A matter looks incomplete or is missing email

If a matter looks emptier than you expect, or a message you know about is not there, it is almost always one of a few ordinary reasons — not a failure. Here is how to tell which, and what to do.

It may still be building

Cedent assembles a matter from your email and documents, and that is not instant — especially when there is a backlog to work through or documents to read. A matter can look thin at first and fill in over the next while.

What to do: Check the progress indicators on the matter — for example “Pulling emails from your inbox…” or “Building your summary…”. If Cedent is still working, give it a little time.

The message may be waiting in triage

Cedent does not file low-confidence email automatically. If a message was ambiguous — your firm was only CC’d, only one party’s name matched, or a shared vendor appeared across several cases — it is sitting in your triage inbox rather than on the matter.

What to do: Open your triage inbox and file the message to the matter. It will be read in and its facts added.

The source may simply not be in the matter yet

The synopsis and timeline only reflect what Cedent has seen. A missing fact usually means the email or document carrying it has not been filed to the matter.

What to do: File the source — from triage, or by moving an email that landed on the wrong matter — and the missing detail comes in.

Completeness is a map, not an error

A low completeness number on a matter is not a malfunction. It marks the sections where Cedent has not yet seen the information that fills them. As the relevant mail and documents arrive, the number climbs on its own.

When something is genuinely wrong

If a matter is well past building and a message you filed still is not reflected, check that it was filed to this matter and not another, and that it is not in triage. If the picture still does not add up, the matter chat can help you find what Cedent has and has not seen.