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Email

Emails are an essential part of most implementations. These sections contain information about viewing and sending email in Agiloft

Sending Emails

Emails can be sent in a number of ways:

  • Manually within a record, the Emails tab allows you to send messages, and there is an Email icon in the record edit menu.
  • In the action bar of the table view, select one or multiple records. Then select New or a template name in the Email drop-down. 
  • Rules can be configured to send emails automatically when their criteria are met.
  • In the Communications tab of the left pane.

Viewing and Finding Emails

Emails can be found in these places in the system:

Record view

Generally, emails relate to a specific record in a table. The most common place to view emails is in the Communications related table within that record. This is normally in the Emails tab of the record. 

Communications tab

In the Left Pane, the Communications tab provides a filtered view of emails sent to or from the logged in user for any record in the system. It is a filtered view of the All Communications table, which contains records for all emails sent to and from the system. The Email Inbox and Sent Emails links are saved searches added from the All Communications table.

Note: The Communications tab can also be hidden from users by group permissions.

All Communications table

By default, the All Communications table is hidden from the left pane for all users. It can be restored for the admin group by navigating to Setup > Tables, select All Communications and click Unhide. To show the table to other user groups, edit the group permission settings at Setup > Access > Manage Groups. Note: We strongly recommend hiding the All Communications table from the Left pane, as it eliminates the specific table filters that control what users see.

All emails are stored in the All Communications table. The links for Email Inbox and Sent Emails are saved searches created on the All Communications table and added to the left pane. They can be changed and other searches can be created. Users only see saved searches which have been made accessible to their groups and which are selected to display in the left pane in the Manage Saved Searches screen. Communications unrelated to records can be sent and received directly from the Communications tab. 

When a user navigates to the Communications tab, their view is filtered by three things:

  • Group permissions for the All Communications table.
  • A special group permission filter on the General tab of the Group Permissions Wizard which further restricts what can be viewed through the Communications tab. For more information, see the All Communications topic.
  • The default searches that run when accessing communications, such as Email Inbox or Sent Emails. Because these are only searches, the user can click Show All and will be shown all communications permitted by the first two filters.

When an email is sent, several to and from related fields are automatically populated based on the sender and the recipient(s). 

  • If the mail was sent by a user, the sender's Login and Company Name will be mapped to the From Login and From Company fields. 
  • If the mail was sent by a rule, the From Login and From Company values will be mapped based on the From email address.
    Note: if you have an outbound address used by rules, you can set up a rule for a user with a login of email with a company value of your company. 
  • All recipient email addresses are matched against contacts. If found, the Logins and Companies of those contacts are populated into the multi-value To Logins and Companies fields. 
  • If sent from a record in a table, the email is linked to that record by populating the Table Name and Record ID into two special fields found on the Background Details tab of the All Communications table. These fields are combined into a Linked Record hyperlink which can be clicked to navigate to that record.
  • If sent from the left pane Communications tab, the email will not be linked to a record, but is visible in the user's sent email list and appears in the contact record of the recipient.

Receiving Emails

Email may be received either through an inbound email account associated with a specific table or through an account defined as a Personal Inbound account. When an email is received by a table's inbound account, it will be processed according to the configuration settings for that account.

Typically this involves creating a new record or updating an existing record in that table, based on whether the header or subject of the email contains a code identifying an existing table/record in  Agiloft. The email will also be stored in the All Communications table and will be linked to the appropriate record. 

When email is received through a Personal Inbound account, it will be processed according to the settings applied to that account. Typically, this involves comparing the From address to specific fields in one or more tables in a predefined order until a match is found. Once found, the email is linked to the appropriate record. Personal inbound accounts are generally emailed from the Outlook Email Plugin which maps the From and To fields according to the email as it exists in Outlook. See the Outlook topic to configure a personal inbound account. 

Processing Updates by Email

If the email is an update to an existing record:

  • A communication record is created and linked to the record from which the original email was sent, e.g. the support case or contract, so it will appear within that record.
  • The email body and attachments are typically mapped into an append only field and attached file field within the linked record. 
  • The mapping of the parts of the updated emails is defined in the inbound account setup on the Email Updates tab and/or the Email Parsing tab. 

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