Save emails to your Account Activities
Two-way MailSync™ Email Synchronisation allows your CRM system to automatically capture emails to and from your Contacts and store them in your Activities.
By communicating directly with your mail server, no local software needs to be installed and you can continue to use the email client(s) of your choice. MailSync can be used with Microsoft Outlook, IBM Notes, Blackberry, PDAs and web mail services such as Hotmail and Google Mail.
The MailSync™ module is available for a monthly charge in the Premium Edition CRM and included in Enterprise Editions. Pricing and Options.
How MailSync Works
MailSync™ email synchronisation collects incoming and outgoing emails from a dedicated CRM mailbox which is hosted by us and managed on your behalf. MailSync retrieves the emails from the CRM mailbox and matches them up to your Contacts and Users in the CRM system.
Incoming emails to your Users get into the CRM Mailbox by being carbon copied (cc’ed), or redirected there by your mail server. Outgoing emails from your Users get into the CRM mailbox by being blind carbon copied (bcc’ed) there, either automatically by the CRM system if you click on a Contact’s email address, or manually if you want to send an email directly from your email client e.g. Outlook.
For users of the Customer Service & Support module, the Case Id is automatically added to the Subject when the Contact’s email addresses is clicked in the CRM, and emails with the Case Id in the Subject are automatically matched to the Case as well as the Contact.
Setting up MailSync on your Mail Server
To switch on MailSync in your CRM system, in the Setup tab, go to Manage My Subscription. Click the checkbox for Email Synchronised and Save.
To create a CRM Mailbox, in the Setup tab, click on Setup MailSync. An unique MailSync email address will automatically be created in the format ‘email@example.com’.
Set-up “forwarding” on your existing email addresses, to the new address above. See below on how to do this.
Set-up Forwarding on your existing email addresses
You need to tell your mail server to carbon copy (cc), or redirect a copy of each email sent to each User, to the CRM mailbox. You only need to do this for each CRM User, or for those Users that you want to capture incoming emails to.
If you have a generic email address such as support@ or info@ then you might want to do the same for that email address as well, but be aware they will only be captured if the Contact is already in the CRM system.
Instead of setting up forwarding on your mail server you could set up a rule to do this in your email client, but this has two disadvantages: you have to set this up for each User on their email client; and emails will only be forwarded when the User is using their email client. If they are out of the office the emails will not be captured until the User downloads their own emails first.
- Login to your Gmail account (the one that is Set-up as a user on Really Simple Systems) and select the Cogs icon in the top right hand corner and select ‘Settings’
- From the top menu in the next screen, select ‘Forwarding and POP/IMAP’
- Then choose the button ‘Add a forwarding address’. Enter in your new email address from above, for example firstname.lastname@example.org, and click ‘Next’, and then ‘Proceed’ to confirm
- The verification code will be sent back to you to enter in to confirm the address
- You need to do that for all email addresses that you use within Manage Users in your CRM that you would like to track customer activity with. The CRM mailbox is checked every few minutes, and if it cannot match emails with contacts in your system, it will delete those emails.
Using Hotmail or Outlook.com
- Login to your Hotmail account via Outlook.com and select the Cogs icon in the top right hand corner and select ‘Options’
- In the next screen, select ‘Email Forwarding’
- Then choose ‘Forward your emails to the following email accounts’, and enter in your mailsync email address from above, for example email@example.com, into the box. Ensure you select the tick box ‘Keep a copy of forwarded messages in your Outlook.com inbox. Choose ‘Save’
- An email is then sent to your new gmail account to verify permission. Login to your new CRM email account and click the link in the email to confirm the request
- You need to do that for all email addresses that you use within ‘Manage Users’ in Really Simple Systems that you would like to track customer activity with. The CRM mailbox is checked every few minutes, and if it cannot match emails with contacts in your system, it will delete those emails
Setting up a CRM contact for bcc
If you will be sending emails directly from your mail client, you may want to set up a contact called “crm” with the CRM Mailbox email address so you can use that as a shortcut.
Sending Emails from your CRM
To send an email from the CRM system, click on that Contact’s email address and the link will automatically generate a bcc to the CRM Mailbox.
To send an email from your email client directly, bcc the email to the CRM Mailbox.
The email will be automatically matched to the correct Account when MailSync next checks the CRM Mailbox.
Emails received from Contacts in the CRM system, sent to Users in the CRM system, will be automatically matched to the correct Account when MailSync next checks the CRM Mailbox.
If you are using the Service & Support module, emails with a Case Id in the email Subject line will be matched to that Case in the CRM system. MailSync checks each email for a Case Id in the email Subject using the format “[#xxxx]”, where xxxx is the Case Id.
Clicking on a Contact’s email address from the Case page in the CRM system will automatically generate an email with the Case Id correctly formatted, as well as bcc’ed to the CRM Mailbox.
The names of attachments to emails are recorded on the Activity, but the documents themselves are not captured.
Sending Emails from the Marketing Module
If you are using the Marketing module, the Send Emails routine in Really Simple Marketing does not bcc emails to the CRM Mailbox. Instead it records them as being mailed in the Campaign Stage.
Matching Emails with Accounts
To determine which Account to match the email to, MailSync looks for the email address of one User in the To/From/CC/BCC fields, and the email address of one Contact. Users whose email addresses are also held as Contacts are ignored as Contacts for matching purposes.
Firewalls & Spam
As with sending emails, your mail server may be protected by a firewall that will need configuring to allow remote access. Check with your IT department. Because the email is matched to at least one User and a Contact in the CRM system, Spam emails will be ignored.
Bounces and Out of Office Messages
Out of Office message that are returned from a Contact will be recognised as valid emails and added to the CRM system. Bounced emails usually do not come back from the Contact’s email address, but from the Contact’s mail server or your own mail server. Bounced emails will therefore be ignored by MailSync.
Q. Why are incoming emails being picked up by the CRM system, but not ones I send?
A. You need to “bcc” the CRM mailbox when you send or reply to emails.
Q. Why was an email not picked up by the CRM system and in the system log it is shown as skipped?
A. To be picked up by the CRM system, an incoming email must be from a Contact in the CRM system and to a User, and an outgoing email must be from a User and to a Contact. The system matches on exact email addresses.
Q. Why when I sent an email to the CRM mailbox did the CRM system not pick it up?
A. Sending an email to the CRM mailbox doesn’t result in the email being picked up; the system needs to match the email to a Contact as well as a User.
Q. Can I use my own mail server to create a CRM mailbox?
A. Yes, in Setup MailSync click on the option to ‘Setup own MailServer’.