OpenText Cloud Fax - Glean Integration and Automation

Common Integration Use Cases Between OpenText Cloud Fax and Glean

1. Searchable access to faxed documents and related knowledge

Data flow: OpenText Cloud Fax → Glean

Inbound and outbound fax documents can be indexed in Glean so employees can search across fax content alongside emails, files, and other enterprise knowledge sources. This is especially useful for teams that still receive critical forms, authorizations, or notices by fax and need to quickly locate them without manually checking fax inboxes.

• Reduces time spent searching shared fax mailboxes
• Improves visibility into regulated communications
• Supports faster retrieval for legal, compliance, and operations teams

2. AI-assisted retrieval of faxed records for case and patient support

Data flow: OpenText Cloud Fax → Glean

When a customer service, claims, or care coordination team needs a faxed document, Glean can help users find the right record by searching document text, sender, recipient, date, and related context. This is valuable in healthcare, insurance, and public sector environments where fax remains a primary intake channel.

• Speeds up case handling and reduces back-and-forth between departments
• Helps staff identify the correct version of a faxed form or authorization
• Improves response times for time-sensitive requests

3. Centralized knowledge access for fax-based workflows

Data flow: OpenText Cloud Fax → Glean

Organizations can surface faxed policies, signed forms, purchase orders, or legal notices in Glean so business users can access them without relying on fax specialists. This creates a single search experience for teams that work across multiple systems and document types.

• Eliminates siloed access to fax archives
• Supports cross-functional teams such as HR, procurement, and legal
• Improves document reuse and audit readiness

4. Guided handling of fax-related procedures and SOPs

Data flow: OpenText Cloud Fax → Glean

Glean can index standard operating procedures, fax cover sheet templates, escalation rules, and compliance instructions related to fax processing. Employees can quickly find the correct process for sending sensitive documents, handling failed transmissions, or routing inbound faxes to the right team.

• Reduces process errors and inconsistent handling
• Shortens onboarding time for new staff
• Improves adherence to regulated communication procedures

5. Faster resolution of fax exceptions and delivery issues

Data flow: OpenText Cloud Fax → Glean

Support teams can use Glean to search historical fax failure logs, troubleshooting guides, and prior incident resolutions. This helps IT and operations teams diagnose recurring delivery issues, confirm recipient details, and identify the right remediation steps more quickly.

• Improves first-contact resolution for fax-related support cases
• Reduces dependency on specialized technical staff
• Creates a searchable knowledge base for recurring issues

6. Compliance and audit support for fax communications

Data flow: OpenText Cloud Fax → Glean

Glean can provide a searchable layer over fax transmission records, retention policies, and compliance documentation. Audit, legal, and compliance teams can quickly locate evidence of faxed communications, transmission confirmations, and handling procedures during reviews or investigations.

• Speeds up audit preparation and evidence collection
• Improves traceability of regulated communications
• Reduces manual effort in compliance reporting

7. Cross-team collaboration on fax-driven business processes

Data flow: Bi-directional, with OpenText Cloud Fax providing document events and Glean providing knowledge discovery

When faxed documents trigger downstream work, such as claims intake, referral processing, or contract review, Glean can help teams find the related instructions, owners, and historical context. OpenText Cloud Fax provides the document delivery layer, while Glean helps employees understand what to do next and who to involve.

• Improves coordination between operations, compliance, and business teams
• Reduces delays caused by unclear ownership or missing context
• Supports more consistent handling of fax-based workflows

8. Enterprise knowledge hub for fax-enabled departments

Data flow: OpenText Cloud Fax → Glean

Departments that rely heavily on fax, such as medical records, admissions, legal intake, or government services, can use Glean as a knowledge hub for fax-related documents, templates, policies, and historical cases. This gives employees a single place to search for the information they need to process faxed work efficiently.

• Improves productivity in fax-heavy departments
• Reduces duplicate document handling
• Supports better service delivery and internal responsiveness