Incoming mail
Nobody has to remember to log the e-mail. Wise CRM watches the mailbox you tell it to watch, matches each message to the organisation it came from, and registers it against that record — where everyone can see it.
What happens when mail arrives
The program checks the mailbox on its own schedule. A message from an address it knows is written into that organisation's registered actions with its subject and its first lines, and the activity flag on the record turns green — red if the sender is one you have marked as urgent. Nothing is deleted, moved or replied to: your mailbox is left exactly as it was.
- Up to two incoming mailboxes, IMAP, per licence
- Matched on the contact's e-mail address
- The subject and the opening lines are registered, with the timestamp
- Read-only: the CRM never touches the message itself
Working the flag
The Sel column is a five-step cycle: click its header and the list moves from everything, to what you have not seen, to what is ticked for the next mailing, to the open flags, to the urgent ones only. Any step with no rows in it is skipped. When the message has been dealt with, CLEAR ACTION FLAG puts the record back to normal — for everybody, at once.
- A dot means actions YOU have not read yet, per user
- Green: an open flag. Red: open and marked urgent.
- The cycle never lands on an empty list
- Clearing the flag is a team-wide act, not a personal one
Ctrl+M — show me the mail itself
The registered line tells you an e-mail arrived. Sometimes you need the e-mail. Stand on the customer and press Ctrl+M: Outlook opens and searches for the sender of the newest incoming message on that record — which, in a conversation with four people at one company, is usually not the contact selected on the form. It is one of the integrations shipped with the program, and you can write your own.
- The hotkey is a line in integrations.txt: Hotkey definition (Ctrl+): M
- %MAILFROM% is the address of the newest incoming message
- Other integrations open LinkedIn, the website, or anything you script
- Everything runs on your machine, with your own Outlook profile
Keys worth learning on day one
Two of these are yours to redefine — the hotkey is a line in the configuration file.
- Ctrl+M
- Show the mail from whoever wrote last, in Outlook
- F6
- The integrations window for the selected contact
- F11
- Run the selected integration
- F5
- Refresh, so a colleague's clearing shows up
What this replaces
The whole ritual of turning a mailbox into a record by hand.
- Copying an e-mail into the CRM as a note, when somebody remembers
- A shared support mailbox nobody is sure has been answered
- Forwarding "FYI" to three colleagues so it is on the record
- Finding out at renewal that a complaint was never logged
Point it at one mailbox
Fill in one IMAP block, wait for the next message, and watch the flag go green on the right customer.