If it seems like forwarding emails through the email assistant is not working properly, the following two scenarios might have occurred:
1. The email did not reach Raynet at all.
2. The email reached Raynet, but a Lead was created.
First of all make sure you have entered the assistant's email address correctly as per the instructions and in the correct format. You can find the assistant's email address under your name » My Profile » Email Assistant.
Important: The email assistant only supports the transmission of emails with attachments up to a maximum size of 20 MB.
The email did not reach Raynet at all
If the email did not arrive in Raynet at all (i.e., you did not receive a notification about a new email), the problem is most likely with the email address you are using for forwarding. Only the login email address or alternative email address will work properly.
You can check both email addresses in the section My Profile. The primary or login email address can be changed in Basic Information.
Alternative email addresses can be added or changed in the Email Assistant section.
The email reached Raynet, but a Lead was created
When an email arrives in Raynet, you get a notification. Check this notification to see where exactly the email has been placed in Raynet. If the recipient's email address is linked to an Account or Contact, the email is added to their History.
However, if the email assistant does not recognize the email address, meaning it is not recorded in Raynet yet, it will create a new Lead and assign the email to its History.
In this case, just switch the email from the Lead History to the correct Account or Contact History. Alternatively, if the Lead is a new Account or Contact for you, convert it.