06-11-2012 03:57 PM
We currently have Outlook/ACT set up to save outgoing Outlook messages sent to ACT Contacts. If the client responds, it does not log the email in the Contact's History. Only outgoing emails.
The problem is that if an email thread has many responses, all of our outgoing messages get saved in ACT, and this poses 2 problems:
1) Our Contact Histories get filled with multiple emails from "the middle" of the conversation and it clogs up the Hisotry with and makes it more difficult to find information
2) We have to be sure to manually attach incoming emails (at least the last one in the thread, thereby saving the embedded conversation)
We're thinking that we might go back to our old method of manually attaching the emails to ACT and then manually cleaning the extra "tweeners" out......but is eliminates some of the efficiencies gained from the integration.
Is there something we're not thinking about here?
Are there efficiencies we're not using?
Any assistance is appreciated!
06-12-2012 06:25 AM
This is really more about the limitations of email as a "conversation" than it is about ACT!.
As you point out, either route you take - what you are currently doing or if you opt for the manual route - has its potential pitfalls. Especially if you have multiple people internally who are involved in the email exchange.
Pick a method, which ever you feel is more effiicient, make sure everyone on the team knows what the protocol is and follow it with consistency.
06-12-2012 11:16 AM
You can also set up Outlook rules to attach incoming emails to contacts with matching email address.
See: this ACT! Knowledge Base article -