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Absolute Automation

From the get go, we set out to develop the easiest solution to use because we wanted to achieve 100% adoption and utilization. As a result, we developed the only automated solution on the market that works with all email clients and servers. We are also the only solution that provides a custom "Emails" Tab in Salesforce for processing emails, and a custom "Emails" Object for storing and displaying logged emails.


How To

How to Install

Installing Absolute Automation

Prior to proceeding please make sure you have administrator rights, or ask a Salesforce system administrator (sysadmin) to perform the install. The Vision App currently supports Salesforce Professional, Enterprise, Unlimited and Developer Editions.

  1. Download the Ap from the AppExchange

    1. We recommend installing into your production version of Salesforce. Visit the Salesforce AppExchange, and search for "iHance."
    2. While Salesforce AppExchange listings may change the URL location, you may be able to directly download the application using this link.
    3. Be sure to select: "Grant access to all users" when prompted.
    4. When the install is complete, go to your new "Emails" tab by clicking the plus sign at the end of your tabs and then select the "Emails" tab.
    5. This will take you to a wizard that completes the setup process.
  2. Setup in Salesforce

    Now go to your your new 'Emails" tab, click the 'Preferences' subtab, then click "configure mail forwarding" for instructions on setting up your email forwarding to Salesforce.

    1. You can do this setup at the Server side (via Exchange / Google Apps Pro / Lotus Notes, etc.) or Client side (Outlook / Gmail / Mac mail, etc). You will see all of these options in the picklist for setting up "inbound" and "outbound" email.
    2. We highly recommend the Server side install because your Admin can set it up once and it will work for ALL users and All of their email devices.
    3. However, if you proceed with a client side setup, each user at your organization can use the same instructions to setup their individual email clients.

Setup Additional Users

Setting Up Additional Users

Setting up another Absolute Automation user in Salesforce is a two step process.

  1. Turn them on in Salesforce

    1. Under 'Settings' check the 'Use Absolute Automation' box for the user you want to turn on.
    2. Make sure ALL email addresses associated with the user's account are listed and are correct. Often people have multiple email addresses (tom@example.com, tom.jones@example.com). Add any additional email addresses by clicking edit and adding one per line.
    3. Click 'Save'
  2. Make sure their email is forwarding to Salesforce.

    1. Access your 'Configuration Instructions' and follow both inbound and outbound instructions from the drop down menus for your user's particular email setup.

Note: If you setup your inobund and outbound email forwarding at the server level all you need to do is make sure this user's email is added to these server rules.

Configuring Email Forwarding

Configuring Email Forwarding

We've included an instructional walkthrough to set up your Salesforce email forwarding in your new Emails tab.

Go to Emails tab >> Preferences and look for the configure mail forwarding link.

Note that the instructions are broken up into Outbound (email you send) and Inbound (email you receive). You must complete both sets of directions to get both inbound and outbound email logging.

FAQ

Billing for Absolute Automation

Billing for Absolute Automation

Setting up another Absolute Automation user in Salesforce is a two step process.

Absolute Automation is included with your Vision package. Billing runs with all licenses on the first of the month.

MS Office Support

MS Office Support

Absolute Automation supports "Exchange Online" Plan 1 and Plan 2, as well as all three "Office 365 Enterprise" Editions. IS.com does not support "Office 365 Small and Midsize Business" Edition.

See the supported "Exchange Online" plans here:

office.microsoft/en-us/exchange/compare-microsoft-exchange-online-plans-hosted-email-for-business-FX103764022.aspx

See the supported "Enterprise Editions" here:

office.microsoft/en-us/business/compare-office-365-for-business-plans-FX102918419.aspx

For reference, here is a comparison of features offered:

technet.microsoft/en-us/library/exchange-online-service-description.aspx

You may need to establish transport rules for your Microsoft product(s). Visit the Microsoft Technet article here:

http://technet.microsoft.com/en-us/library/jj657505(v=exchg.150).aspx

Secure Content Handling

Secure Content Handling

InsideSales.com takes the security and privacy of your data very seriously. Our Vision and Absolute Automation products are used by over 1,000 clients, including a number of Fortune 500 and financial services clients with strict compliance requirements.

The Absolute Automation application instantly processes and transmits email content to Salesforce. During this process email is 1) either logged to the Lead / Contact record if it exists, 2) posted to your Emails holding pen (if the Lead/Account does not exist), or 3) instantly deleted (if you "ignored" the email address, domain, or content in the email).

The email processing takes place on dedicated Amazon Web Service (AWS) servers. We do not keep any copies of your email in the AWS servers. Every email is processed in real-time so there is no batch processing.

For troubleshooting purposes, your Salesforce Admin has access to the Emails Tab >> Admin Logs sub-tab that will let you know how each email was processed. The only content in Admin logs will be the TO:, From:, and Subject line of the email. In addition our application includes email encryption functionality to further enhance security and privacy of emails within Salesforce. For example, all emails that are temporarily saved in users Pending Tabs are encrypted so they do not show up in Salesforce search results.

Storage

Storage

Tracking your email activity uses a portion of your Salesforce storage allotment. To help keep your storage costs down, review the following items to help reduce your usage.

