Advanced E-Mail Features in Heap CRM

Wednesday, November 14th, 2007

Forwarding e-mail to Heap CRM is really easy (and really powerful). But sometimes you just want to do a couple of things at once. The advanced e-mail features are here to do just that. Now, don’t worry, nothing here can’t be done within Heap itself (and a lot easier). If you just want to see the basics of Heap’s e-mail features, you might start here.

Override Auto Association

Probably the most important "advanced" feature is our oldest. You can override the auto association. On a typical message Heap takes a look at the "to" and "from" addresses and automatically associates the message with the appropriate lead, opportunity, customer or archive. But, let’s say you are communicating with a supplier who you need information from, but isn’t actually the lead, opportunity, customer or archive. You probably want to associate that message to someone who isn’t actually involved in the e-mail conversation, this is how:

Name_of_Prospect+SUBDOMAIN@crmondemand.biz

So instead of "message" you put in the name of the prospect replacing spaces with underscores ("_"). You don’t actually have to put in the person’s entire name, any part of it will do.

Categorization

You can also put any message, person, lead, opportunity, customer or archive in a category automatically. Just put the following somewhere in the body of the message:

[category: Name of Category]

It doesn’t matter where in the message body you place this info, but it must be on its own line.

Creating Follow-Up Events for a Message

Let’s say you want to create a follow-up event(s) to the e-mail. Just put the following somewhere in the body of the message:

[event:Date:Name of Event->Name of Calendar]

For instance if I wanted to create a follow-up event on December 1st at noon, it might look something like this:

[event:12/1/2007:Lunch with John at 12pm->Meetings]

You can have as many follow-up events as you want (and they can be anywhere in the body), but they each must be on their own line.

Placing Events on a Calendar

When creating an event by e-mail Heap defaults to putting the event on "My Calendar". However, if you put:

[calendar:Name of Calendar]

somewhere in the body of the message, it will be placed on that calendar. It doesn’t matter where in the message body you place this info, but it must be on its own line.

Specifying Additional Contact Detail

When you want to specify additional contact detail when creating a person, lead, opportunity, customer or archive by e-mail, you can use the following fields:

[title: Title of the Person]
[phone: Phone Number(s - separated by commas)]
[mobile: Mobile Number(s - separated by commas)]
[fax: Fax Number(s - separated by commas)]
[email: E-Mail(s - separated by commas)]
[website: WebSite(s - separated by commas)]

Again, it doesn’t matter where in the message body you place this info, but each must be on its own line.