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Mailbox and mailbox scraping video:  https://youtu.be/Jrfg7dW7L8U

1.Introduction

This feature allows you to capture client emails to your company email address for example like support; accounts or sales mailbox’s and can either generate a helpdesk ticket or generate a sales lead. Mailbox Rules are set up to take specific action on certain Email Addresses and Email Subject Lines.

Important: If a Sales Lead or Helpdesk Ticket is generated it sends out a notification to let the receiver know about the action.

If the receiving mailbox has an auto reply set up or a similar helpdesk ticket system and sends out reply to notifications it could cause back and forth emails to be sent and resulting in multiple tickets being opened. To prevent this, you will have to add a Mailbox Scraping Rule for the mailbox the auto replies are originating from.

2. Mailboxes

To find your mailbox/es go to “Setup” > “System Settings” > “Mailbox Scraping”.

On the following screen, you will be able to add new mailboxes,view a list of all mailboxes and edit or delete existing mailboxes.

2.1. Add a Mailbox:

Click on the “Add Mailbox” button and then complete your mailbox details. 

Grey:This is where you specify the list of domain names to exclude from processing. Use a comma to separate multiple domain names
Black:This is where you specify if the Mailbox will process incoming mail.
Brown:This is the first Date that we should start checking emails from.
Green:This is where you select what you want the mailbox to generate. Options are: Generate Helpdesk TicketsGenerate Sales Leads
Dark Blue:This is where you specify the default helpdesk department for the mailbox. Note that the Helpdesk should be set up on DataTill for any Mailbox Type. Click here for a guide on how to set up the Helpdesk Module.
Light Blue:This is where you specify the default ticket category. Note that the Helpdesk should be set up on DataTill for any Mailbox Type. Click here for a guide on how to set up the Helpdesk Module
Purple:This is where you specify the default Admin User. If the Mailbox is set up to generate helpdesk tickets, it will automatically assign the ticket to the specified admin user. If the Mailbox is set up to generate Sales Leads it will automatically assign the ticket to the specified admin user.
Pink:This is where you set the default ticket priority on the mailbox. Default is: NormalLowHighCritical
Orange:This is where you can specify an email address that DataTill will forward the mail to.

After adding all the mailbox details, click on the “Check” button. 

If the mailbox test is successful, then you will be able to click on the “Create” button. 

3. Mailbox Rules:

To find a list of all your mailbox rules, or to create new mailbox rules, go to “Setup” > “System Settings” > “Mailbox Scraping Rules”. 

On the following screen, you will be able to add new mailboxes,view a list of all mailboxes and edit, disable, or delete existing mailbox scraping rules.

3.1. Add a Mailbox:

To add a mailbox, click on the “Add Mailbox” button and then complete all the mailbox rule details. 

Purple:This is where you add a name for your rule.
Pink:In this section, you specify whether or not is should be matched on an email address.
Red:Here you can specify which email address the rule should take action on. Please note that this will only show if you have “Match on Email Address” marked as “Yes “. 
Orange:In this section, you will be able to specify the subject line for the rule to take action on. Please note that this will show if you have “Match on Email Address” marked as “Yes “. 
Brown:Here you will need to specify which action should take place if the mail matched on the Email Address or the Subject Line. The different actions are: Process MailForward MailIgnore MailDelete Mail  If you have selected Forward Mail, it will ask you to specify a Forwarding Email Address.

After adding all the details, click on the “Add Rule” button.

4. Message Log:

The message log refers to all the messages that have been sent from DataTill. To find the message log, go to “Tools” > “Messages” and then click on the “Message Log” option. 

You will now see the following page: 

On this screen, you will be able to see the message typestatus, and date as well as the customer or email address the mail has been sent to. You can also filter your list to see only certain message types, different states such as delivered or failed, messages sent from specific admin users or to view all messages sent to a specific customer or to view messages sent in a certain time frame. You will also be able to view the message that has been sent to the customer or resend the message if necessary.

5. Message Replies:

To view a list of all message replies, go to “Tools” > “Messages” > “Message Replies”.

You will now see the following screen: 

On this screen, you will be able to view the reply to details, the original message details, and the customer details. You will also be able to filter the list to view certain message types, view all messages sent from a specific customer or view the messages sent. 

6. View Mailbox Processing Log:

The Mailbox Processing Log refers to all incoming messages. To view this log, go to “Tools” > “Messages” > “Mailbox Processing Log option. 

You will now see the following page: 

From this screen, you will be able to see the message details as well as filter the list for specific customers, message states or view all messages in a specific time frame.

The buttons found on the right-hand side of the screen has the following functions:

This button will allow you to view the email.
Click on this button to download the email.
Click this button to link the email address to a customer. Note that this will show regardless if the email address is linked to a customer or not.
Click this button to view the helpdesk ticket. Note that in some cases a helpdesk ticket will not be created (example: Sales Leads or if it is forward to another email address).
This button will take you to the customer profile.
Click this button to quickly set up a mailbox rule.