Gordon Welling
Admin Group
Manager Technnical Support Services
Joined: 11-December-2003
Location: Canada
Posts: 550
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| Posted: 01-August-2008 at 10:46am
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Question from a customer: I have a question about Riva SmartConvert Drop Folders. If e-mails come in through GroupWise, and we use the SmartConvert Drop folder, will the email be copied to the name of the "From" sender in the CRM? We want to make
sure that when we have an e-mail that comes from GroupWise that our CRM knows
the original sender and can put it in with the proper contact.
Answer: Yes, that's how the SmartConvert To ... folders work for Cases, Quotes,
Opportunities and Emails. If the contacts and/or accounts that are in the To:,
CC:, From:, and BCC fields exist, Riva associates the email with all of the To:,
CC:, From: and BCC: fields. If the contacts and/or accounts don't exist, it
will go through the automated creation process. The account(s) will be created, the contact(s) will be created and the email/opportunity/quote/case will be created.
It's quite straight
forward for received emails. The user choose s between the "Right-click
and drag, link to" option or the "Click-and-drag, move to" option.
Right-click-and-drag "Link to" leaves a copy of the email in the GroupWise account. Click-and-drag
moves the email from the mailbox to the convert folder. After the email is
converted, it is removed from the convert folder.
With emails that you
send to a contact that you want to include as an archived CRM email, include
yourself as a BC:. Then, click-and-drag the email from your mailbox into the
SmartConvert To ... Email drop folder. You're done. Another option is to open
your Sent Items and Right-click-and-drag to the email drop folder and select
Link to.
To view an On-demand demonstration of the SmartConvert Drop Folder functionality, go to: http://www.omni-ts.com/quicktours/
Edited by Aldo Zanoni on 01-August-2008 at 11:02am
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Omni Web Forum : GroupWise Collaboration Integration Engine (Riva) : Riva CRM Integration for GroupWise ~ Enterprise Edition
Topic: How SmartConvert links email to accounts
