Mail Converter

Mail Converter adds the capability to scan your mailbox and take action on messages that match specified criteria. Only your Second CRM administrator has the access to the Mail Scanner through the Settings Page.

After setting up at least one rule, then you can scan the mailbox. As soon as scanning will be finished you can get changes according to the rules you have set for creating and updating Service Request or adding an e-mail for Account or Contacts.

Configure Mailbox

To Configure Mailbox:

  1. Click on the    icon at the top of page.
  2. On the left sidebar, click Automation> Mail Converter and the below screen will appear.
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  3. Click on Create Mailbox now and the below screen will appear where you can enter all information needed to set up Mail Converter.

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    Make sure that the Status field check box is checked (enabled) before saving the mailbox information. The scan will not be performed if the Status is not enabled.

    You can only configure up two mailboxes in Second CRM.

  4. Once done, click the Next button.

Select Folder

After mailbox setup you can select the folders which should be included when scanning the mail. You can exclude or include the folder by checking/un-checking the checkboxes as shown below.

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Setup Rules

After selecting the folders, you can setup one or multiple rules on a mailbox that helps you perform action on a mail, based on the criteria. Set up actions that you would like to perform on a mail as shown below.

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Rule criteria are evaluated as follows:

Table: Rule Criteria
Criteria Description
From Check for the input occurrence in the FROM field of the email
To Check for the input occurrence in the TO field of the email
Subject Compare the input with SUBJECT of email using one of the condition selected (Contains, Not Contains, Equals, Not Equals, Has Ticket Number, Begin, End, Regex)
Body Compare the input with BODY of email using one of the condition selected (Contains, Not Contains, Equals, Not Equals, Begin, End)
Match All Condition – All the input conditions should evaluate as true to take Action
Any Condition – At least one condition should evaluate as true to take Action

Once a successfully matching email is found, the action will be applied on it as follows:

Table: Action
Action Description
Create Ticket Creates a new trouble ticket record with the following:
Title = SUBJECT of email
Description = BODY of email
Attachments of email will be linked to the trouble ticket record
Lookup is made for existing Contact/Account based on FROM field of email and ticket is associated to matching record (if found)
Update Ticket Updates existing trouble ticket record with the following:
Comment = BODY of email
Lookup is made on existing trouble ticket based on FROM field of email and title or CRMID match. Preferable to select Regex as Subject and paste the following code Ticket Id[^:]?: ([0-9]+) in text area
Add to Contact[FROM] Lookup is made for existing Contact based on FROM field of email.
On success a new email record is created and is associated to matching record.
Add to Contact[TO] Lookup is made for existing Contact based on TO field of email.
On success a new email record is created and is associated to matching record.
Add to Account[FROM] Lookup is made for existing Account based on FROM field of email.
On success a new email record is created and is associated to matching record.
Add to Account[TO] Lookup is made for existing Account based on TO field of email.
On success a new email record is created and is associated to matching record.

If the email matches the conditions defined for a given rule, the remaining rules are not applied. You can change the priorities of your rules by dragging them to the desired location amongst other rules.

Once done, click FINISH and you will see a page as shown below:

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Second CRM is an award winning business automation solution, designed to make medium to large corporations more productive, by automating their business operations, using Internet and mobile technologies. Second CRM focuses on improving sales & marketing, customer support and operations.