Visma Net
About processing incoming mail
In Visma Net, you can activate automatic processing of incoming emails individually for each
system email account.
Only the emails received by the system accounts can be
processed.
The basic functionality, which requires no additional configuration, includes
forwarding incoming emails to employees based on the email history tracked by the
system.
Depending on your business, the mail you receive through Visma Net may consist of requests for information, emails related to customer contracts, or
emails received from contacts as replies to emails sent during specific
marketing campaigns.
You can configure incoming mail processing so that based on an
incoming email, the system creates a case, a lead, or an activity associated with an
existing lead or contact, and attaches the email to the created entity as a related
activity.
You can configure the processing of incoming mail differently on each of
the system email accounts.
You can also specify an email assignment map, which the
system will use when it cannot assign incoming emails based on email history.
Activation of incoming mail processing
For each system account, you can choose whether to activate the processing of incoming emails. You can activate it by selecting the required account in the System email accounts (SM204002) window, and then selecting the Activate incoming mail processing check box on the Incoming mail processing tab.
Before you activate this processing, make sure that email addresses are specified for all employees in either the Employees (EP203000) window or the Users (SM201010) window.
Stages of automatic processing
The system processes incoming emails by using a built-in scenario that can be divided into two
major parts: the basic part, which is executed whenever processing is enabled for
the account; and the optional part, which you can tailor to fit your needs.
The
basic part includes forwarding incoming emails to employees based on the email
history tracked by the system.
The optional part includes the following stages, which you can configure by using the Incoming mail processing tab of the System email accounts (SM204002) window:
- Initial processing: You can configure the system to confirm the receipt of incoming emails by sending replies based on specific templates.
- Main processing: You can select options corresponding to any of the following
actions:
- Create a new case for each processed email and attach the email to the case as a related activity.
- Attach each processed email to the business account or contact related to the email exchange.
- Reply to unassigned emails by using a specific template.
- Final processing: You can decide whether the system should remove processed messages and whether it should add available source information to the bottom of each processed email.
Generally, the subjects for outgoing mass emails are system-generated and contain values from particular contact records, cases, and activities that will help later with processing replies to the emails if addressees do not change the email subjects.
