Community
Showing results for 
Search instead for 
Do you mean 
Reply

Gmail Integration - Can ACT History be recorded on the FROM email/contact?

New Member
Posts: 2
Country: USA

Gmail Integration - Can ACT History be recorded on the FROM email/contact?

The Gmail Integration is working except the history is getting recorded on the wrong contact...FROM verses TO.

Is it possible to get the inbound email history recorded against the FROM Gmail address/contact?

The default ACT configuration seems to only record history against the TO Gmail address/contact.

 

Basically we have a 'Support' email that is managed by a Help Desk solution.  In this way all inbound emails from Contacts go to the 'Support' email and the Help Desk system routes it to the appropiate agent.  We are trying to use Gmail to record the inboud history from Contacts (emailed FROM).  The ACT Gmail integration is attaching the history to our 'Support' contact (emailed TO) which does not help us.

 

If someone knows how to switch this behavior, that would be fantastic.

 

Moderator
Posts: 65
Country: United_Kingdom

Re: Gmail Integration - Can ACT History be recorded on the FROM email/contact?

Hi,

Testing this here we see the expected behaviour of inbound emails recording to the FROM contact, which is what you are looking for.

This isn't a setting that can be changed.

A few Questions:

Version of Act!?

Are the contacts who are sending inbound emails "users" in the database?

You mention a "Help Desk solution", is this a 3rd system or application?

thanks

Andrew

New Member
Posts: 2
Country: USA

Re: Gmail Integration - Can ACT History be recorded on the FROM email/contact?

Hey Andrew,

Thanks for the quick reply.

We are using 17.2.....

Anyway, the behavior is as expected like you report.  We did have a few email issues that prompted the post.  A duh moment for me.

I think we are good to go.

 

The 3rd party help desk solutions (Freshdesk) is not getting in the way.  For that matter the Gmail Intergration with ACT has enabled us to improve things overall. 

 

Please keep this Gmail rock solid for the ACT community!  It is benefiting our business