Working with the Communications template

When the default Communications template is used for Email Management, all emails sent to the default mailbox are filed in the Sage CRM database as communications and all corresponding email attachments are filed in the CRM Library tab.

When an email is received in the specified mailbox, the email database table is checked for all people associated with the email address. If only one person is associated with the email address (even if it's a private and business type), a communication is created for that person, and it's also associated with the Sage CRM user. If an associated person cannot be found or if multiple people are associated with the address, the email database table is checked for an associated company. A communication is created for the company and it's also associated with the Sage CRM user.

Outbound email

For each outbound email, a communication is created with a communication link to each recipient in the Sage CRM database. If no match is found, the email is saved as a completed communication against the Sage CRM user only. The sender must be a valid Sage CRM user with an email address in the Sage CRM database, and the specified Mail Manager Server Filing Address must be in the BCC field.

When the email is successfully sent, the customer receives the email, a communication is recorded in Sage CRM, and the email handling details are added to the log file. Depending on the polling interval that you've configured in Advanced Email Management Server Options, the communication might not appear in Sage CRM immediately.

Inbound email

For emails received by users and forwarded to the Mail Manager Server Filing Address, this email address must be the only address in the To field. The original sender's email address must be the first email address contained in the body of the email that's forwarded to the mailbox. Email Management recognizes the first address in the body as the original sender's address and files the email with this customer record. A communication record is created against the customer record containing details of the email forwarded from the Sage CRM User.

Attachments to emails

Attachments to emails are stored with the communication record created when Email Management filed the inbound or outbound email.

For information about using Email Management, see Filing Inbound and Outbound Emails in the User Help.