The application is designed to integrate with a mailbox and email server, connection to send and read/receive emails via IMAP and SMTP.
Outgoing email from the application will include a reference number or Subject Tag, which can include a string/text along with a sequential number the system associates with the activity for a customer.
Incoming email that includes this subject tag/reference number will be automatically associated with the customer and will appear as unread email for the customer's assigned user.
Any incoming email that did not originate from SARA or missing this subject tag/reference number, will appear as unfiled email and will also appear on the HOME screen for all users as the Mail Not Filed tile.
There are several options for managing these incoming and not filed emails (options found: Admin > Settings & Utilities > Site Options - Mail Settings):
Auto Assign Unfiled Emails:
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Incoming emails will auto assign to the customer that has a contact with the same email address as the from email address
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The incoming email will only auto assign if only one contact with the from email address is found
Create follow-up for incoming/received emails that are associated with a customer:
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Schedule follow-up option selected
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Follow-up date set for today's date, no time
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Follow-up and unread email assigned to customer's assigned user
How to File/Manage the Mail Not Filed tile on HOME screen:
Click on the Mail Not Filed tile on HOME screen to view all unassigned emails (redirected automatically to: Inquiries by user > Mail - Not Filed)
Click the Assign button on the email row to view and assign the email to the customer/user
The Assign Messages window will open with 2 tabs, View Email (default tab) and Activities
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Review the view email tab and info on the email to determine the customer account to assign the email
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Using the customer search (Begin Type Customer Name or ID), search and select the appropriate customer for the email assignment
Once selected, the window will default to the Activities window:
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Create a new issue/communication (with option to set a follow-up)
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Create and edit a new issue/communication or associate to an existing - this options will re-direct to the customer Account Detail to edit the issue/communication prior to saving (with option to set a follow-up), MUST go to email tab and mark email as UNREAD
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Associate with existing issue/communication (with option to set follow-up)