Connecting an e-mail label in Sugar CRM

RE: Connecting an e-mail label in Sugar CRM

Maike Mak — Thu, 24 Feb 2022 08:11:36 GMT

Dmytro Chupylka Tony Romano Thank you both for your answers! due to a problem with a double filter on our end, we didn't get the e-mails assigned under the label as I wanted. The label is now successfully connected to Sugar as I manually had to type in the label in the "Monitored folders" bar in the Sugar e-mailsettings. First, the entire G-mail mailbox with the labels did not appear in Sugar, but after manually typing the label in the Sugar e-mail settings it appeared and now the label is sucessfully connected. The e-mails are forwarded as a case into our cases module.

The following help I got as a reply from the Sugar support desk after several weeks:

RE: Connecting an e-mail label in Sugar CRM

Tony Romano — Wed, 23 Feb 2022 15:53:23 GMT

Thant's not what I suggested exactly for same reason as the warining, and not required to fulfil the requirement as far as I understoood the OP, but happy to revisit if I've misunderstood..

RE: Connecting an e-mail label in Sugar CRM

Dmytro Chupylka — Wed, 23 Feb 2022 15:48:28 GMT

that should assign a label and forward an email from SugarClub, but should we expect that forward an email which has been labeled by label X as criteria for forwarding?

When creating a forwarding filter there is a warning not to use label: in the criteria:

RE: Connecting an e-mail label in Sugar CRM

Tony Romano — Wed, 23 Feb 2022 15:32:24 GMT

using standard Gmail features:

create a filter and select which incoming email address it will apply to,

then apply the label

then choose a forwarding address

RE: Connecting an e-mail label in Sugar CRM

Maike Mak — Mon, 21 Feb 2022 15:00:59 GMT

Francesca Shiekh Dmytro Chupylka thank you for your answers. I have tried removing the label and forwarding the mail to the registered e-mail address Inbox in Gmail. The e-mail gets delivered in G-mail as well as in Sugar but as a bounce saying "this e-mail could not be delivered". Which is strange because that e-mail address does exist and is connected to Sugar. I also see the notification failure in Sugar which shows that it is working, just not in the correct way.

RE: Connecting an e-mail label in Sugar CRM

Dmytro Chupylka — Thu, 17 Feb 2022 19:05:52 GMT

as I remember, "label:" is not recommended in setting Gmail filters as forwarding rules, since they don't filter incoming messages - looks like labeling is performed in Gmail after the message forwarding rules have been applied to incoming emails or maybe there is some other reason...

there is an option that comes to mind - to write an App script for Gmail with forward() method with label value in forwarding criterion, however that won't be an initial inbound email to send over to Sugar but rather a new email - just like the one could be created with "forward" button

RE: Connecting an e-mail label in Sugar CRM

Francesca Shiekh — Thu, 17 Feb 2022 16:52:21 GMT

I don't think Sugar has anything out of the box to process the labels on your Gmail account.

I may have misunderstood your issues, but if you are wanting emails with a given label to be forwarded to the mailbox that sugar reads for creating cases, then you might have better luck trying to work with Gmail filters to set up the forwarding by label.

FrancescaS

RE: Connecting an e-mail label in Sugar CRM

Dmytro Chupylka — Thu, 17 Feb 2022 14:58:46 GMT

If there are criteria to organize emails under labels in Gmail, then configuring those criteria in CRM should help to organize emails under the Case or at least Tag them out - immediately on archiving each incoming email to Sugar with e.g. auto-forwarding to SNIP service.
Make sense?