Track/Untrack emails

View tracked emails

Pre-conditions:

• You have “View tracked emails” permission.

• There are tracked emails under an account.

1. Click the Emails tab under an Account

2. Click Tracked emails sub-tab. This will open a list of emails that have been tracked.

3. Click the email record to view the details of the tracked email.

Track email when composing an email from an Account details

Pre-conditions:

• You have connected Outlook.

• You have “View tracked emails” permission.

1. Open an Account details

2. Click Email icon. This opens Compose email form in which

   1. The current account is set to the related records automatically

   2. Track email checkbox is ticked by default.

3. Input information into required fields

4. Click Send

5. The email will be tracked and viewable on Track emails subtab.

Track email when composing an email from global Mail menu

Pre-conditions:

• You have connected Outlook.

• You have “View tracked emails” permission.

1. Open Communication > Mail

2. Click Compose email. This opens Compose email form in which

   1. Track email checkbox is ticked by default.

3. Add related accounts which the email will be tracked to.

4. Input information into required fields

5. Click Send

6. The email will be tracked and viewable on Track emails subtab under added Related accounts.

Track an existing email from Email tab under an Account

Pre-conditions:

• You have connected Outlook.

• You have “View tracked emails” permission.

1. Open Email tab under an Account > Outlook tab

2. Open an email details

3. Click Track icon.

4. The email will be tracked and viewable on Track emails subtab under current account.

Track an existing email from global Mail menu

Pre-conditions:

• You have connected Outlook.

• You have “View tracked emails” permission.

1. Open Communication > Mail

2. Open an email details

3. Click Track icon. This opens the Related records section.

4. Add related accounts which the email will be tracked to.

5. Click Track

6. The email will be tracked and viewable on Track emails subtab under added Related accounts.

Untrack an email

Pre-conditions:

• You have connected Outlook.

• You have “View tracked emails” permission.

• You have “Tracked Email Management” permission.

   

1. Open Tracked email tab under an Account

2. Click Untrack icon on an email that you want to untrack. This opens a confirmation popup asking you if you’re sure to untrack the email.

3. Click Yes on the confirmation popup.

4. Click Track icon. This opens the Related records section.

5. The email will be untracked and not viewable on Track emails tab.