CiviCRM Community Forums (archive)

Hi,

We ause the autofiling process at the moment so when a staff member emails a contact from their outlook they bcc the crmactivity@ mailbox into the mail and the system picks it up and creates an activity against the matching contact.

This all works fine, however:

If the staff member receives a reply from the contact (or indeed an inbound email) and that goes into their normal work email, the contact obviously wouldn't know to copy in the crmactivity@ email address.

The staff were forwarding the email to the activity mailbox but obviously civicrm can't match it up to the contact correctly as the email has not come from or gone to the contacts email address but is showing as having come from the staff member.

Can you let me know how others have implemented this so that incoming emails directly from contacts to staff mambers can be sent into Civi activites and match against the contact the mail originally came from.

Thanks for your help.

Dave

Agreed - we use Redirect instead of Forward for exactly this reason.  We use Thunderbird and Outlook, you can redirect from either.