Hello! In other CRM solutions, there is an option to use a bcc system email address that can be used when responding to a client outside of the CRM, so that the communication gets linked to the proper contact. Does Creatio have this functionality?
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Dear Bridget,
Thanks for your question.
Creatio is not syncing emails for the email addresses which are added to BCC. However, in case such an email was sent via Creatio (not via email provider), it will also appear in the system.
Please let us know if additional questions arise, we will gladly assist you!
Best regards,
Anastasiia
Anastasiia Marushenko,Is there a way to synch outside emails into Creatio?
Dear Bridget,
Thanks for getting back to us.
Let me explain the logic behind how the BCC field works.
The BCC field in the letter is seen only by the sender, and only in the sent email folder.
This behavior is based on the message data transfer logic at the email server level, the recipient in the blind copy does not have access to view the list in the BCC field.
None of the recipients will see the blind copy (even if you send it to yourself).
Therefore, the BCC field in Creatio will be filled in only in two cases:
- the letter was sent from our system and while sending you need to specify the recipients in this field.
- the letter was synchronized from the sent letters folder.
But also in the email in Creatio you can see that the email type is outgoing.
Let me explain how the application determines the type of email.
In the case when you send a letter to yourself, its type will always be outgoing, because the logic for determining the direction is simple - the current mailbox (which synchronizes) matches the value in the "From" field or not. If yes - the letter is outgoing, in all other cases - incoming.
Based on the above, I would like to summarize:
The BCC field is not displayed in the application as the letter is synchronized, as an incoming one (we first received this event from the email server).
We have registered your request to the R&D team to add functionality to sync BCC letters in future releases.
Feel free to get back to us if you have any questions!
Best regards,
Anastasiia
Anastasiia Marushenko,
Hi Anastasiia, just a question, is there any news related to this subject?
Thanks in advance,
Marijana