Configuring Email Response to Capture Emails Sent with External Email Clients

This topic describes how to configure Email Response to capture emails sent using external email clients.

To configure Email Response to capture emails sent using external email clients

1. Configure Siebel CRM to send outbound emails using an external email client.

   For more information about selecting an external email client, see Specifying Preferences for Outbound Communications.

2. Activate the following workflow processes:

   • eMail Response - Update Activity from BCC Message

   • eMail Response - Parse Junk Email

   • eMail Response - Append Thread Id

   For information about activating workflow processes, see Activating Workflow Processes.

3. Define the BCC email address.

   For information about defining a BCC email address see Defining the BCC Email Address.

4. Create a communications driver profile.

   Specify the email address defined in Step 3 as the From Address in the communications driver profile. For information about creating communications profiles, see Creating Communications Driver Profiles.

5. Create a response group. Follow these guidelines when creating your response group:

   • Specify the following in the Process Name field:

     eMail Response - Update Activity from BCC Message

     Note: Do not use the value specified when using the Generate Defaults button.

   • Associate the response group with the profile created in Step 4.

   For more information about setting up response groups, see Process of Setting Up Response Groups. For more information about associating profiles with response groups, see Associating Profiles with Response Groups.