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Capturing emails for an queue RRS feed

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    Hi,

    I have a query. If I have a queue containing an email address and I sent an email to that address. Would the email be captured into the CRM queue automatically as soon as it hits the mailbox or would it need to be tracked before it is captured into the queue?

    Thanks

    Mandeep

    Thursday, February 14, 2013 12:19 PM

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    Hi PadanM,

    I believe you have to configure the queue to use the e-mail router for e-mail tracking. Set the settings for Incoming E-mail to "All" so every e-mail sent towards that mail adress will be tracked as a e-mail activity in CRM.

    The other option is to define the e-mail adress as a Forward Mailbox in the E-mail Router configuration. Then CRM will automatically create e-mail activities for the received e-mails in CRM and delete the e-mail from that mailbox (unless stated it should keep the e-mail).

    Kind regards,

    Jeroen de Wit

    • Proposed as answer by Jeroen de Wit Thursday, February 14, 2013 1:07 PM
    • Marked as answer by PadanM Monday, February 25, 2013 12:18 PM
    Thursday, February 14, 2013 1:06 PM

All replies

  • Question
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    0
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    Hi PadanM,

    I believe you have to configure the queue to use the e-mail router for e-mail tracking. Set the settings for Incoming E-mail to "All" so every e-mail sent towards that mail adress will be tracked as a e-mail activity in CRM.

    The other option is to define the e-mail adress as a Forward Mailbox in the E-mail Router configuration. Then CRM will automatically create e-mail activities for the received e-mails in CRM and delete the e-mail from that mailbox (unless stated it should keep the e-mail).

    Kind regards,

    Jeroen de Wit

    • Proposed as answer by Jeroen de Wit Thursday, February 14, 2013 1:07 PM
    • Marked as answer by PadanM Monday, February 25, 2013 12:18 PM
    Thursday, February 14, 2013 1:06 PM
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    Hi,

    When I send an email to that emaill address for the queue it is not making its waying into the CRM queue. Email router has been used and also All emails selected.

    However when other emails are included to this address and those are tracked it makes its way into the queue?

    Does the email need to be tracked to make it to the queue or does it automatically get promoted once it hits the mailbox.

    Thanks

    Mandeep

    Thursday, February 14, 2013 1:21 PM