How Siebel CRM Desktop Resolves Email Recipients

Siebel CRM Desktop does the following work:

• If a user manually shares an email sent to or received from a contact, then it does the following:

  • Resolves the recipients and sender of the email into contacts.

  • Suggests relationships for resolved contacts for the email activity.

  • Suggests a list of accounts and opportunities that are related to the resolved contacts.

  • If the user chooses an account or opportunity, then it creates a relationship between the account or opportunity and the activity that the user creates from the email.

  • If the user manually creates a relationship between the shared email and a Siebel CRM record before the user sends the email, then the automail processing feature does the following work:

    • Preserves the relationships that the user makes.

    • Updates the email activity with contact relationships that Siebel CRM Desktop resolves from the email addresses of the recipients.

• If an email activity is created automatically, then it does the following:

  • Resolves the email recipients and sender into contacts.

  • Creates a relationship between these contacts and the email activity.

  • Of these contacts, it creates the following relationships for the first contact it encounters that contains a check mark in the Save Correspondence check box:

    • Sets this contact as the primary for the activity

    • Creates a relationship between the primary account for this contact and the activity

  • If the user sends a shared email, then Siebel CRM Desktop does the same processing but it does not resolve the sender as a contact.

  • If, to create a relationship for a contact, the user uses the Contact MVG dialog box for an activity that is linked to a shared email, then Siebel CRM Desktop does not add email addresses to the To field. A relationship that the user creates with a contact does not update the recipients list for the email message.