Tasks - Emailing into GRATIS

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It is possible for your clients to send emails directly into your instance of GRATIS. This document describes how to enable this function and how to process emails that land in GRATIS.

Prerequisites

• Your IT support team will need to set up an email address in your mail server/Gmail account for your customers to send their emails to. We suggested something such as 'info@yourcompanyname' or something similar.

• The IT support will then need to set a forward rule on this address, the address must be set to forward to your specific GRATIS guid which we will provide you with.

• You may also wish to set up an auto-response advising your customers that their email has been received.
  

• When the email is auto-forwarded to your specific GRATIS guid address the email will land in the new Tasks section on the GRATIS homepage.

How to process emails

• Emails received will sometimes show as unassigned but this is dependent on what has been entered into the subject line of the email.

• If the email received has the exact booking reference number in the subject line of the email the email will auto associate with the relevant booking and consultant
  

• Click the plus sign to expand the tasks section

• There are three options to choose from when processing inbound emails:

1. Ignore
2. Assign
3. Action

• Click the box highlighted in the screenshot below to enable the Ignore and Assign functions.

• Assign the task to an agent or ignore the task

• If you select to ignore the task it will be filed in the 'ignore' list where it will remain for the next 60 days before it is deleted. You can find all ignored tasks under 60 days by selecting the Ignored status from the status dropdown

• Clicking the assign button will allow you to assign the task to yourself or one of your colleagues by selecting the consultant name from the dropdown list

• If you choose to assign the task to a consultant it will move the task into the 'Client  Activities' list for the selected consultant. The task will also appear under the status dropdown within the tasks section under the staus of 'assigned' 

• If you don't want to ignore the task or assign the task to a consultant you can Action the task

• To action, the task click anywhere on the heading of the task to expand the task. You will now be able to read the clients message and action the task by clicking the green action button

• Once the green action button is clicked the below pop up will appear. You now have a number of choices:

1. Set the activity type
2. Associate a booking ref 
3. Change the contact the email has come from
4. Assign the task to a consultant - If the task is associated with a booking be sure to assign the consultant for that booking to the task.

• The mandatory fields are marked with an * (All dropdowns except Booking ref)

• If the email received contains the booking reference number in the subject line of the email the booking ref and consultant will be automatically populated

• Once you have set the required fields you can then click 'set as completed'  or you can choose to 'schedule an activity'.

• When setting an activity the activity will be set against the consultant that you have selected from the consultant drop down and the activity will appear in the client activities section on the homepage within the selected consultant's list

• If  you have chosen 'set as complete ' the email will be saved against the history of the contact - in this example Hannah Jones 

Receiving an email with an attachment

• This process works in the same way as above but when the pop up appears after clicking the green action button you will see any attached files at the bottom of the pop-up box under the 'Attachments' header.

• You can click on the attachment to view it 

• In this example, I have selected a booking reference and a consultant from the available dropdowns and then clicked 'set as complete' 

• If you select a booking reference when processing the task the file will be saved against the booking ref within the file bank. 

• The text from the body of the email will be saved against the history of the client contact associated with the booking.

• If you do not select a booking reference the file will be saved against the file bank of the client contact and the text from the email will be saved against the client contact associated with the booking.