Mailbox Configuration
Mailbox – Why Did This Happen?
- Email arrived and contact was automatically createdWhat happened?A message arrived from an email address that was not previously defined in the system.Why did this happen?The "create new record if no match" setting is active in the mailbox.What can I do?From mailbox settings:
- You can disable automatic record creation
- You can change the record type to be created (Company / Contact / Lead).
- Email went to the team, not to meWhat happened?The email appears on behalf of the team instead of as a personal activity.Why did this happen?The email was received through the team mailbox.What I should knowTeam mailboxes:
- Work like a shared inbox
- Aim for team-based tracking, not individual record ownership is determined by the mailbox that received the email.
- The same email appears only once in the systemWhat happened?Only one record was created even though multiple users received the email.Why did this happen?Duplication control is active in the mailbox.What does this provide?
- Prevents the same email from unnecessarily multiplying in the system
- Prevents confusion from duplicate activities across teams
- Email was not linked to sales or caseWhat happened?Email arrived but the expected sales / case association was not created.Why did this happen?The association rule defined for the reply chain:
- Root email
- Most recent email
- may not have matched one of the options.What can I do?You can check the association rule from mailbox settings.
- Meeting I deleted in Outlook still appears in RobosmeWhat happened?Meeting was deleted in Outlook but has not been removed from Robosme yet.Why did this happen?Exchange / Google synchronization runs periodically.What I should know
- The deletion will be reflected in Robosme in the next synchronization cycle
- Operations performed through Robosme are instant, external systems are updated periodically
- Sometimes matching is requested for the same email address, sometimes it resolves automaticallyWhat happened?Some emails require manual resolution while others match automatically.Why did this happen?The manual party identification (identify) made previously has been learned by the system.What does this provide?
- No need to make decisions repeatedly for the same email address
- Over time, the system makes more consistent matches
- I sent the email but no record was created in RobosmeWhat happened?Email was sent but activity record does not appear.Possible reasons
- Mailbox may be inactive
- Default mailbox may have been selected incorrectly
- Email may have been sent from outside Robosme