Conversations are a useful tool for documenting actions taken and general chatter regarding campaigns, projects, opportunities, and contacts. You can now add conversation from an external source into a each of these locations by setting up a company email box and CC this email address when you send an email. The system will store your entire email and any attachments you sent. The system will also look at the other recipients on the email and try and create a link from the note to them. This allows you to see any email you have sent to your clients by going to the contact record.
The following is a list of methods to allow the system to thread the outside email into the appropriate location:
Contact>>email address in the To: or CC: section of email is recognized as a contact in Workamajig.
Opportunity>>enter the opportunity number in double-square brackets anywhere in the body of the email. Ex. opportunity number is 25>>in body of email type []
Project>> enter the project number in double-square brackets anywhere in the body of the email. Ex. project number is 20-abc-1234 >>> in body of email type [[20-abc-1234]]
Campaign>> enter the campaign number in double-square brackets anywhere in the body of the email. Ex. campaign number is abc-1234 >>> in body of email type [[abc-1234]]
How does Workamajig process the mailbox
By design, Workamajig will process the contents of the mailbox in the following order:
1) Is there a campaign, project or opportunity based coding in the body or [[Campaign Number]] or [[Opportunity Number]] or [[project number]] contained in the body of the email:
YES>>append to conversations
NO>> go to step 2
2) Is there a CC: or To: email address associated with a contact record:
YES>>append to Contact History/Conversation
NO>> Delete Email.
NOTE: there is no ability for the system to thread the conversation note to multiple projects or campaigns. Once the first item with [[ ID ]] is recognized the email is processed.
The end result is, if no campaing, project or contact is found, the email will be deleted.
If the system does not find the project number, the email will only be linked to the contacts specified in the To, CC, BCC and From fields of the email. If a project number is specified, but it is not found in the system, you will get an email back notifying you that the project could not be found.
WARNING: DO NOT use a personal email account nor a business email account already in use for this system-level feature. Create a NEW and UNIQUE email account to facilitate this setup. Ex. email@example.com or firstname.lastname@example.org
Configure Project Conversation Mail Settings
This info can also be found in the Connections guide.
- From Admin/Manager -> System Setup -> Account Information -> Connections: Emails->Incoming Emails:
- In the Email Protocol field, select POP or IMAP based on the setup of your Email Account settings, or what your IT folks allow.
- You should then input the related settings into the following fields:
- Server - Enter the email accounts server URL (i.e. pop.gmail.com).
- Use SSL - Check this as most all connections use SSL, unless otherwise told not to check.
- Port - Enter your email accounts port setting (i.e. 995).
- In the User ID text box, enter the user ID/email address of the email account being used for this feature. Refer to a later section in this guide on getting a standalone account setup for this feature.
NOTE: Do Not use a personal email account for this feature.
- In the Password field, enter the password for the email account.
- The Email Address field will populate with the User ID field. However, you can change this but only do so if instructed.
- We recommend you check the Outbound Emails: Force System Email box. This makes the From and Reply-To email address be the same for all emails going out of your Workamajig account. The name of the person will be in the sender info regardless. This helps if you have spam filters on your email server or email client that prevent SPOOFING. You can also whitelist this email address as well, or our email name servers. If this is an option is not checked, then the Reply-To email will be that of the person who sent the email, which means the email will not be sent back to the appropriate Workamajig Conversations area. The name of who wrote the post is still retained in addition to the system email address.
- With the above checked, then in the System Email text box, we recommend using the same email address from above. While you can enter a different email for the system to use, emails sent to a different address will not be retrieved.
- Click Save.
- Click Verify Login to ensure the system will is able to connect to the email account properly.
EXAMPLE: TYPICAL DIARY MAIL SETTINGS CONFIGURATION.
This is what the Diary Mail Settings may look like when connected to a Gmail account.
Setting Up A New POP3 Or IMAP Account
Your Mail Server
- Speak with your Email Administrator/IT person about getting a standalone email account set up for this feature.
DO NOT USE YOUR PERSONAL EMAIL ACCOUNT.
- By having a standalone email account on your server, you have more control over what emails can be sent to this account, as to prevent spamming of your diary and activity emails that then go into your Workamajig account.
- The currently available methods of retrieving emails are done by way of the POP3 or IMAP protocol. This is something your IT folks will need to set up and allow for, in order for this to work.
- If you are using a local Exchange server mailbox make sure the mailbox is associated with an SSL Certificate.
- If you do not have your own email server or do not wish to enable POP3 or IMAP, then you can follow the next section of free alternatives, or find other means.
General Troubleshooting POP3 or IMAP connection:
Once you have the mailbox setup, please test it by sending an email diary to someone and have that person reply. You should see the reply in the Inbox and within 5-8mins it should be processed by Workamajig. Check the project diary to confirm that the original note and the threaded reply are in the system. If not:
Confirm settings in Admin/Manager > System Setup > Account Information > Connections are correct.
If the reply is not in the Inbox:
- Look at the header information from the original outgoing email. Is the Reply: email address correct? It should be the same as the Email address in Mail Settings
- Is there a SPAM filter blocking incoming email
If the reply is in the inbox and it has not been processed: look to your mail server>>
- Check the event log for any errors
- Is the mailbox associated with an SSL certificate
- Remove the oldest email in the box
If the system is still not processing the email, please contact Workamajig Support.
Troubleshooting IMAP using SSL server connection:
- On a Mac, run the Terminal app and type:
openssl s_client -connect servername:993 -quiet
- Replace the server name with your email server name and SSL port number if it's not set to 993. You should then get a result similar to this:
* OK [CAPABILITY IMAP4rev1 LITERAL+ SASL-IR LOGIN-REFERRALS ID ENABLE STARTTLS AUTH=PLAIN AUTH=LOGIN]
- If you do not see this result after a few seconds, then your computer is unable to connect to the IMAP server. Make sure that you are no blocking access to that IMAP server from the internet.
You can create a brand new Gmail account for the purpose of being able to reply back to the diary via POP3 or IMAP. However, in doing so, you will need to change the security settings of this account to allow for the proper access.
Please refer to the top Gmail Setup For Diary guide on how to allow this type of access.