Page Comparison

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This information is to be used as a guide for builders implementing the Framework ECM Inbox Solution.  This solution monitors incoming emails and creates comments in CRM providing a centralised method of capturing all communications with the customer.

Emails from Office365 are monitored and filtered using the following criteria. Where an email meets any of the following criteria it will be saved against the job in the CRM Comments.

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Filtering key/text (in email body or subject) should be in the format as below.

[Mandatory Group1 term] [optional space] [Optional Group2 term] [Optional Joiner] [actual job ref/Id]

Based on the above, having “Job” or “project” is mandatory, but “Ref” or “Reference” is a group 2 term similar to “Id”. i.e Having “Ref” only will not enable a text getting filtered. Instead it should be combined with either ‘job’ or ‘project’. Some correct filtering examples are listed below.

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Customers with One Framework Job

Where the senders sender's email address is the same as the client’s email address in Framework, the email will be saved in the CRM Comments in green.

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Customers with Multiple Framework Jobs

Where the senders sender's email address is the same as the client’s contact email address AND the email address is held against 2 or more jobs, the email will appear against all jobs until the email is linked to the correct job.

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To link an email to the correct job open the Email (in CRM Comments) and click on the Jobs tab. Hi-light the correct job and single-click on the ‘Linked’ column.

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White/Green = Successfully linked email to the correct job

Grey = Inactive job

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 To delete an email, hi-light highlight the email in CRM Comments and click Delete.

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Note: Standard CRM Comments will appear white. 

To view email attachments click on the Attachments tab and double click on the attachment to download the file.

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