Emails
The Interaction Email module is your centralized record of every email exchanged across the CRM — whether it originated from a Lead, Deal, Quote, Price Book, Sales Order, Ticket, or Sub-Ticket. Unlike a typical inbox, this is a permanent communication log: once an email lands here, it’s preserved exactly as sent or received, forming an audit-safe history you can always trust.
Email List View
A single table showing every inbound and outbound email across all connected modules.
What You’ll See
- Dashboard Metrics – Total Emails, Total Inbound, and Total Outbound
- Sales / Service Dropdown – filter by source area
- Search Bar – find an email quickly
- Email Grid – every email with its source, direction, and linkage
Grid Columns
| Column | Description |
|---|---|
| ID | The email’s unique identifier |
| Sales / Service | Which module the email originated from |
| Associated Ticket | The linked Ticket ID, if one exists |
| Subject | The email’s subject line |
| Message | A preview of the content |
| From | The sender |
| Account / Contact | Linked CRM records |
| Direction | Inbound or Outbound |
| Date Sent / Date Received | Whichever applies based on direction |
Toolbar Actions
- Filter, Refresh, Column Settings, Reset
Good to Know
- The only row-level action is View — emails are permanent communication records and can’t be edited or deleted from anywhere in the CRM
- If an email is linked to a Ticket, the Associated Ticket field is populated; if it originated from a Lead, Deal, or Quote instead, that field simply stays blank
- Inbound emails always capture a Date Received; outbound emails always capture a Date Sent
Email Detailed View
Opening an email gives you its complete record across two tabs: Overview and Document Flow — both entirely read-only, since nothing about a stored email can be changed after the fact.
Overview Tab
Email Information
- Email ID – auto-generated and permanently locked
- Direction, Subject, Ticket ID (if linked)
- From, To, CC
- Account Name, Contact Name
- Created By, Created On
Email Body
The full conversation, shown chronologically — the original message plus any replies or forwards that followed, all in one continuous thread.
Attachments
Each attachment shows its name, type, and date, and can be downloaded directly. Attachments here come either from the email itself or from a manual upload tied to a system-generated case, and once stored, they’re never removed.
Document Flow Tab
Shows every CRM record this email is connected to — a Lead, Deal, Quote, Price Book, Sales Order, Ticket, or Sub-Ticket. If the email touches more than one of these, they’re all shown together in a structured relationship tree, and you can click through to any linked record directly from here.
How Emails Get Linked
The system connects incoming emails to the right CRM record automatically, using whichever of these matches first:
- A Ticket ID reference found in the email
- A record reference detected in the subject line
- A match against the sender’s email address
- Manual linking, when none of the above apply
If no match is found, the email is still captured — it just remains unlinked until someone connects it manually.
Why Emails Can’t Be Edited or Deleted
This module exists specifically to preserve an accurate, tamper-proof communication history. Once an email is captured:
- Its content can never be modified
- It can never be deleted
- Its attachments are preserved permanently
This keeps every conversation trail intact for audit and compliance purposes, no matter how far back you need to look.