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Is anyone familiar with the process of the emails routing to the entity owner when utilizing incoming email processing? We have been using this feature for a while, but still continue to struggle with customers not receiving responses we send and being able to confirm whether or not our response actually made it to the customer. For example, this is how I see it working:

  • I, the user, send an order confirmation to a customer from system account in Acumatica
  • Customer replies to system account
  • system account sends an email to my work email that is found on my employee user (I have it marked to route emails)
  • I respond to system account in outlook
  • system account apparently sends the reply to the associated contacts involved. But, in Acumatica under all emails, all you can see is my response to the system account and then the system account sending my reply message to my email address found under my employee account.

I find this quite strange because there is no way for me to confirm it has reached the customer. All it shows me is my response being sent to my employee email. Why would that be? 

It seems to work 95% of the time. But, there is really no way to confirm unless I am missing something.

Hi @courtneyb 

 

I believe i can give you an insight as to why you can only see your response to the customer, from experience with our VAR and support cases doing the same thing, I believe the subject is changed slightly each time an email is sent from Acumatica.

 

e.g., Subject for email 1 of the chain: New Project Enquiry r01]

Subject for email 2 of the chain: New Project Enquiry r02]

 

We don’t use the Incoming Mail Processing feature but this may be a reason for the limited visibility on email chains.

 

A potential workaround to add the document owner to the CC of the email, this can be used as a fail safe to make sure that:

  1. the email was sent
  2. the email was sent to the right place

Also, generic business emails like notifications@, sales@, or others like that could be marked as spam/junk.

 

Hope this helps!

Aleks

 

Hi @aiwan . Thank you for the feedback. Unfortunately, I have done many tests including tests to my personal email to see if I would receive the reply as the customer and I do not. So, it is not just the problem of the visibility within Acumatica All Emails screen. The customer is just not receiving the reply. Please see my latest test below.

Same process as before.

  1. I sent an email to the customer. (In this case my personal gmail account)
  2. I replied from my gmail account to system account
  3. System account routed to my employee email
  4. I replied on my employee email to system
  5. System routed it back to my employee email again instead of the customer
  6. I never received any sort of reply in my personal gmail account

 

 

I would also like to note I have tried unchecking “Associate with Contact” on the System Email Accounts screen as recommended in the support case I have open with Acumatica Support. This did not solve it. I also made sure I had an email under the contact associated with the customer account even though that is not the email we are sending to. We are sending to the emails on the shipping tab rather than the email on the contact.

I checked my spam and junk folders with no luck there either.

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