. Leave every When field empty. Under Then, choose the Accountable person — your mail supervisor.
4. Click Save rule.

The catch-all rule shows a catch-all badge and When: Everything not matched above. Its Accountable person is your company's mail supervisor, who also gets the daily unowned-mail digest and escalation notices.

Daily reminders and automatic escalationCopy Anchor Link

Once a day, at 13:00 UTC (9 a.m. US Eastern daylight time), Cooper checks the Mail register:

Notifications arrive in Cooper and by email.

An administrator can change these settings in Settings → Organization → Notifications, under Mail that is slipping. It's on by default. The options are:

These options change the reminders only. The Aging card and view always use 48 hours and 5 days.

Fields referenceCopy Anchor Link

Add Mail Sorter form

Assign panel

Routing rule

PermissionsCopy Anchor Link

Access to Mail is controlled by the Mail permission on your role.

People you put on an item's RACI need Mail — Read to open the item from their notification.

The same Mail permission also controls whether AI agents can use the email and mail tools on your behalf (see For AI agents).

Tips and best practicesCopy Anchor Link

• Add a catch-all rule first. It guarantees every item is born with an owner, and it defines your mail supervisor.
• Write a description. Keywords in routing rules search the description and remarks, so "Final notice — sales tax" routes far better than a blank description.
• Always attach the scan. People assigned the item can then act without walking to the mail tray.
• Give statutory mail a real due date. Tax demands, court papers and final notices should have High or Urgent priority and an actual due date. Overdue mail escalates automatically.
• Close the loop. Use Complete with a short outcome ("Paid via VPR-123") instead of leaving items in Received.
• Use My mail daily. It's your personal list of open items you're part of.

TroubleshootingCopy Anchor Link

For AI agentsCopy Anchor Link

Agents work with the Mail register through the CooperBuild MCP server. Both tools need the user to have the Mail permission; write actions need Mail — Write. The mailSorter prompt ("Mail Triage") walks through the triage loop below.

Key rules:

• People can be passed as Human IDs or as { name: "Full Name" }.
• Assigning notifies the people. Don't also send them an email about it.
• A rule with an empty match block is the catch-all. Its apply.accountableId is the mail supervisor. Put it last (for example order: 999).
• apply_rules is only available to agents. In the app, rules apply when mail is logged.
• Statutory items (final notices, court, tax demands): set priority: "high", a real dueDate, and escalate if already inside the response window.
• Report counts (assigned, escalated, still unowned) rather than the full contents of each letter.

Valid values:

Common errors:

The email tools email_inbox_browse, email_inbox_manage and comm_send_email belong to Inbox, not to this register, even though they share the Mail permission.

RelatedCopy Anchor Link

• Inbox — your own Gmail or Outlook email. Not the company Mail register.
• Organizations — senders you can pick when logging mail.
• Humans — the people you put on a mail item's RACI.
• Teams — the team that handles a mail item.