Sharing Emails in Salesforce - Function Overview

The basis of SmartCloud Connect functioning is carrying out special interactions between MS Exchange and Salesforce through data transfer and synchronization among Exchange emails/events, SmartCloud Connect records, and Salesforce objects. One of the key functions involved is saving (sharing) emails/events as records in Salesforce and modifying them. This article provides a detailed overview of the mechanisms used to save messages in Salesforce.

Primary Email Processing

An email received or sent in MS Outlook/Exchange 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 and 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.

Messages classified as internal/blacklisted (see the article linked above) aren’t 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, ObservationsSome 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.

Note

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.

The “under the hood” mechanisms which are involved in saving are described below:

1. When a message is opened in SmartCloud Connect, the Add-In retrieves the described above message elements from MS Exchange. Besides the email addresses, the 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.

The Add-In Does not Work with Service Emails

Please note that service email messages cannot be shared in Salesforce or processed in any way so the Add-In cannot be opened for the following kinds of emails:

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.

Please proceed to the next section of this article to learn how to save an email in Salesforce from SmartCloud Connect:
Saving Emails in Salesforce: 2. Ways to save an Email.