The Opportunity Mail Sweep feature allows for opportunity-related emails to be automatically added to the relevant opportunity.
This saves time, as emails do not need to be manually located and added to an opportunity.
It also helps ensure that emails are not missed, and are added to the correct opportunity every time.
How it works
Every opportunity you raise in The Layer gets a unique reference number. When emails are sent from the opportunity, this number can be added to the subject line.
Opportunity Mail Sweep works by identifying this reference in incoming emails, and attaching the email to the opportunity in the form of a note.
Here, the customer's reply email has been added as a note. The .eml file has also been attached. Below is the original email that was sent to the customer.
The opportunity reference is present by default when sending an email from a task.
If you find that it is not there - for example, if you are using an email template without it - then it is easy to add it back in with the Track Opportunity button below the Subject bar.
Note that this button is only present when sending an email from an opportunity.
Configuring mail agents
A customer's email will only be attached to the opportunity if the receiving address is Opportunity Mail Sweep enabled.
To do this, you can access the relevant mail agents from Settings - Mail Agents.
Check the Exchange Sweep box, and then the Opportunity box that appears. This will enable Opportunity Mail Sweep for this agent.
Enabling Exchange Sweep will check the Case box by default. This enables the Case Sweep feature for the mail agent, so make sure to uncheck this box if you do not want it to be active for this agent.
Remember to enable Opportunity Mail Sweep for any support mail agents you are using, too.
Additional options
When Exchange Case Sweep is enabled, the following additional options become available for each agent:
Enable Non-Matching Contacts:
If a contact doesn’t already exist on a customer record, Mail Sweep can create it and attach the message.
If this is disabled, only replies from existing contacts will be processed.
Enable Mail Sweep Attachments:
This option stores a complete .eml file of the email, including attachments, directly in the Case Notes.
The file can be opened in Outlook, making it easy to review full email threads and attachments.
Storage Alert: Enabling this option may lead to increased storage usage, so proceed with caution.
Mail Templates
You can set up mail templates to include the opportunity reference, this will ensure that replies to these emails are swept into the notes of that opportunity
Here are the existing parameters that can be used within opportunity mail templates:
$$opp_reference$$
$$opp_status$$
$$opp_title$$
$$opp_owner$$
For more information on working with email templates, click here
Considerations
Before enabling Opportunity Mail Sweep for any mail agent, you should consider a few things.
Who Should Have Mail Sweep Enabled?
Be cautious: Certain roles, like senior managers, might deal with sensitive information that shouldn’t be added to a case. To avoid this, simply remove the case reference from the email subject before sending it.
Consult Before Enabling Features
The Opportunity Mail Sweep feature, and options such as Non-Matching Contacts and Mail Sweep Attachments have implications when enabled. Always consult with senior management or your account manager before enabling them to ensure compliance and avoid unnecessary issues.