These days we are trying to improve our e-mail tracking system to make your e-mail communication even better. Till now all incoming e-mails have been automatically imported to eWay-CRM based on e-mail address of the sender. This is very helpful, because you don’t have to put e-mail into the CRM manually.
In eWay-CRM you also have option to specify some main item (project, lead or marketing) related to it. So called Superior item in our system. This Superior item had to be specified manually. In the upcoming version will automatically select Superior item for you also.
Consider a very common scenario. You send some e-mail to customer and he or she replies to you. You can then reply to the customer’s reply and so on. These e-mails represents an e-mail conversation. Using headers of those e-mail messages we can group and make relations between these e-mails. So when you send e-mail and specify superior item, eWay-CRM will automatically make relation with the same item when reply from customer comes to your inbox.
Implementation of this mechanism differs based on the type of your mailbox whether it is Exchange, IMAP or POP3.
For Exchange the mechanism is also different for Cached and Online (Non-cached) modes. In Online mode you are connected directly to Exchange server and there is no synchronization of data to your computer. When you send e-mail we take a Message-ID (PR_INTERNET_MESSAGE_ID) and save it with e-mail.
In Cached mode, when you send e-mail, the Message-ID is not set by Exchange server when the e-mail is added into the Sent items folder. So we have to put your e-mail address into Bcc field before you send the message. There is an Outlook Rule, created by eWay-CRM, which moves this e-mail copy into eWay-CRM folder under Sent items. As soon as the message is imported to eWay-CRM it is moved to Deleted items and then completely deleted. This Bcc copy of e-mail is send by Exchange server, so it has the correct Message-ID, which will be specified in In-Reply-To or References headers when customer replies to this e-mail.
IMAP and POP3 implementation
In IMAP and POP3 we specify Message-ID before the e-mail is sent. This message id contains Guid of the e-mail message in eWay-CRM before at sign (@) and UniqueId (eWay-CRM server database unique id) after the at sign. If UniqueId is not find computer name is used.
The Message-ID may look like this: 99e58849.ba02.461a.adb1.317ffe76f564@MEMOS-TESTSW
Trouble shouting e-mail tracking problems
- Check whether MessageId column in Emails table is set
- Check whether the reply contains In-Reply-To or References fields with MessageId in Emails folder
- Exchange Cached specific
- Verify that eWay-CRM rule in Outlook is set and is active
- Verify that there is eWay-CRM folder under Sent items folder and that there is only one eWay-CRM folder