Link a mailbox to a unit, so email links to client records
Link the mailbox to one unit, and every incoming email is linked to a record that matches the sender’s address, or a new record is created for it.
Before you start · for owners and managersThe Edit permission on the mailbox’s provider
- You need: The Edit permission on the mailbox’s provider
Steps
How email gets linked
For every incoming email, during the import and after it, the sender’s address is compared with every email field in the unit. Every matching record is linked to the email.
Matching is exact, so a difference in capital and small letters in the address can stop a match.
When a new record is created
If no record matches, a record is created with the sender’s address, their name (the display name, or what comes before the @) and the source “email”.
No record is created if the sender is the mailbox itself, if the conversation already created a record, or if the address is automated, such as noreply, no-reply, donotreply, notifications, mailer-daemon, postmaster, newsletter and bounce.
If something goes wrong
A real example
Maintenance requests arrive by email from new facility managers every week.
- The owner linked the “Maintenance” mailbox to the “Clients” unit.
Every new sender became a record with the source “email”, ready to assign.