We purchased the CRM module recently. One of the biggest issues we have at our company is that when customers want answers, they email multiple people around the business.
We can’t have all of these people on the CRM as the licensing cost would be huge, so we setup a domain rule when emails come in through 365, to automatically add ‘b2bcustomers’ to the recipients - a shared mailbox.
I set up b2bcustomers as a Monday.com account, with a license to CRM, and integrated my outlook account.
Now, if I send an email directly to b2bcustomers from an account that i’ve setup in the CRM, the email flows through fine into the timeline on Monday.
However there are multiple emails from existing contacts that have come through since I set the rule up, and they don’t appear in Monday.com. I can see them in the shared B2Bcustomers inbox, but they don’t flow through to Monday.com. Is it the domain rule that’s causing the issue? Would it be better to autoforward them to the shared mailbox instead?
You might want to look into our Email to Tasks for monday.com app. It allows you to automatically or selectively convert emails (including those in shared inboxes) into tasks on your CRM boards. This way, you can make sure all customer messages are captured in monday without needing every team member to have a license or relying on complex domain rules.
That could simplify your workflow and make sure nothing slips through the cracks.
