Please Note: You would need to send an email to a contact from the CRM to initiate the sync between both platforms. The first outbound email needs to be initiated from the CRM to establish the sync
All subsequent messages in the email thread (initiated from Pest AI ) will be in sync. Outbound emails sent from your email will start reflecting in Pest AI and vice versa.
Setting Up Pest AI
Step 1: Navigate to Settings>Profile
Navigate to Email (2-way sync)
Click on Outlook using the radio button
Select “Connect”
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Step 2: Sign in to Outlook and grant associated permissions.
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Update Email: This helps users change their connected email ID to another one without disconnecting the previous connection.
How Two-way sync works with individual emails, bulk emails, and workflows
Outlook 2-way sync is a user level provider.
How the sender domain mapping works for different types of emails:
Individual Email: On connecting a personal email account (Outlook), the outlook email ID will be considered as the sending domain for the emails sent by the user for individual emails.
Bulk Email: If the user enters their email ID (after setting up the two-way sync) under the “From Field,” the user email ID will be considered the sender domain for the bulk emails. If the field is blank, the account level provider will be considered the sending domain.
Bulk Email: If the user enters an email ID different from their Outlook email, it will consider the account level provider as the sender domain.
Workflow & Automation: Emails will continue to go from account level providers.
Please Note: An email thread initiated from your email will not sync with the CRM.
Email Sync for Outlook :
Emails will now sync differently with your CRM when connecting your personal Outlook email ID for 2-way sync. Previously, all emails with contacts would automatically sync to the CRM, including those involving system users who are also CRM contacts, which could result in personal emails being visible to admins and users with contact access. Now, emails will only sync if they involve contacts who are not system users, ensuring better privacy and more relevant data synchronization.
This enhances privacy by ensuring that personal emails between system users do not sync to the CRM, maintaining the confidentiality of internal communications.
To use this email sync feature, simply connect your personal Outlook email to the CRM with 2-way sync. Emails will now only sync if they include at least one contact who is not a system user. Ensure your email settings are updated to take advantage of this improved functionality.
Please Note: If the sync is disconnected, the subsequent messages in the thread will stop syncing. This will also stop syncing new outbound emails sent from the CRM.
Please Note: Attachments of up to 3 MB size work across this sync, any attachments larger than this size will cause the message to not sync over.
Congratulations! You can now use your personal Outlook email account within Pest AI for sending and receiving emails.
Inbound Email Issues with Gmail/Outlook 2-Way Sync
Logging Attachments from New Emails:
Issue: When contacts sent new emails, the attachments included in those emails were not being recorded in the CRM.
Solution: This issue has been resolved. Now, when a contact sends a new email, any attachments up to 25MB will be properly logged in the CRM, ensuring all important documents are captured and accessible.
Logging Attachments from Reply Emails:
Issue: If a contact replied to an existing email thread, only attachments smaller than 5MB were being logged in the CRM. Larger attachments were not captured, which could result in missing important information.
Solution: This problem has been fixed. Now, attachments up to 25MB included in reply emails will be logged in the CRM, making sure that all relevant information from ongoing conversations is recorded seamlessly.
Outbound Email Issues with Gmail/Outlook 2-Way Sync
Recording Attachments from Sent Emails:
Issue: When users sent emails with attachments larger than 5MB from their personal inboxes (outside of the CRM), those attachments were not being logged in the CRM. This meant that important outgoing documents were not being tracked.
Solution: This issue has been addressed. Now, when users send emails from their personal inboxes, any attachments up to 25MB will be fully supported and accurately logged in the CRM, ensuring that all outbound communications are properly recorded and accessible.