Storing external emails on Salesforce against the right record
Please see the following common use-case and steps to make sure all the emails get stored on Salesforce against the right record, even when using external (non Salesforce) email clients e.g., Outlook and Gmail etc.
- Users will send an email via Salesforce/e2a
Make sure the "From" email address (e.g., firstname.lastname@example.org) is the one that is redirected into Salesforce/e2a (as well as to Outlook of the relevant Users), so the reply will go back into Salesforce/e2a. Please see the following pages for more details on how to set up a redirection rule and set up any Org Wide email address to use as "From" address:
- Users will get a reply in Outlook
When Users will get a reply on email@example.com (From email address), this will redirect a copy going to Outlook as well as a copy to Salesforce to be processed by e2a (which will attach to the right record)
- Users will respond in Outlook
When Users will reply, they should set their "From" email address to be firstname.lastname@example.org so that any reply comes back in the same way as above. They can also CC or BCC email@example.com so a copy goes into Salesforce/e2a. Alternatively to CC or BCC, a rule can be set up on their mailbox (or whole email server for all mailboxes) to redirect a copy to firstname.lastname@example.org when outbound email has the From address of email@example.com.
If you have a different use-case than the one explained above and/or need help in the email set up and e2a configuration, please feel free to contact us at firstname.lastname@example.org.
★★★★★ - EXCELLENT
★★★★☆ - GOOD
★★★☆☆ - OK
★★☆☆☆ - POOR
★☆☆☆☆ - RUBBISH