In this article we will first review the multiple avenues for emailing your clients within FollowupCRM, then we will walk through some troubleshooting steps to take when your emails are not logging properly.
There are three main ways to send an email via FollowupCRM
1. External Email section
Sending from the External Email section is a primary way to email within the CRM. Any emails you send or receive with the email tracker in the subject line will appear in list form on the lefthand side, as shown in the above screenshot.
**Note: Keep in mind that this list shows only the emails you have sent or received with the email tracker. Any emails sent or received by your team members will log in the comments section at the bottom of the page but will not be visible to you here, as this list only reflects your own communications.
Emails are usually logged within the project fairly quickly, however in some cases it may take up to 5-7 minutes to log. If it does not appear right away, patiently check again after several minutes and be sure to refresh the page.
2. Clicking the envelope to open your email inbox and email directly from there.
This envelope button opens your connected email inbox to email directly from there. It also auto-populates the subject line tracker.
**Note: You may freely type anything in the subject line before or after the email tracker in the parentheses. You may not alter anything within the parentheses at all in any way or the email will not properly log within the CRM.
For troubleshooting issues with using the envelope button, see the following articles for step-by-step guides:
3. Manually emailing directly from email inbox and including the precise email tracker within subject line.
You may freely type anything in the subject line before or after the email tracker in the parentheses. You may not alter anything within the parentheses at all in any way or the email will not properly log within the CRM.
For a complete list of all resources for email integration, go here:
Followup + Email Integration
Steps to Troubleshoot
1. The first step when your emails are not properly logging is to disconnect and reconnect your email to FollowupCRM. The majority of the time this will resolve your issue and emails will resume logging properly. Send a test email after reconnection to ensure the issue has been resolved.
Resource article: How to Link Your Email and Setup Notifications
2. Directly log an email or an email thread using the Outlook plug-in. This logs the email to the project/contact regardless of the email tracker in the subject line. This is a helpful fallback for your team when facing any issues or delays with email logging. You can directly log those emails using the plug-in, either to the project or to the contact page.
Resource Articles:
How to Set-up Microsoft Outlook Plugin
How to sync an email or email thread to a Contact (instead of a Project) via the Outlook Plugin
3. A final option in the case of emails not logging is to insert a screenshot of the email into the comments section to be sure the email is captured. This is not a long-term solution but rather a workaround in order to maintain your workflow in the interim of locating the issue.
4. After attempting all troubleshooting steps — email the support inbox with the following information:
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- Forward the email that did not log to support@followupcrm.com
- Include the avenue in which the email was sent (envelope button, external email section, manually emailed including tracking number, etc).
- Include as many details as possible in order to investigate the occurrence.