In the past week, we finished several email integrations projects in Salesforce. Salesforce offers several options for this. Let’s have a look at a few.
Sending emails is an easy task. You can do that from workflows or process builder, especially if you use leads or similar objects, which offer you great flexibility on which fields to map for sending emails.
The part worth going into is the ability to connect your outgoing email to Gmail – that way it allows you to send emails from Salesforce seamlessly as if it is coming from your Gmail. This is also a good way for avoiding your emails from landing in the spam folder.
The other feature worth mentioning is Organization Wide Emails – a feature that allows several users to send emails from the same account (e.g. firstname.lastname@example.org) instead of each sending from their personal emails. The replies can then be monitored from that single email.
Incoming emails can be trickier. What you need to achieve determines what route you should take.
Email to Case
This mechanism creates a case whenever you have an incoming email. Well, Salesforce does not actually log into your mailbox and you do not need to share your credentials with it, but instead, it creates a designated mailbox. Any emails sent to this mailbox will automatically convert to a case in Salesforce. Since the case populates email fields, it can also be used to connect the cases to the respective records.
A good way to make use of this mailbox is by creating email forwarders. Gmail supports this, and it allows you to direct any email that matches certain criteria to another address – in this case, the Salesforce mailbox.
Since Google requires the receiving mailbox to verify the connection, it will send a test number, which you need to provide in the forwarder settings. Since you do not have any real access to the “contents” of the SF mailbox, your best bet here is to look at the developer logs and get the number from there.
Email services work similar to Email to Case – you have to set up a Salesforce mailbox in a similar fashion, and you can set up forwarding rules. The difference is that Email services are used for Apex coding – if you want to run custom logic on the incoming emails, such as parsing the contents and take action based on that, then email services is the way to go.
This is one of the recent additions to Salesforce. It is available under Salesforce Lightning for Gmail and Lightning Sync, but it works just fine in Classic too. Gmail sync is a “mix” of Outgoing and Incoming Emails; it allows you to work with Salesforce from your Gmail. You can search, create, edit and view Salesforce information directly from Gmail as well as keep contacts and calendar events in sync. We must note that this option requires Google G Suite, though. The free version of Google does not work with this feature.
Need help with setting up email service automation for your Salesforce? Give us a call!