You can save both incoming and outgoing emails from Microsoft Outlook to NexJ CRM. You can see saved emails in NexJ CRM on the Contacts workspace, in the Journal tab, in the Activities subtab. Emails can be saved as email activities in two ways:

• While sending a new message.
• From received messages in your mailbox.

There are three options for saving emails:

• Save to NexJ CRM
  Creates an email activity for entities whose email addresses correspond to the recipients or the sender of the email.
• File With
  Allows you to specify which entities you want to have this email activity created for, as well as other optional settings.
• Create Follow-Up
  Creates a follow-up task for a specified user, as well as an email activity for a specified entity.

When you save an email to NexJ CRM, a new email activity is created and its properties are automatically filled with the information related to the email as follows:

Body
The body section of the email activity in NexJ CRM is populated with the body of the email, with any boilerplate text removed, as indicated by the settings in the Advanced Options dialog.

Subject
The Description field in NexJ CRM is populated with the subject line of the email.

Assign To
The Assign To field in NexJ CRM is populated with the user who is saving the email.

For
The For field is populated with any contacts listed in the To, From, CC, and Bcc fields. Users are not included in the For field by default.

Status
The status of the email activity in NexJ CRM is automatically set to Sent or Received, depending on whether you sent or received the email. The date and time the email was sent or received appears in the Detail tab of the email activity.

Sender and Receivers
The To, From, CC, Bcc, and Reply To fields in the Detail tab of the email activity store the corresponding information from the email.

Classification
If this functionality is enabled, this field is populated with the Microsoft Outlook classification associated with the email.

Attachments
Email attachments are stored as attachments to the email activity in NexJ CRM, as long as the attachment type is allowed by the settings in the Advanced Options dialog.

Related
Any related items, such as products, opportunities, campaigns, or service requests, are stored on the Related tab of the email activity in NexJ CRM.

Follow-ups
If you created a follow-up task while saving the email, the task will be stored in the Follow-ups section of the Related tab of the email activity in NexJ CRM.

Saving outgoing messages to NexJ CRM

You can save outgoing emails from Microsoft Outlook to NexJ CRM.

To save an outgoing email:

1. Create a new email in Outlook.
2. In the Message tab, click Send & Save.
3. [Optional] If there are any unrecognized email addresses in the email and if your application administrator has enabled this functionality, the Select contacts to add to NexJ CRM dialog may appear. Use this dialog to either associate the unrecognized email addresses with existing contacts or to add the contacts to NexJ CRM before proceeding with your task. The dialog may have different functionality depending on how your application administrator has configured it.
   
   1. For each contact that already exists in NexJ CRM, but is associated with a different email address, click Add email to existing contact. In the NexJ CRM Lookup dialog that appears, select the existing contact that you want to associate with the new email address and click OK.
      The Select contacts to add to NexJ CRM dialog appears, and the contact's name appears in the Existing Contact column. The selection checkbox to the left of the contact's email is disabled.
   2. For each contact you want to add to NexJ CRM, confirm or specify the email address, first name, and last name.
   3. If your application administrator enabled this functionality, specify the rep code associated with each new contact you are adding to NexJ CRM.
   4. If your application administrator enabled this functionality, specify the company associated with each new contact you are adding to NexJ CRM.
      The Select Company field may be required or optional. If it is required and you do not specify a company, then those contacts will not be added to NexJ CRM.
   5. Select the contacts you want to add to NexJ CRM or click Select All.
   6. Click Next.
4. In the confirmation message that appears, click OK.

The email has been sent to the recipients and has been saved to the journals of the recipients.

Saving incoming messages to NexJ CRM

You can save incoming emails from Microsoft Outlook to NexJ CRM.

To save an incoming email:

1. Select the email from Outlook and click Save to NexJ CRM. If the email has already been saved to NexJ CRM, you will be asked if you want to overwrite it.
2. [Optional] If there are any unrecognized email addresses in the email and if your application administrator has enabled this functionality, the Select contacts to add to NexJ CRM dialog may appear.
   Use this dialog to either associate the unrecognized email addresses with existing contacts or to add the contacts to NexJ CRM before proceeding with your task. The dialog may have different functionality depending on how your application administrator has configured it.
   1. For each contact that already exists in NexJ CRM, but is associated with a different email address, click Add email to existing contact.
      In the NexJ CRM Lookup dialog that appears, select the existing contact that you wish to associate with the new email address and click OK.
      The Select contacts to add to NexJ CRM dialog appears, and the contact's name appears in the Existing Contact column. The selection checkbox to the left of the contact's email is disabled.
   2. For each contact you want to add to NexJ CRM, confirm or specify the email address, first name, and last name.
   3. If your application administrator enabled this functionality, specify the rep code associated with each new contact you are adding to NexJ CRM.
   4. If your application administrator enabled this functionality, specify the company associated with each new contact you are adding to NexJ CRM.
      The Select Company field may be required or optional. If it is required and you do not specify a company, those contacts will not be added to NexJ CRM.
   5. Select the contacts you want to add to NexJ CRM or click Select All.
   6. Click Next.
3. In the confirmation message that appears, click OK.