Step-by-Step

Private Emails

Private Emails

In some cases you may want to send emails that are not logged in Salesforce. These may be personal emails, or business emails containing sensitive communication that should not be logged.

There are three ways to send an email without having it logged in salesforce.com.

Step-by-Step

Additional Privacy Settings

For further privacy settings:

Here are options to send private emails:

https://ihance.zendesk.com/hc/en-us/articles/201194836-How-can-I-send-private-email-that-will-not-log-to-salesforce-com-

And here is an option to make all Emails company-wide in Salesforce private:

https://ihance.zendesk.com/hc/en-us/articles/201194896-Privacy-Settings-Setting-our-Email-Object-to-Private-

And even further company-wide privacy settings:

https://ihance.zendesk.com/hc/en-us/articles/201194906-Further-Privacy-Settings-Grant-Access-Using-Hierarchies

Email Lookups to Custom Objects

Email Lookups to Custom Objects

Does InsideSales.com Absolute Automation support custom objects?

Yes!

By default, Absolute Automation automatically logs emails to Contacts and Leads based on the ‘Email’ and ‘Other Email Addresses’ fields. Emails are also logged to Accounts, Opportunities, and Cases.

You can also create lookups from Emails to your custom objects; IS.com's dynamic email view lets you easily build these associations. You can add an "Emails" related list to your custom object to see all emails linked with it.

This is exactly how the default Email-to-Case linkage works. We automate that process by looking for a Case ID in the email. You can similarly automate your Email-to-Custom Object links by looking for the right data within the email.

If you would like to be able to manually assign emails to your custom objects via a custom object lookup please create custom lookups from Emails to these custom objects and we will add them to your Email layout here:

There is a $20 per month cost for each custom field linked in this manner. This a $20 per month cost for the ENTIRE instance, not $20 per Absolute Automation user.

Historical Email Uploader

Historical Email Uploader

Mass uploading your historic emails to salesforce.com is easy. You simply need to mass forward your old emails as attachments to a unique IS.com-provided email address. Contact IS.com support at support@insidesales.com to get your company-specific email address.

The system is designed to upload massive amounts of emails quickly while allowing for an efficient way to prune out unnecessary emails. The Absolute Automation Email Logger will also catch emails that don't belong to any existing lead or contact record and allow you to auto-create new Contact and Account records on the fly.

The easiest way to forward emails is to multi-select a grouping of emails and click Forward in your email client. When you do this, the emails become attachments.

When sent to the IS.com bulk upload email provided to you, the IS.com platform will translate those records into historical emails. We recommend limiting the total number of selected emails to fewer than 200 per batch. Your mail server may also have size limits on sent emails, so larger emails will need to be sent in smaller batches.

Alternative Method - Outlook Forwarding Rule

An alternative method to manually forwarding batches of emails is creating an Outlook rule and pointing it at a folder full of emails you want logged.

Be advised that this process might cause significant slowdown on your computer, making it difficult to use or multitask while the forwarding is occurring. This might be a process you might want to run overnight.

To have Outlook forward all emails contained in a folder:

  1. Either identify a folder full of emails you want to forward or optionally create a new folder. (Either way we will refer to this target folder as "Forward" for the purposes of these directions.)
  2. If you created a new folder copy all messages you want to forward to the "Forward" folder.
  3. Make sure the “Forward” folder is open (selected) as the rule we are about to create will default to the folder you currently have open.
  4. Select Tools | Rules and Alerts... from the menu.
  5. Click New Rule....
  6. Highlight Check messages when they arrive. Click Next >.
  7. Click Next > again, leaving all conditions unchecked.
  8. Click Yes.
  9. Make sure forward it to people or distribution list is checked under Step 1: Select action(s). Check forward it to people or distribution list as an attachment to forward messages attached.
  10. Click people or distribution list under Step 2: Edit the rule description. Paste in the logging email address iHance has provided under To ->.
  11. Click OK.
  12. Click Next >. Click Next > again.
  13. Make sure Turn on this rule is not checked under Step 2: Setup rule options.
  14. Now make sure to check Run this rule now on messages already in "Forward" (if you named the folder "Forward").
  15. Click Finish and walk away from your Outlook for a bit because it could take awhile.

Once the forward actions complete, you can delete the rule and the "Forward" folder if desired.

Additional Notes

  • If you are going to use our Historic Email Logger to forward emails that are not associated with Account, Contact or Lead records you must tweak "Pending Lifespan" to the desired time-frame.
  • By default our Emails 'Pending Contacts and Leads' tab will only show emails that have had activity in the last '1' month. To change the "Pending Lifespan" go to the Emails tab >> Admin >> Advanced >> Pending Lifespan and change the number to cover the number of months back you are logging historic email then click Save. For example if you are forwarding emails for up to a year ago, enter 12.
  • Note: The manual batch forwarding process described above should be sufficient for you to upload select historical emails. That said, we have other options to upload many years worth of email.
    • As noted above, you can configure Outlook to do the forwarding for you (rather than selecting-and-right-clicking), using the Outlook rules engine to run a forward for "all emails currently in this folder" to the IS.com custom logging email address.
    • Your hosted Exchange provider might have the ability to forward all of your email.
    • We could setup a one-off IMAP sync process that forwards your old email to our AA addresses. This would entail additional work on your end and ours so let us know if you need to pursue this alternative.

