When auto-filing is enabled, an email will go through 6 steps in sequential order to determine how it gets filed. This process, also known as the tree hierarchy, will always begin looking at the top of the tree and work its way down until it can no longer determine where to file the email and will finally place it in the "Mail Not Filed" tile. These steps are (Message-ID, Task Account Key, From: Address, To: Address, CC: Address, Domain Address then finally Mail Not Filed.) These steps will be covered more in-depth in the below paragraph.
1. Message-ID: A unique ID that is added to all emails that are sent out. This is assigned by your Mail Service, not Anytime Collect.
2. Task Account Key: This key is added in the subject line of emails sent out of SARA. You are able to copy-and-paste the subject line of an email sent out of SARA to get it to file.
3. From: Address: If the incoming email has an email address associated with an account in SARA, it should file. It will not file correctly if the customer is associated with multiple contacts. Exceptions to this are if the contact is referenced on different customers separated by different company IDs using their own individual Mail Settings.
4. To: Address: If the contact associated with an account is the first address in the To: Address, the system will file the email to the account associated with that address.
5. CC: Address: If the contact associated with an account is the first address in the CC: Address, the system will file the email to the account associated with that address.
6: Domain Address: If there is an existing contact with a company domain (@example.com), any incoming emails with that same domain will be filed with that customer. If more than one customer has the same domain it will not filter off this criteria. (Does not include @gmail,@outlook, etc.)
7: Mail Not Filed: If everything listed above fails, the email will default to the Mail Not Filed tile.