One shared view for every client referral.

Referrals, document requests and follow-ups used to live in scattered email threads. This system gives the reception and language teams a single, quiet view of where each client is — and what's holding them up. Behind it, an AI intake agent works each new referral the moment it lands: tagging it, screening it, and chasing what's missing — while a person stays in control of every decision.

Open the portal See how it works SIGN IN WITH MICROSOFT 365
Today's queueReception view
18 active · 3 need attention
Aziza R.
REF-2041 · INTAKE
Waiting on ID copy
3d
Minh Tran
REF-2040 · REVIEW
Language assessment
1d
Oksana P.
REF-2039 · NEW
Newly referred
4h
Samuel O.
REF-2038 · DONE
Placement confirmed
—
Referrals this month
142
Avg. time to placement
6.2 days
Reminders drafted by the agent
37
Stalled > 7 days
4
In brief

Challenge, approach, outcome.

01

Challenge

Referrals lived in scattered email threads across Reception, Settlement and Language. No one had a single view of where a client was or what was holding them up — so staff lost hours chasing documents, re-asking the same questions, and re-searching old inboxes.

02

Approach

One shared referral system with an AI intake agent, built on top of the tools they already use — Microsoft 365, SharePoint and Outlook. The agent tags each referral, screens eligibility, and drafts the reminders for what's missing; a person stays in control of every decision. No migration, no new logins to manage.

03

Outcome

Every client on one shared timeline, reminders drafted automatically, and nothing stalling forgotten in an inbox — hours of coordination handed back to the team each week. A human still approves the judgment calls, and the data stays in Canada.

Why it exists

From email threads to a shared line of sight.

Before · in the inbox

"I think reception already sent her ID… let me search 'Aziza' again."

After · in the referral system

One client, one timeline, visible to every team — and an agent keeping it moving.

NewReferred by Settlement (Nora K.)Mon · 09:14
AgentAuto-tagged and screened eligibility → eligibleMon · 09:14
IntakeAssigned to Language · Leila A.Mon · 10:02
AgentFlagged missing: ID copy, proof of addressTue · 11:02
AgentDrafted the Outlook reminder — waiting for you to sendFri · 10:22
ReceivedID copy uploaded from the SharePoint folderMon · 08:41
The AI intake agent

An agent does the busywork. A person makes the calls.

Behind the calm queue, an AI intake agent works every new referral the moment it lands — so the team isn't the one sorting and copying between systems. It only stops for a person when a referral genuinely needs a decision.

STEP 01
Reads & tags
Reads each new referral, tags it, and screens eligibility against the rules — before anyone opens their inbox.
Agent
STEP 02
Chases what's missing
Checks which documents are still outstanding in SharePoint and drafts the Outlook reminder that names them — ready for you to send.
Agent
STEP 03
Keeps it moving
As documents arrive, it advances each client through the stages — so nothing stalls, forgotten, in someone's inbox.
Agent
STEP 04
Escalates the calls
An eligibility edge case, a claimant, a hold — when a referral needs real judgment, it stops and asks a person. You decide.
You
The referral lifecycle

Eight calm stages. No colour chaos.

01
New
A referral has just landed from reception or settlement. Unassigned.
Agent · auto-tagged
02
Assigned
An owner on the language team has picked it up and started intake.
Intake
03
Waiting
Something is missing — ID, proof of address, consent form, interpreter pref.
Agent can remind
04
Follow-up
A reminder has been drafted or sent. Waiting on reception to respond.
Outlook draft
05
Received
All required documents are in. Ready to be scheduled for assessment.
Ready
06
Review
Assessment in progress. Notes accumulate on the client record.
In progress
07
Placed
Client matched to a program and placement confirmed.
Complete
08
On hold
Blocked externally — e.g. awaiting referral partner or translator.
Blocked
Two things it does well

The agent's reminders. Connected documents.

The agent · reminders

The reminder knows what's missing.

The agent reads the client's current checklist, picks the right recipient, and drafts an Outlook email that names the specific items still outstanding. You confirm before anything goes out — nothing sends on its own.

Reminder preview · Aziza R.Outlook draft
Follow-up — Documents still needed for Aziza R. (REF-2041)
To: reception@org · Cc: settlement-leads
Hi Nora — three items are still outstanding for Aziza's intake. Could you follow up with her when you get a moment?
  • Copy of government-issued IDMISSING
  • Proof of current addressMISSING
  • Signed interpreter consent formMISSING
Microsoft · SharePoint · Graph

Lives inside your Microsoft 365.

Sign in with a Microsoft 365 account. Documents pull from existing SharePoint folders, reminders go out through Outlook on your behalf, and roles come from the directory — no parallel user system to maintain.

Client folder · Aziza R.● Synced from SharePoint
PDFIntake form — signed.pdfMon · 08:41
IMGID copy.jpgMon · 08:42
DOCAssessment notes.docxTue · 14:05
—Proof of addressNot yet uploaded
Architecture at a glance

Designed to sit inside Microsoft 365.

ENTRA ID
Sign in with M365
Single sign-on via Microsoft Entra. Each person's role is resolved from the directory — Reception, Settlement, Language, Coordinator.
Auth
GRAPH API
Outlook drafts on your behalf
The agent's reminders become Outlook drafts via Microsoft Graph. You approve; they send from your own mailbox as a threaded reply.
Mail
SHAREPOINT
Documents stay where they are
Client files mirror the existing SharePoint library. The portal references them; it doesn't duplicate. Data stays in Canada.
Docs
The portal

A calm workspace for the whole queue.

Click any row to open the client and see what the agent has done. Click Remind to see the reminder the agent drafted. The filter chips work too.
AI intake agent · working
All 8 New 1 Assigned 1 Waiting 2 Review 1 Received 1 Placed 1 On hold 1
#
Client
Stage
Missing
Owner
Last
Action