When you configure Microsoft Outlook to be your preferred e-mail client, and also add your Sage ACT! database as an address book to Outlook, you can take advantage of several useful integration features. In addition to creating contacts and activities, you may also attach e-mail messages to contact records in Sage ACT!. As with any feature, it’s great when it works, but what do you do when it doesn’t? This week, I’ll share some tips about troubleshooting this integration when it doesn’t appear to be working.
Troubleshooting History Recording:
There are a variety of reasons history of e-mail messages may not be recorded back in Sage ACT!. This tip will focus on the Attach to ACT! Contacts Progress tool, which can be very useful when diagnosing why a particular message has not attached to a Sage ACT! contact. At the end of this tip, I’ve also included a link to a great KB article that covers additional reasons why this integration may not be working.
Viewing the Progress of E-mail Attachment:
1. If one or more e-mail messages have failed to attach to a Sage ACT! contact, the following icon will be displayed in the lower right corner of your desktop (in the system tray):
2. Right click the icon, and then click Show Progress.
3. The Attach to ACT! Contacts Progress tool opens. There are three tabs:
Performing an Action On Messages That Have Not Attached:
1. On the Not Attached Messages tab, select one or more messages and scroll to the right to view the Status column.
2. Often, the cause is that a matching contact was not found in Sage ACT!, either because it doesn’t exist, or the e-mail address that the message originated from is not found on the contact record in Sage ACT!. To successfully attach messages in this queue and in the future:
3. After you have finished managing the queue of messages, click Close.
Using the Attach to ACT! Contacts Progress tool, you can ensure your e-mail correspondence is captured accurately in Sage ACT!, and even periodically verify that your contacts are updated with the latest e-mail address!