How to Use File Intake

What Is File Intake?

File Intake is Origin's centralized system for receiving, categorizing, and routing incoming files. Whether a document arrives through physical mail, email, or a Zendesk ticket, File Intake ensures it is classified correctly and delivered to the right team for action.

Origin serves as the single source of truth for all incoming files. There is no need to visit external portals or rely on separate email notifications—everything is managed inside the platform.

Key Concepts

File Sources

Every file that enters Origin has a source that indicates how it was received:

• Mail – Physical mail scanned and ingested through the Stable integration. These arrive automatically and are categorized in near real-time by AI.
• Email – Files forwarded from email correspondence.
• Other – Files uploaded manually or received through another channel (e.g., a Zendesk ticket).

Intake Statuses

Each file moves through a series of statuses as it is processed:

• Not Started – The file has not yet been categorized.
• Started – The file has been categorized (category, subcategory, and unit are assigned), but the responsible operator has not yet been notified.
• Completed – The file has been categorized and the appropriate operator has been notified via an internal task.

Categories and Subcategories

Files are organized into a two-level hierarchy of categories and subcategories (for example, the category “HOA” might contain subcategories like “HOA Liens” or “HOA Violations”). You can view the full list of active categories by clicking the Learn More link at the top of the File Intake page.

Sender Information

When available, File Intake captures details about who sent the document:

• Sender Name – The name of the person or organization that sent the file.
• Sender Type – One of: Client, Vendor, Resident, HOA, or Other.
• Sender Address – The return address on the mail piece, if applicable.

Navigating the File Intake Page

The File Intake page provides a search bar and a set of filters at the top of the list. You can narrow the view by:

• Category and subcategory
• Intake status
• Source (Mail, Email, Other)
• Portfolio, market, or specific unit
• Date range

You can also use the search bar to find files by filename, property address, tracking number, or Stable mail-item URL.

How Files Are Processed

Automatic Intake (Stable Mail)

When physical mail is scanned by Stable, Origin automatically:

1. Creates a new file record with the scanned document attached.
2. Sends the document to an AI service that reads the contents and determines the category, subcategory, associated unit, tracking number, and sender details.
3. Updates the file with the AI results and renames it to follow the standard naming convention: UnitAddress_Category_Subcategory.ext.
4. Once an internal task is generated for the assigned team, the file moves to Completed status.

If the AI cannot determine the unit, the file will still be categorized but will remain in Started status for a mail coordinator to review and assign manually.

Manual Upload

To add a file manually:

1. Click the Add File button on the File Intake page.
2. Select the file you want to upload.
3. Choose the appropriate category and subcategory.
4. Assign one or more units.
5. Fill in any additional details such as source, sender name, sender type, and tracking number.
6. For best practice, rename the file to follow the format: UnitAddress_Category_Subcategory.
7. Click Save.

After saving, the system automatically creates an internal task and notifies the appropriate team. You do not need to manually mark the file as completed—the system handles that when the task is created.

Editing a File

You can update any file's details from the File Intake page. Common edits include:

• Changing the category or subcategory
• Assigning or reassigning the unit
• Updating sender information
• Changing the source or reference URL
• Renaming the file

If the AI categorized a file and you change the category, subcategory, or unit, Origin sends correction feedback to the AI so it can learn from the adjustment over time.

Correcting a Miscategorized File

If a file has been categorized incorrectly:

1. Navigate to the file on the File Intake page.
2. Change the category and subcategory to Others > Others.
3. The mail coordinator will review the file and route it to the correct category.

Deleting a File

If a file was uploaded in error, you can delete it from the File Intake page. Deleting a file soft-deletes the record (it can be recovered if needed). If the deleted file was the only file associated with its underlying document, the document is also removed.

Notifications and Tasks

File Intake relies on Origin's internal task system for notifications. When a file is categorized and assigned to a unit, a task is automatically created and assigned to the appropriate team. You can rely on task notifications within Origin rather than monitoring external email inboxes.

Frequently Asked Questions

Does the AR team still have access to Stable and ECM?

Yes. The Accounts Receivable team retains access to Stable and ECM for deposit purposes. However, all file routing and categorization now happens in Origin.

What happens if a file matches multiple units?

If the AI identifies multiple matching units (for example, an HOA notice that applies to several properties), Origin creates a separate file record for each unit—one primary and the rest as secondary copies—so every relevant team is notified.

What is the standard file naming convention?

Files are automatically renamed to: UnitAddress_Category_Subcategory.extension. When uploading manually, follow this same convention for consistency.