If the e-mail did not reach the CRM, two things could have happened:
- a) The e-mail has been assigned to another record, typically ‘Leads’
- b) The e-mail did not reach the CRM at all
First, make sure the email arrives in the CRM. In the CRM header, upper right-hand corner next to your name, there is a bell, the so-called Notification. It records the changes that have taken place in the CRM and somehow affects you as a user.
If the e-mail assistant sent something to the CRM, it will be right here:
In the notifications, you’ll find out where the e-mail was assigned. This is the third column where the 1st line is the subject of the e-mail, and the 2nd line indicates the Context (to which Client the e-mail was assigned).
Sometimes on both lines the information is duplicated.
This means that the e-mail assistant created the Lead because it did not find the same e-mail address anywhere in the Address Book. This occurs when the Client has multiple addresses, but only one is registered. Or there is a grammatical error in the email address (letter is missing or switched).
What do I do if the e-mail in CRM did not reach at all?
If you don’t find information about the received e-mail in the notifications, it means the assistant didn’t send the e-mail to the CRM. It didn’t find your e-mail account in your CRM user profile. This is reflected in the security settings.
Therefore, if you work with multiple e-mail accounts, add them to the CRM as an alternative so that the e-mail assistant also recognises them.
To add an alternative email using your profile, go to the upper right-hand corner under your name ► My Profile ► Alternate Emails ► Save.