The email has been saved to the journals of the recipients.

Using File With

Use the File With command to associate emails with entities that are not senders or receivers of an email, to associate a related item with the email, or to specify the security level of the email.
To associate emails with entities that are not senders or receivers of an email:

1. Do one of the following:
   • If the email is in your mailbox, select it and click File With in the Home tab.
   • If you have just created the email, in the new message window, click Send & File With in the Message tab.
2. [Optional] If there are any unrecognized email addresses in the email and if your application administrator has enabled this functionality, the Select contacts to add to NexJ CRM dialog may appear. Use this dialog to either associate the unrecognized email addresses with existing contacts or to add the contacts to NexJ CRM before proceeding with your task. The dialog may have different functionality depending on how your application administrator has configured it.
   1. For each contact that already exists in NexJ CRM, but is associated with a different email address, click Add email to existing contact.
      In the NexJ CRM Lookup dialog that appears, select the existing contact that you wish to associate with the new email address and click OK.
      The Select contacts to add to NexJ CRM dialog appears, and the contact's name appears in the Existing Contact column. The selection checkbox to the left of the contact's email is disabled.
   2. For each contact you want to add to NexJ CRM, confirm or specify the email address, first name, and last name.
   3. If your application administrator has enabled this functionality, specify the rep code associated with each new contact you are adding to NexJ CRM.
   4. If your application administrator has enabled this functionality, specify the company associated with each new contact you are adding to NexJ CRM.
      The Select Company field may be required or optional. If it is required and you do not specify a company, then those contacts will not be added to NexJ CRM.
   5. Select the contacts you want to add to NexJ CRM or click Select All.
   6. Click Next.
3. In the Save Email to NexJ CRM dialog that opens, click the Select button to add contacts, companies, or households to the For field.
4. The NexJ CRM Lookup dialog opens.
5. For each entity you want to associate with this email, first find them by searching, using their name.
   To restrict which contacts, companies, or households that are displayed in the NexJ CRM Lookup dialog based on a rep code or a split rep code, select the rep code in the Filter field above the entities list.
   By default only the first 100 search results are shown. If the search takes too long to execute, contact your application administrator to configure the number of results shown.
6. [Optional] To associate the email with an item such as an opportunity, service request, product, or campaign, click Select next to the appropriate field in the Related section and do one of the following:
   • For related opportunities, in the Opportunity dialog, select the desired opportunity and click OK. You can filter opportunities by text in the opportunity description, opportunity state, or by using a predefined filter.
   • For related campaigns, in the Select from My Campaigns dialog, select the desired campaign and click OK.
   • For related products, in the NexJ CRM Lookup dialog, click Add for each related product. You can filter products by text in the product name. Once you have added all the desired related products, click OK.

   • For related service requests, in the Select from My Service Requests dialog, select the desired service request and click OK. You can filter service requests by service request ID or text in the service request description.

     Some of the items in the Related section are only visible if the appropriate registry settings have been enabled. For more information about registry settings, contact your application administrator.

7. [Optional] If you want to limit who can access the email activity in NexJ CRM and if your application administrator has enabled this functionality, specify the view and edit security for the email.
   1. Click Security.
      The NexJ CRM Security dialog appears.
   2. In the View Security area, specify the user or group that can see this email activity in NexJ CRM.
      Choosing Public allows all users to see the activity.
   3. In the Edit Security area, specify the user or group that can edit this email activity in NexJ CRM.
      Choosing Public allows all users to edit the activity.
   4. Click OK to save your changes.
   The NexJ CRM Security dialog closes.
8. Click Save to NexJ CRM.

The email is stored in NexJ CRM, with its For field containing all of the entities you associated with it. The email also appears in the journal of each entity.

Interacting with clients using service level management

You can use NexJ Add-In to save emails that you would like to track as touches in the NexJ CRM Service Level Management dashboard.

Users of NexJ CRM use Service Level Management to monitor their recurring communications with clients. They are able to monitor their interactions with multiple clients through the Service Level Management dashboard that shows the status of their touches within a given reporting period.

Proactive touch type example

Jennifer is a financial advisor and an active user of Service Level Management. Her top ten clients belong to a gold service model, which includes a Proactive Touch type. This touch type requires communication with her clients every month and ensures that they are consistently receiving the required level of attention. The activities that can be tracked as this touch type may include a meeting, a phone call, or an email.

Jennifer decides to send an email composed in Microsoft Outlook to a gold service model client and selects the Proactive Touch type in the Save Email to NexJ CRM dialog. When Jennifer checks her Service Level Management dashboard in her Home workspace in NexJ CRM, she sees that the touches for this month have already been completed for this client and that new touches have been scheduled for the client with a 30-day interval starting from the current day.

Enabling touch type tracking in NexJ Add-In

To enable touch type tracking, your application administrator must:

• Enable the ShowSLMTouchTypes registry key for users.
• Use NexJ Admin Console to add the email activity template to a touch type.

Related links

Configuring NexJ Add-In using the NexJ CRM Advanced Options dialog