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Email Archive: Store Customer Replies in SugarCRM

Question asked by Jule Slootbeek on Jan 30, 2015
Latest reply on Feb 1, 2015 by Peter Fletcher
SugarCRM Professional (OnDemand), Version 7.2.2.3 (Build 1004)
OnDemand

Hi,

I'm looking to track my sales teams' correspondence in SugarCRM.
I enabled Email Archiving, and when I BCC [our address]@sugarondemand.com, the email is correctly linked to the Contact object. We use Google Apps for email, and can use the steps outlined in this post (http://datasyncorp.com/enabling-sugarcrm-automatic-email-archiving/) to BCC every email.

I have two questions surrounding this

a) How can I set up SugarCRM to always BCC [our address]@sugarondemand.com when emailing customers

b) When that customer replies, the email goes directly to the "from" address, which is my sales rep. How can I make the reply also get tracking in Sugar, so the entire communication between sales and customer is tracked.

I believe this is a pretty basic feature of a CRM, and am a little disappointed that it's not obvious in Sugar how to set this up.

Thanks,

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