Email and files did not match
Line to Take emails and SharePoint incident folders arrived with different structure and review timing.
ClientSwire Group
Swire Group turned incident updates into a reusable knowledge flow.
Flow2 connected Line to Take emails, SharePoint incident folders, AI summaries, knowledge-base publishing, and Excel trace IDs into one governed workflow.
The pain point
The team had the information. The risk was losing context between systems.
Line to Take emails and SharePoint incident files already carried useful response material. The challenge was turning changing incident updates into reliable knowledge records without losing source, status, or system ID context.
Active status mattered
Only active items should reach the knowledge base; inactive material still needed a clean internal note.
Trace IDs had to survive
Collection IDs and chunk IDs needed to return to Excel so every answer could be traced to the original incident row.
The Flow2 solution
Flow2 kept the three automation paths, but made the operating model understandable.
The build still uses three flows: email intake, incident upload, and direct chunk creation. The user-facing model is simpler: capture the update, clean it with AI, decide active vs reference, publish the useful record, then write the trace ID back.
Email becomes a logged note
AI structures the Line to Take email, creates a markdown note in SharePoint, and logs the record in Excel.
Incident rows are reviewed
Each row is cleaned, dated, classified active or inactive, and uploaded only when it should become live knowledge.
Chunks publish directly
Where the file handoff is unnecessary, the workflow creates UAT knowledge chunks and writes the chunk ID back to Excel.
The workflow, simplified into one visual system.
The chart keeps the technical build readable: two sources, one AI preparation lane, an active/reference gate, and three controlled outputs.
Hover or focus a node to see how the Swire Group knowledge workflow works.
The outcome
The result: knowledge records that are publishable and traceable.
Swire Group gets a cleaner path from incident material to knowledge-base content. The team can see what came in, how AI prepared it, whether it was published, and which Excel ID proves the source.
Cleaner intake
Email and SharePoint updates become structured records instead of repeated manual rewrites.
Controlled publishing
Active content can enter the knowledge base while inactive material stays as internal reference.
Visible audit trail
Collection IDs and chunk IDs keep every published answer connected to its source row.