Truly email tracking allows your customer conversations to automatically sync as activities in your Salesforce instance, making several email fields reportable and easily accessible in your Activity feed!
Do you support Office365?
Coming very soon!
Does this work with @gmail.com accounts?
No, this feature is currently limited to Google Apps users.
Does this support the same features as Yesware/Mixmax/Cirrus?
We do not support email open tracking, templating, scheduling or any of the other ‘save reps time’ features that typically are associated with email tracking apps. Our main focus with this feature is solving the problem of not getting good email data into Salesforce in order to get Revenue Process Automation to work. If you need these other features, you can easily supplement our email tracking with another freemium product like Mixmax, Yesware, CirrusInsight, etc because the automation features they offer cost ⅓ of what their salesforce-integrated offering costs. You can buy both products and still save money!
Which emails will get synced?
Our goal is to sync 100% of customer-facing emails across the entire organization to Salesforce.
First, we automatically ignore any email thread that only has internal users on it, since these emails are not customer facing and almost never relevant to your CRM reporting. We identify internal email addresses off licensegroupdomain.
Second, we filter out any email communication that we judge not to be initiated by a person, such as:
System Emails (calendar event updates/notifications/etc)
Junk/Spam emails (any email that is not in your primary inbox)
Third, we determine whether the email is safe to sync to CRM by applying the following rules in order:
Contact Match Lookup: we assume that having a contact explicitly listed in the CRM is a signal that all email communication is to be logged against it. If we find multiple contact matches, we either choose the one owned by the primary inbox owner OR most recently updated.
CRM Domain Lookup: If a contact doesn’t exist, it’s possible that the person you’re talking to is not a primary stakeholder, but the communication is still relevant (eg: you have been pushed down to work with someone on the front lines, or there is a new employee that has just started). To account for this, we query Salesforce to see if any accounts match the external domain, and choose the one either owned by the primary inbox owner OR most recently updated. If the domain does not exist, we stop here, and do not sync the email.
Next, we check whether the selected account has been “Blacklisted”. There will be times when relationships with an external organization are complex and you won’t want all emails to sync. For example, it may be that you are both a customer and a vendor of your HR consultants, and you don’t want sensitive employee information syncing to CRM. Or it may be that one of your investors is also a customer, and you don’t want board level communication to get logged for everyone to see. The steps for blacklisting can be seen below.
How does the system identify an ‘Account Domain’?
If you install our Salesforce Package, we add a custom field named Account.TrulyActivity__Email_Domain__c which updates based on the emails of contacts that are attached to the account (no configuration needed).
If you choose not to install our package, you can add a custom field named Account.truly_emailDomain__c and populate this yourself.
How do I “Blacklist” an Account for email sync?
If you install our Salesforce Package, we add a custom checkbox field named Account.TrulyActivity__Email_Only_Sync_Contact_Matches__c. You can set this value to ‘true’ If you choose not to install our package, you can add a custom checkbox field named truly_emailOnlySyncContactMatches__c and populate this yourself.
What InfoSec practices do you employ?
We do store a copy of your emails on our servers, although with protections that go beyond most other services.
First, we only store email data that we identify as being customer-related (includes an external party, is not SPAM).
Second, all emails are encrypted twice over - once at rest by Amazon Web Services and a second time by our system. The first level of encryption ensures that your data is safe if there is ever an intrusion into an AWS data center. The second level ensures that almost nobody inside of Truly (even our engineers) can query or view your email records, and in the event that someone does access your records, an audit trail is generated as part of our security policy.
If you have any additional questions or issues please chat with Truly Support, or email support@truly.co, and we’ll be happy to assist!