Emails sync to the Engagement module within the Customer Record if an authenticated User and a Contact associated with that Customer is listed on the same email thread. The User and Contact can be listed in any of the To, From, or CC fields in the email.
With that in mind, there may be some instances where an internal team from your company sends out a bulk email and includes a User in the thread. We may not want those emails to sync to ClientSuccess in that instance, or potential others. To prevent this, you will be able to configure your email settings to prevent emails from a specific email, domain, or other criteria from syncing to ClientSuccess.
To blacklist certain emails from syncing, you will want to go to the Global Settings > Email > Settings page.
You will be able to filter what emails sync based on the Domain, Subject, Email Address, and Email Body.
For the criteria, you can choose one of the options boxed in the screenshot above.
Lastly, you will enter the text that will be used to determine if the email should not sync. This may be the domain (everything after the @ symbol in an email address), an exact email, or text that may be in the email subject line or body. For any text entered, you will not need to enter quotes.
*** Please note that if you enter a domain or email address that is tied to your Company's email account, that will will prevent emails from that domain or email from syncing, regardless if the Users is authenticated or not. ***
For any emails that have synced to ClientSuccess before these blacklist settings are in place, those will need to be removed manually. Blacklisting an email will not remove any emails that have already synced.
If you have any questions regarding blacklisting emails, please reach out to support@clientsuccess.com for further assistance.
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