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Mailroom Functionality in Different Scenarios

B
Bindu Rekha Babu
4 Sep, 2020 - Updated 7 months ago

Introduction

Mailroom checks for From, To, and CC field in an email. The BCC field is not considered.  Mailroom avoids User email Id and the Helpdesk email Id in the From, To and CC fields of an email.

Here are few test cases regarding how the Mailroom works for Case creation Action. 
In the following discussion, let’s take
User Email ID: mhale@grasspods.com, Helpdesk Email ID: support@grasspods.com, and Contact Email ID: contact@grasspods.com as an example.

Case 1: Mail sent from a User to Helpdesk(support) reporting an issue

from: mhale@grasspods.com
to: support@grasspods.com
In this scenario, the mailroom checks for the From as well as the To field. As mentioned earlier, the Mailroom avoids for a user email and helpdesk email ids. But, it will check whether there exists a Contact record with the same user email id in the CRM.

  1. If Contact exists with primary email same as the user id, then a Case is created and attached to related Contact.
  2. If there is no Contact record with primary email same as user email id, then only a Case is created.

Case 2: Mail sent from a User to Contact email address and CC Support email address

from: mhale@grasspods.com
to: contact@grasspods.com
cc: support@grasspods.com
Here, the Case will be created and related to contact@grasspods.com. If Contact does not exist, it will create a new Contact based on the rule specified in the Mailroom action.

Case 3: Mail sent from a User to Support email address and CC Contact email address

In this case, a user sends an email to support regarding the issue reported by the customer making Contact as CC.
from: mhale@grasspods.com
to: support@grasspods.com
cc: contact@grasspods.com
Here, the Case will be created and related to contact@grasspods.com. If Contact does not exist, it will create a new Contact based on the rule specified in the Mailroom action.

Case 4: Mail sent from a User to Support email address and BCC Contact email address

from: mhale@grasspods.com
to: support@grasspods.com
bcc: contact@grasspods.com
As BCC email is not considered, a Case is created irrespective of the Contact record. If Contact exists, the Case is attached to the related Contact.

Note! Mailroom can perform only one action at a time. If there are “n” no of actions, it will validate the conditions set and triggers the first matched action.
For example: If you have set up an action, say, “Any email coming to support@grasspods.com should create contact (positioned #1)” and another action as “Any email coming to support@grasspods.com should create a case(positioned #6), then action 1 i.e., Create Contact will be triggered, as the Mailroom matches this action, first.
 

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