Reporting

Reporting

Absolute Automation includes a series of pre-defined Salesforce reports that were uploaded when you installed the package. These can also be used as models for creating your own reports using the demonstrated Salesforce objects and criteria.

The reports can be found in the standard Reports tab, in a new Email Reports folder.

Outlook Plugin

Outlook Plugin

It's unusual for the Outlook plugin not to work "out of the box" but hopefully with a little troubleshooting we can get your emails forwarding to salesforce.

Some steps to check:

  1. Are you downloading the most up to date plugin? Please select 'Outlook (for Windows)' from the drop down menu within your Email Forwarding instructions:

    http://support.ihance.com/ihanceinc/topics/how_do_i_set_my_email_to_forward_to_salesforce_com

  2. Do you have more than one email account associated with your Outlook? Our plugin only logs email for the primary Outlook account.
  3. Do you have any rules which "file" messages to folders other than the inbox? We can only forward emails that hit the Inbox as their first stopping point.
  4. Do you have other email plugins that might run on email send? Example: If you use the salesforce plugin and hit "send and log" it would prevent our plugin from running.
  5. Are both the iHance Log inbound email and Log outbound email options checked off in your Outlook?
  6. Verify our plugin is completely enabled. To check this, click File >> Options >> Add Ins. Then select Manage >> Disabled Items . If you see the IS.com iHance plugin disabled, you need to enable it.
  7. If you're using Outlook 2007 the instructions to view your enabled / disabled add-ins are a little different. Visit this external link:

    tech-recipes/rx/1959/outlook_2007_disabling_enabling_add_ins/

    Once you follow the instructions you'll need to 'Mange: disabled Items' and enable the iHance outlook add-in. Then re-start Outlook and you should see the iHance plugin in your toolbar. Make sure log outbound and inbound emails is selected as pictured above.

If none of these solutions work, you may want to explore moving to a server-side logging configuration.

Problems with Permissions

Enabling Salesforce.com Email Relay

In some cases if your non-admin Salesforce users are having problems getting their emails correctly added to Salesforce, there may be a permissions issue.

Typically you'll want to check two variables:

  • Making sure your users use a custom profile, not a default profile. You may have already done this.
  • Giving that custom profile the correct rights.

Using a Custom Profile, Not a Default Profile

Salesforce doesn't let you give custom permissions to the default profiles, so (if you haven't done so already), you need to "clone" your user profiles so that you can give them the right permissions.

  1. Go to Setup > Administration Setup > Manage Users > Profiles
  2. Clone the Standard User profile
  3. Assign your users to the new cloned profile (which, being a clone, will behave the same as before).

Giving the Custom Profile the Correct Rights

  1. Edit the new cloned profile
  2. Scroll down to the "Custom Object Permissions" area
  3. Give Read, Create, Edit, and Delete access to the Absolute Automation objects:
    • AAConfigs
    • AALogs
    • AAUserPrefs
    • E2EAs
    • EA2Cs
    • EA2Ls
    • EA2Us
    • Emails
    • EmailAddrs
    • Ignores
    • PenPals
  4. Save the profile.
  5. Now that you're back on the profile list page, click on the Profile name (not the "Edit" link).
  6. Go to the last two bottom sections:
    • Enabled Apex Class Access
    • Enabled Visualforce Page Access
  7. Click "edit" in both sections and add all items that start with 'i.' (i is our application namespace within salesforce).
  8. Repeat this process for all desired profiles.

Emails Tab Not Visible

Emails Tab Not Visible

If your non admin Salesforce users are not able to view the 'Emails' tab this could mean two possible things:

A. The "Emails" tab isn't in your user's tab set, but is available when you click the "+" sign next to the tabs.

B. The "Emails" tab isn't available in the full list of tabs for the user.

In that case, the User's profile doesn't have sufficient access to the custom "Emails" object.

Here is our support article on making our custom Emails object viewable to all users' profiles, and assigning the user to this updated profile.

http://support.ihance.com/ihanceinc/topics/what_profile_permissions_do_salesforce_users_need

Google Apps Regular Expressions

Google Apps Regular Expressions

Regular expressions is Google Apps method of forwarding emails for selected users (rather than all Google App users).

To select the users use the first part of their email address (before the @ symbol) in a regular expression.

Here is an example of a regular expression for "mydomain.com." Of course yours will substitue your users' names followed by your doman name in the same manner.

(john.smith|john|support|sales)@ihance.com

Note there are no spaces between the vertical slash symbol ( | ) or between the parentheses separating the names from the @ symbol and your domain name.

In the same area you added your forwarding address add your own regular expression to option 3. under 'Execute this setting only if the envelope sender matches' as illustrated in the picture below.

Make sure the Execute box is checked. Click save!

Best Practices

Proofs

Release Notes

Find our most recent release notes.

Forum

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Advanced training for the PowerDialer for Salesforce.

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