Using the Personify360 Outlook Plug-In, you can email specific Personify360 contacts without necessarily saving them as Outlook contacts. You can use the Search Personify option to find Personify360 contacts to add to the email, or, if you know the contact’s email address, you can simply type it in the To field. If you chose to type the contact’s email address into the To field, if you select to save the email to Personify360, the plug-in will check for a customer record in the Personify360 database to create a contact tracking record for.
If
a contact does not have an email address in Personify360, a contact tracking
record can be created in Personify360 if the Automatically
create an 'anonymous' activity when a selected email address is not recognized
in Personify option is checked in the Personify
Account Settings. Additionally, you can use the 'Select Save' functionality
to manually select an email address to create an anonymous contact tracking
record for if the email address is not in Personify360.
The
plug-in does not change the maximum number of recipients on an Outlook
distribution list. Check with your email administrator regarding the limits
of your email system.
The
“Catalog Population on FTC_FTS_CUSTOMER_INFO” SQL job is responsible for
retrieving any contact information that has been changed in Personify360
and displaying the information when you search for a Personify360 contact.
By default this job is configured to run every 4 hours, but it can be
changed if necessary by your system administrator.
To email a Personify360 contact:
1. On the
Home tab of the Mail screen, click New E-mail.
A new, blank email window displays, as shown below.
2. In the To field, manually enter the email address of the person you want to email. If you want to email a Personify360 contact but do not know his/her email address, you can search for the contact using the Search Personify field. For more information, please see Searching for Personify360 Contacts.
For
a video demonstrating how to narrow down search results, refer to Video Demo: Narrowing
Search Results.
3. The following fields in the Personify Actions section will default based on the settings defined on the Personify Account Settings screen. You can manually change any of these settings as necessary.
· Select Topic
· Select Subject
· Select Staff
· Resolved
· Private
See table below for more information on these options.
4. Check the Save checkbox to save the email as a contact tracking record in Personify360 based on the settings defined on the Personify Account Settings screen.
5. Alternatively,
you can check the Select Save
checkbox to manually select the email addresses in the email for which
you want to create a contact tracking record.
This allows you to select who is assigned a contact tracking record from
the list of recipients and it reduces the risk of duplicate records being
created. This is different than the Save option, which uses the default
configurations to determine how many records get created automatically.
The Select Contacts screen displays similar to what is shown below. This
screen lists the email address in the distribution list broken out by
To, CC, BCC, and Other. The CC and/or BCC sections will not display if
the email did not contain email addresses in those respective fields.
The Other field allows you to
manually enter an additional email address (comma separated) you would
like to create a contact tracking record for, such as the originator of
an email, who may no longer be in the email’s address fields at the time
the message is saved. Depending on your settings on the General
Tab, the system will automatically check which emails will be saved
by default.
If the email
address is not found in the system, an anonymous activity record can be
created. This occurs if a selected email does not match in Personify360
but is saved anyway. The unmatched email address is inputted into the
Person Contacted field on the new activity, for reference. This applies
regardless of which field the email is on: To, CC, BCC, From, or Other.
For more information on saving contact records in Personify 360, refer
to Viewing Contact Tracking
Records and Viewing
Anonymous Contact Tracking Records.
Screen Element |
Description |
|---|---|
Select Topic |
Drop-down. Select the topic of the email from a predefined list of topics, which are based on the non-fixed codes defined for the MRM "CALL_TOPIC" system type. For more information, please see Customers System Types and Codes. |
Select Subject |
Drop-down. Based on the topic selected, select the subject of the email from a predefined list of subjects, which are based on the non-fixed subcodes defined for the MRM "CALL_TOPIC" system type. For more information, please see Customers System Types and Codes. |
Select Staff |
Drop-down. Select the Personify360 staff user to be assigned to the contact tracking record. This drop-down lists only active staff members in alphabetical order, making it easier and more intuitive to assign a contact tracking record to a staff member. You can type directly into this field or select the drop-down to see a full list of available users. If you enter a digit into the field, the list jumps to the first record that starts with that digit, and as the user continues to type, the cursor moves further down the list until the desired record is selected.
|
Resolved |
Checkbox. When checked, it indicates that the email does NOT require any attention after it has been sent. |
Private |
Checkbox. Checking this checkbox will mark the email as “Private” in the Personify360 Actions section. If the email is saved to Personify360, checking this checkbox will mark the contact tracking record as “Private” in Personify360 and only you and system administrators can see the contact tracking record in the back office. |
See Also: Identifying Emails to Personify Contacts in the Personify Outlook Plug-In
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