You may find that your imported email has become a private activity. This usually happens when users forward customer email to each other and always include the email assistant in the copy.
Another reason may be that you have just forwarded the email, which is not sufficient in Outlook or Thunderbird, for example. You need to forward the email as an attachment.
To ensure that the email is assigned to the correct Account in Raynet, forward it to the CRM system as the last step – when you have finished discussing it with your colleagues. This way, the email is forwarded to the email assistant with its entire history.
Tip: Rather than forwarding emails between colleagues, try using the Discussion. Forward the customer’s email to the CRM system right away, and then talk about it on the Discussion tab. Everything will be stored in Raynet and with proper context.