Saving Emails in Salesforce via SmartCloud Connect: An Overview¶
The basis of SmartCloud Connect functioning is carrying out special interactions between MS Exchange/Office 365 or Google mail/calendar and Salesforce through data transfer and synchronization between their matching objects’ fields. One of the key features of SmartCloud Connect is saving (sharing) emails/events as records in Salesforce and modifying them directly via the Sidebar. This article provides a detailed overview of the mechanisms involved in saving email messages in Salesforce.
Primary Email Processing
An email received or sent in MS Exchange/Office 365 or Gmail consists of the following elements: the sender’s email address, the recipients’ email addresses (the To, CC, and BCC lines), the date and time of sending, the email’s subject line, message body and its formatting , the sender’s signature, and the files attached to the email. When SmartCloud Connect for Salesforce processes a message opened in MS Outlook, it obtains all this data from MS Exchange/Gmail and based on the email address determines whether the message is internal/blacklisted from Salesforce synchronization and finds in Salesforce the records related to it based on the senders’ and recipients’ addresses extracted. Please refer to this article to learn more about these filtering mechanisms.
Emails classified as internal/blacklisted (see the article linked above) are not saved in Salesforce automatically and besides the Save button in SmartCloud Connect Sidebar is disabled for them. When such message is opened, to indicate why the message cannot be saved in Salesforce there appears a notification under Smart Actions > More… > Observations “Some not important emails were filtered:” with the list of internal or blacklisted email addresses the message contains.
Please refer to this article to learn how to save such emails in Salesforce without removing their addresses/domains from the blacklist.
If the message’s full addresses list contains at least one non-internal/blacklisted email address, the message will be saveable in Salesforce as an absolutely new record or as one linked to associated existing records.
“Under the hood” mechanisms and special patterns applied on Emails saving¶
1. When a message is opened in SmartCloud Connect, the Add-In/Chrome Extension retrieves the described above message elements from MS Exchange/Gmail. Besides the email addresses, useful data from the message’s signature (name, surname, position, phone number, company name and website address, etc.) as well as email addresses, links, or phone numbers contained in message body are extracted and used to search for related records in the next step.
2. Next, Related records search in Salesforce is performed to determine if there has been previous communication (that is, saved Salesforce records) related to message sender/recipients and other contact data found in the message. Furthermore, at this step SmartCloud Connect obtains relevant contextual information about the message to be displayed in the Sidebar and put in prefilled record fields, if related records are found.
3. SmartCloud Connect synchronization handles emails located in Inbox, Sent and the custom Salesforce folders of MS Outlook, it will not process messages assigned the Salesforce category but located in other folders.
4. Unlike sharing of calendar items, emails sharing and auto-sharing is always a one-way MS Exchange/Gmail → Salesforce process; sharing of an individual email is only performed once, unless you delete its matching entry in Salesforce, and its content is not synchronized in any way in the future. For example, if you modify a Task/Email message Salesforce object based on an email message, these changes do not get down-synchronized to your MS Exchange/Office 365 or Gmail and remain in Salesforce.
5. Emails which do not get auto-shared when the corresponding Sync setting is on:
- Internal emails
- Emails from/to addresses/domains blacklisted from syncing on the Org level or individual level
- Emails placed into any other folders of your email client but Inbox, Sent, or the custom Salesforce Emails one
- Service emails (see below)
6. The Add-In/Chrome Extension does not work with Service emails
Service email messages cannot be shared in Salesforce or processed in any way so the Add-In/Chrome Extension cannot be opened for the following kinds of emails:
- MS Outlook message read receipts
- MS Outlook calendar item acceptance/declining/update notifications
- MS Outlook delivery failure notifications
When an email of this kind is selected in MS Outlook/Office 365, the Open SmartCloud Connect icon and related icons are greyed out in SmartCloud Connect cloud/web implementation; the Sidebar is automatically closed for such emails in SmartCloud Connect desktop/MSI implementation.
Finally, in the latest SmartCloud Connect updates there is a new special synchronization setting available on request that enables only outbound emails to be autoshared in Salesforce - note that with this setting enabled any other emails can be shared in Salesforce as well, using the Save button.
SmartCloud Connect can also be used to share emails from a Shared Outlook mailbox.
The Magic Anchor feature (used to integrate emails sent from Salesforce)¶
In addition, SmartCloud Connect can be configured to auto-link replies to emails you send from Salesforce to a single relevant Contact or Lead - only when the item is handled by sync. Contact us if emails sending from Salesforce is often used in your Org and you want to have the recipients’ replies linked to a single relevant Contact / Lead. Note this feature is available only for Enterprise customers.
Linking a shared email to a Contact and a Support Case at the same time¶
SCC can link shared emails to both Salesforce Contact and Support Case you specify in the Save this email to Salesforce dialog; however, please note there is a prerequisite in Salesforce configuration required to do that:
- Make sure that Salesforce Email-to-Case is enabled in your Org
- Salesforce setting Enable Email Drafts for Cases must be enabled as well. Refer to this Salesforce help article to learn how to do that.
Please proceed to the next section of this article to learn how to save an email in Salesforce from SmartCloud Connect:
Also refer to this article for detailed information on how MS Outlook/Exchange Email and Salesforce Task/Email message fields are matched when an email message is shared in Salesforce via SmartCloud Connect.