Phase 2 Navigation #9: How email matching works

In this video, we’re going to take a look at how e-mail matching works. If you navigate to the My Workflow Notes page, you will see that some emails have already come through the system and automatically matched to a specific client based on the information that we have within that client, such as the contact details.

You’ll see that an e-mail has come through but did not get matched. e-mails typically match based on conversation history or from e-mail addresses, subject lines, and other unique identifiers within emails.

For emails that did not match, you have a few options You can, for example, click Delete. Once you delete the e-mail, it’s gone from the CRM. This e-mail has not been deleted from your actual mailbox on Gmail or Office 365, just from the CRM.

If you typically get spam or emails you do not want to receive, you are able to create e-mail rules.

If you click on e-mail rules, you can select a few conditions.

Let’s say I want to automatically delete any emails that come from this person.

I can select the condition that says exactly matches this e-mail and I would like to delete the e-mail and then click create rule.

Alternatively, you can select various criteria.

I have created different rules.

Any e-mail with a specific subject or certain codes or elements within the subject line.

We can match to a specific client.

We can also assign specific actions to a person within your business, mark the e-mail as read or complete it automatically.

We can also change sensitivity settings on that e-mail.

Make use of rules for repetitive emails, take care of spam and also link emails to specific accounts that you might require.

You can also assign specific emails with no match to a specific client.

Search for a specific client and inside that client profile click on either sensitive or normal, and it automatically assigns emails to that client.

If the client does not exist within the system, choose to create a new client.

I’m going to create a new client and choose normal visibility for this e-mail so that anyone in the profile can view this e-mail.

I’m going to select normal, and it will automatically populate certain information that it got from the e-mail.

I need to define my source because it’s a required field and it also automatically creates the contact for myself.

All you need to do is click Create Client.

The system has found a duplicate.

The e-mail has been manually matched and it created the client for me.

This is how we handle unmatched emails and how the system would automatically match certain emails based on the matching criteria that it has received.

If an e-mail gets incorrectly matched, move the e-mail to a different client so that the conversation trail continues from there.