Inbound Email - Outlook to Greentree

Use the Greentree Inbound Email feature to file Outlook Emails against Record Types in Greentree Desktop. You can file the emails as attachments or communications.

You must install the Outlook2Greentree.DLL file on users' computers. The Outlook2Greentree.DLL has a matching INI file that contains the Greentree server details and the user's Greentree login name. The user must click the Greentree button to file the email directly into Greentree Desktop. Outlook2Greentree.DLL calls a web service to file the emails, so you must have a console running to receive the email.

The console is the same web service engine that services the various web E modules. As part of this feature, you can configure a Console from within CRM System Options > Inbound Emails. If you already have the Console running for any E module, you do not need to configure and start another console.

Notes:

Inbound Email is not installed by default when you install Greentree or load the package.
Inbound Email must be installed on each client machine from which you want to use this feature.

Once installed, these three buttons are available in Microsoft Outlook:

Greentree button on the Outlook toolbar: The email is filed in Greentree Desktop.
Greentree button on the Read Email window: The email is filed in Greentree Desktop.
Greentree button on the Create New Email window: The email is sent and filed in Greentree Desktop.

These Greentree items relate to Inbound Emails:

CRM > System > System Options > Inbound Emails - System-wide Inbound Email setup for all Users. This tab also contains a setting which can formmatically be updated to represent the minimum required version of the DLL. Greentree performs a check when using Inbound Emails to determine if an equal or later version of the DLL is in use.

If so, Greentree continues to file the Email. If not, an error message displays and you must update the version of the dll located in your Greentree \bin directory.
User Preferences > CRM > Inbound Emails - User-based Inbound Email setup. If setup for a user, these settings change the Module Control settings above.
Relationships > Inbound Filing - This menu item gives access to the Inbound Filing form. Use this form to search on fully filed/partially filed /unfiled Inbound Emails in Greentree Desktop. The Subject and/or Body of the Email can be used as search criteria. You can drill down on an Email and access the File Inbound Email form which enables you to file the Email against the Greentree record.
Workflow > System > Organise Desks - Use the workflow toolbox item File Inbound Emails to view all unfiled Inbound emails. You can drill down on an email and access the File Inbound Email form which enables you to file the Email against the Greentree record.

eConsole

The Inbound Emails filing feature uses the eModule Console to communicate with Outlook. A Listener needs to be running before Inbound Emails can be communicated to Greentree. Your administrator defines the Listeners and can set it to start or.

Processing

To file Inbound Emails:

When Inbound Emails is installed, it creates a Filed boolean (true/false) user-defined field in Outlook which indicates if the email is filed. If true, then the Inbound Email is sent to Greentree for filing.
The steps involved in filing the Inbound Emails vary depending on the setup in System Options > Inbound Emails and User Preferences > CRM > Inbound Emails.
If you choose to display the File Against dialog, select the From/To/CC/BCC fields that you want the email to be filed against. You also need to enter the context detail — for example, the lead that you want the email to be filed against. Click the File button to push the email to Greentree.
Greentree matches the File Against detail to the contacts and to Greentree records. If a matches are found, the inbound email attached to the record in Greentree Desktop. If Greentree does not find a match, a message displays to inform the user that they must manually file the email. Users can access unfiled emails from Relationships > Inbound Filing or from the File Inbound Emails Workflow Desk item.
Define template text in System Options > Inbound Emails to match context fields against records in Greentree Desktop. Greentree performs a search to determine if the full template text exist within the subject of the email. If found, the inbound email is attached to the matched record in Greentree Desktop. If Greentree does not find a match, the inbound email is not filed.
Users can select multiple emails in Outlook and push them to Greentree. If multiple emails are selected then template text is ignored.
The System Options > Inbound Emails and CRM User Preferences > Inbound Emails settings contain the Always append template option. If selected with the File Against dialog, then Greentree tries to match records to the criteria on the File Against dialog and to the template text.
If the File Against dialog is not turned on, then System Options > Inbound Emails settings determine if Greentree tries to file the inbound email. If, for example, File against Contacts and File against myself are not selected and no template text exist, then the email remains unfiled and can be accessed from CRM > Relationships > Inbound Filing or from the File Inbound Emails Desktop item.
Once an Inbound email is successfully filed, a Fully Filed setting is available in Outlook. This determines if an inbound email is filed in Greentree or communicated to Greentree (where the Filed user-defined field is enables), but not successfully filed. For example, the Greentree or Outlook session was interrupted before the inbound email was fully filed. In this case, Greentree tries to fully file the email once communication with Outlook is restored.
CRM System Options > Inbound emails contains a Confirm when re-filing emails in Outlook option. If set and you attempt to file the same email again,a warning displays. Click Yes to file the email again, or No to cancel.
You can select the Outlook folder to which you want the email moved by enabling the Move to folder in Outlook system option. If you do not want to move the email, click the Cancel button.
Filed inbound emails are stored as attachments against Greentree records. The Inbound Emails system options determine which format the email is stored in.
CRM System Options > Inbound Emails and CRM User Preferences > Inbound Emails settings include an option to create a communication in Greentree Desktop. If set, the email is filed as a communication instead of an attachment. This communication contains who the email is from, and the body of the email in the Communication Text field.
Unfiled emails can be accessed and allocated from Relationships > Inbound Filing or from the File Inbound Emails Workflow Desk item. Drilling-down on the unfiled Email gives access to the File Inbound Email window. This form displays the detail of the email, the File Against detail that you can update to file the email against the required records in Greentree, and the Assigned User and Assigned Team.