{"id":2252,"date":"2012-06-28T07:04:50","date_gmt":"2012-06-28T07:04:50","guid":{"rendered":"http:\/\/www.greytrix.com\/blogs\/sagecrm\/?p=2252"},"modified":"2012-06-28T07:04:50","modified_gmt":"2012-06-28T07:04:50","slug":"managing-email-interaction-through-crm","status":"publish","type":"post","link":"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2012\/06\/28\/managing-email-interaction-through-crm\/","title":{"rendered":"Managing Email Interaction through CRM"},"content":{"rendered":"

In most of the organizations, complaint or request management is email based. In this case it is very much necessary to have tracking parameters to search such email communications like Interaction Id\u2019s, Reference Id\u2019s etc. This helps us track the communications logged by customer as well as responses sent for the same in CRM system. Now email logging is the standard feature provided by Sage CRM through communication.js script files. We at Greytrix have modified this feature to manage email interactions through tracking parameters . Below is the summary of behavior. This only needs a standard rules file communication.js to be replaced by the one we will be providing and creating necessary fields on communication entity through Component.
\nFeatures of the Module:<\/strong>
\n1. <\/strong>Auto Reply to customers:<\/strong>
\nOnce an email sent by customer is filed in CRM, an auto acknowledgement email will be sent out to the customer. The content of the auto reply email can be modified\u00a0 Or else standard email templates can be used for email sending. This email will have subject line formatted including the interaction id as given below. Also it will be mentioned in an email that customer should not change interaction in subject line.
\nRe:[I90001]Issue with portal access <\/em>
\nIf customer replies back and provide more information than before filing it in CRM, system will check whether Interaction ID is available in subject. If it is present, then it will get filed against that particular Person\\Customer in CRM under communications tab with same interaction id. While finding such communications we can use Interaction id as search parameter to find entire email thread for any customer. If Interaction Id is not present in the subject line, then it would be considered as a fresh communication and same process of sending an Auto reply will be followed.
\n2. <\/strong>Generation of Interaction Id:<\/strong>
\nIf customer is sending an email to the common email bucket at that time system would perform a check for the availability of Interaction Id in the subject line as explained above. If it does not exist, then system would generate an Interaction id automatically and appends to acknowledgement. \u00a0Along with adding the interaction id by default, we can also set the values of some other fields available in Email In screen. For e.g.: \u00a0Adding name of the TEAM, Action of an email, etc.<\/p>\n","protected":false},"excerpt":{"rendered":"

In most of the organizations, complaint or request management is email based. In this case it is very much necessary to have tracking parameters to search such email communications like Interaction Id\u2019s, Reference Id\u2019s etc. This helps us track the communications logged by customer as well as responses sent for the same in CRM system.\u2026 Read More »<\/a><\/span><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[131,332],"tags":[],"class_list":["post-2252","post","type-post","status-publish","format-standard","hentry","category-email","category-sage-crm"],"yoast_head":"\nManaging Email Interaction through CRM - Sage CRM \u2013 Tips, Tricks and Components<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2012\/06\/28\/managing-email-interaction-through-crm\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Managing Email Interaction through CRM - Sage CRM \u2013 Tips, Tricks and Components\" \/>\n<meta property=\"og:description\" content=\"In most of the organizations, complaint or request management is email based. In this case it is very much necessary to have tracking parameters to search such email communications like Interaction Id\u2019s, Reference Id\u2019s etc. This helps us track the communications logged by customer as well as responses sent for the same in CRM system.\u2026 Read More »\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2012\/06\/28\/managing-email-interaction-through-crm\/\" \/>\n<meta property=\"og:site_name\" content=\"Sage CRM \u2013 Tips, Tricks and Components\" \/>\n<meta property=\"article:published_time\" content=\"2012-06-28T07:04:50+00:00\" \/>\n<meta name=\"author\" content=\"greysagecrm\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"greysagecrm\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2012\/06\/28\/managing-email-interaction-through-crm\/\",\"url\":\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2012\/06\/28\/managing-email-interaction-through-crm\/\",\"name\":\"Managing Email Interaction through CRM - Sage CRM \u2013 Tips, Tricks and Components\",\"isPartOf\":{\"@id\":\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/#website\"},\"datePublished\":\"2012-06-28T07:04:50+00:00\",\"author\":{\"@id\":\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/#\/schema\/person\/e7ff1c8f4763b47730d6bc5e74d59c1f\"},\"breadcrumb\":{\"@id\":\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2012\/06\/28\/managing-email-interaction-through-crm\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2012\/06\/28\/managing-email-interaction-through-crm\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/2012\/06\/28\/managing-email-interaction-through-crm\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Managing Email Interaction through CRM\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/#website\",\"url\":\"https:\/\/www.greytrix.com\/blogs\/sagecrm\/\",\"name\":\"Sage CRM \u2013 Tips, Tricks and Components\",\"description\":\"Explore the possibilities with Sage CRM insights through our comprehensive blogs. 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