Storing external emails on Salesforce against the right record

Steps to make sure all the emails get stored 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., sales@yourcompany.com) 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 sales@yourcompany.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 sales@yourcompany.com so that any reply comes back in the same way as above. They can also CC or BCC sales@yourcompany.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 sales@yourcompany.com when outbound email has the From address of sales@yourcompany.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 support@ortooapps.com.

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