Working with Emails

Emails are fetched by cron (in the background) every few minutes (period can specified by Administrator). You can see all your emails at Emails tab. There are standard folders Inbox, Sent, Draft emails at the left side.

Status field:

• Sent – was sent via CRM
• Archived – fetched from IMAP account or archived manually
• Draft – email was created as a draft

When a new email comes, the system tries to recognize which record this email belongs to. It can link it with Account, Lead, Opportunity, Case, etc. If it wasn't recognized, then user can link it manually by filling in Parent field.

If an email came from a new potential client, user can convert it to Lead (from the top-right menu).

It's possible to create a Task or Case from an email record (from the top-right menu).

If email addresses (from, to, cc) of the email record are known to the system, it will show the person they are related to (Contact, Lead, User etc). If some email address is new, you can create contact right from there.

All emails related to specific record are shown in History panel of that record. If some email is related, for example, to opportunity but opportunity is related to the account, it will be shown both in opportunity and account.

When removing an email it gets removed from the system entirely, so that it will disappear from their Inbox. To prevent this, use Move to Trash. Administrator may not grant delete access for users to prevent losing emails.

On the list view it's possible to drag & drop emails into folders by dragging by a subject link.

Users can create their personal email folders to put some emails in for convenience. To create or edit folders follow: the Emails list view > dropdown in the top-right corner > Folders. Skip Notification means that you won't be notified about incoming emails that get to the specific folder. By utilizing Email Filters it's possible to put emails in folders automatically by specific criteria.

Administrators can create global email filters to skip undesirable emails. They are available at Administration > Email Filters.
Regular users can create email filters for their Personal Email Accounts or for their entire inbox. They are available at Emails > dropdown in top-right corner > Filters.

There are two types of filters:

• Skip – email will be put in Trash or not imported if filter is related to Personal Email Account;
• Put in Folder – imported emails will be put into specified user's folder automatically.