Ploomes allows emails exchanged with customers to be centralized in the interaction histories. To do this, there are two forms of integration: Gmail and SMTP. In this article, you will understand the rules required for synchronization to occur correctly when manually forwarding messages.
How email linking works
Gmail: every message sent or received is automatically synchronized.
SMTP: it is necessary to copy the address defined in the general email settings. An example of this address can be seen in the image below:
But why, in some cases, even when forwarding emails to this address, does the message not appear in Ploomes?
Ploomes checks some rules before linking the email. If these rules are not met, the email will not be displayed or linked to the customer.
The email will only be linked if:
The registered Ploomes email address is present in the message's email list (as sender or recipient);
And one of the following conditions is met:
The integrated SMTP email is on the list;
OR the user's Ploomes login email is on the list.
Examples of cases
Successful case:
To illustrate, let's consider the following scenario:
User login email: tiago.pagani@ploomes.com
Integrated SMTP email: comercial@ploomes.com
Ploomes email address: tiago.pagani@mail.ploomes.com
An email is received by the user with the following characteristics:
The user then forwards it to their Ploomes address, resulting in:
In this case, the email will appear in Ploomes because the rule is met. Note: The Ploomes email address (tiago.pagani@mail.ploomes.com) is in the email list and the integrated SMTP email is in the email list.
Unsuccessful case:
An email is received by the user with the following characteristics:
The user then forwards it to their Ploomes address, resulting in:
In this case, the email will NOT appear in Ploomes because the rule is not met. Note that although the email was forwarded to tiago.pagani@mail.ploomes.com, the other addresses corresponding to the user (Ploomes login address and linked SMTP address) are not in the email list. Therefore, Ploomes cannot verify the user's identity.
General consideration
The main reason for this rule to exist is to prevent a malicious person from sending SPAM to a Ploomes user. Without it, anyone who discovers your Ploomes address could send messages that would be automatically linked to customers, harming data quality and cluttering the user's account.
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Do you have any questions? Do not hesitate to call Support via the platform's chat or by email at suporte@ploomes.com.