Inbound Email - Outlook to Greentree

Use the Inbound Email feature to file emails in Microsoft Outlook 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 an INI file that contains the server details and the user's Greentree Desktop login name. When a user clicks the Greentree button to file emails in Greentree Desktop, the Outlook2Greentree.dll calls a web service to file the emails. You must have a Console running to receive the email.

You can configure a Console on the Inbound Emails tab on the CRM System Options form. If you already have the Console running for any emodule, you do not need to configure and start another Console.

Note: Inbound Email is not installed by default when you install Greentree Desktop or load the package. It must be installed on each computer that uses this feature.

Once installed, these buttons are enabled in Microsoft Outlook:

Greentree button on the Outlook toolbar - The email is filed in Greentree Desktop.
Greentree button on the Read Email form - The email is filed in Greentree Desktop.
Greentree button on the Create New Email form - The email is sent from and filed in Greentree Desktop.

Select any of these menu items to use Inbound Emails:

CRM > System > System Options > Inbound Emails - System-wide inbound email setup for all users. This tab also contains a setting which can be updated to represent the minimum required version of the DLL. Greentree Desktop performs a check when using Inbound Emails to determine if an equal or later version of the DLL is in use.
If so, Greentree Desktop continues to file the email. If not, an error message displays and you must update the version of the DLL in your Greentree Desktop \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 - Opens the Inbound Filing form. Use this form to search on fully filed, partially filed, or unfiled inbound emails in Greentree Desktop. You can use the subject and/or body of the email as search criteria. You can drill down on an email and access the File Inbound Email form to file the email with the 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 with the record.

eConsole

The Inbound Emails filing feature uses the eModule Console to communicate with Outlook. A listener must be running before you can use the filing feature. Your administrator defines the listeners and can set it to start.

Processing

To file inbound emails:

When Inbound Emails is installed, it creates a Filed user-defined field in Outlook which indicates if the email is filed. If the field is true, then the inbound email is sent to Greentree Desktop 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.
On the File Against dialog, select the From/To/CC/BCC fields against which to file the email. You must also enter the context detail — for example, the lead against which to file the email. Click the File button to push the email to Greentree Desktop.
Greentree matches the File Against detail to contacts and to Greentree Desktop records. If a matches are found, the inbound email is attached to the record. If Greentree Desktop does not find a match, a message displays to inform the user that they must manually file the email. Users can access unfiled emails under 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 Desktop performs a search to determine if the full template text exist in the subject of the email. If found, the inbound email is attached to the matched record in Greentree Desktop. If Greentree Desktop 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 you select this option with the File Against dialog, then Greentree Desktop tries to match records to the criteria on the File Against dialog and to the template text.
If the File Against dialog is not enabled, then System Options > Inbound Emails settings determine if Greentree Desktop 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 you can access it under CRM > Relationships > Inbound Filing or from the File Inbound Emails Desktop item.
If an inbound email is successfully filed, a Fully Filed setting is available in Outlook. This determines whether or not an inbound email is filed in Greentree Desktop or communicated to Greentree Desktop (if the Filed user-defined field is enabled), but not successfully filed. For example, the or Outlook session was interrupted before the inbound email was fully filed. In this case, Greentree Desktop tries to fully file the email once communication with Outlook is restored.
Select the Confirm when re-filing emails in Outlook option under CRM System Options > Inbound emails to display a warning if you attempt to file the same email again. Click Yes to file the email again, or No to cancel.
You can select the Outlook folder to which to move the email by selecting the Move to folder in Outlook system option
Filed inbound emails are stored as attachments against Greentree Desktop records. The Inbound Emails system options determine which format the email is stored in.
Select the option to create a communication under CRM System Options > Inbound Emails and CRM User Preferences > Inbound Emails to file the email 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 form. This form displays the detail of the email, the File Against detail that you can update to file the email against the records in Greentree, and the Assigned User and Assigned Team.