Oracle Email Integration with Digital Sales

Sales teams can use Integration with Oracle Email to send and receive emails in the Digital Sales application. Emails can be sent directly from the Contact, Account, Opportunity, or Lead work areas.

To set up this feature, you need to complete a few steps:

1. Set Oracle Email service as the mail server for Digital Sales.

2. Register access points.

3. Configure an email channel.

4. Set a scheduled process to retrieve inbound emails.

5. Set the profile options to display past conversations in the outbound emails.

Set Oracle Email Service as the Mail Server for Digital Sales

Set the following profile option to use Oracle Email service as the mail server for Digital Sales.

1. In the Setup and Maintenance work area, use the Manage Administrator Profile Values task:

   • Offering: Sales

   • Functional Area: Sales Foundation

   • Task: Manage Administrator Profile Values

2. In the Manage Administrator Profile Values page, select Oracle Email as the site value for the ORA_ZCA_DS_EMAIL_OPTIONS profile option.

Register Access Points

For emails to process successfully you need to register the email addresses in the SVC_INBOUND_EMAIL_ADDRESSES profile option as access points.

1. Go to the Manage Email Configuration, Registration, and Validation. The Access Point Value of the Access Point Setup region shows the email addresses specified in the SVC_INBOUND_EMAIL_ADDRESSES profile option.

2. Click Register on an email address to register it. Restart the servers to ensure the newly registered email addresses are active. Contact Oracle Support to restart the servers. If you unregister an email address, all inbound emails to that address are lost.

Configure an Email Channel

Set up an email channel to enable users to send and receive emails.

1. Go to Manage Communication Channels.

2. On the Service Channels page, click Create Channel.

3. In the Create Channel window, select a Stripe Code.

   Select CRM to process emails from and to external customers.

4. Select the Channel Type as Email.

5. Select Purpose as Sales.

6. Use the sales email ID of your company as the Account Name. For example: [e-mail].

   If a forwarding rule is configured, all the emails that are sent to the specified sales email ID are forwarded to Oracle inbound email ID. If an outbound email is configured, Oracle emails the customer as the specified sales email ID.

7. Ensure that the generated Channel Code is unique.

   The channel code is autogenerated and identifies a communication channel when exporting or importing channels from one environment to another.

   • If the autogenerated channel code is unique, you can leave it unchanged.

   • If the autogenerated channel code isn't unique, add a set of characters to the code.

8. (Optional) Enter a Display Name to indicate any information about the channel such as the name of the organization for the channel. The new channel you create is active by default.

9. Click Save.

This table summarizes the details for email setup.

Email	Description
Inbound Email	Indicates the emails received from your contacts. As part of your implementation, set up a forwarding rule on your company email server to redirect these emails to Oracle inbound email ID. This is the email account that Oracle provided at the time of provisioning. For example, all the emails sent to [e-mail] are forwarded to pod_name.fa.extservice.incoming@pod_name-opcwf.mail.dcsn.oraclecloud.com for processing. Forward the sales emails to one of the email IDs provided in the SVC_INBOUND_EMAIL_ADDRESSES profile option.
Outbound Email	Indicates the emails sent by salespeople to the contacts. To ensure that the outbound email is delivered successfully to the external recipients, set up a Sender Policy Framework (SPF) policy on the domain. Set up an SPF policy on your domain as an authentication mechanism. The exact method of setting up an SPF policy varies from one domain provider to another. For example, v=spf1 include:spf_c.oraclecloud.com ~all.

Set a Scheduled Process to Retrieve Emails

To retrieve emails at regular intervals, set a scheduled process.

1. From the Navigator menu, select the Scheduled Processes option.

2. In the Scheduled Processes screen, click Schedule New Process.

3. In the Schedule New Process dialog box, select Job for Type.

4. Search for and select the Retrieve Inbound Email Messages option from the Name drop-down list.

5. Click OK.

   The Process Details dialog box shows.

6. Click Advanced.

7. In the Schedule tab, in the Run options, select the Using a schedule option.

8. Select Frequency and specify a Start Date.

9. Click Submit.

Set the Profile Options to Display Past Conversations in Outbound Emails

To enable your sales team to see the past conversations in the email threads, configure the following profile options in the Manage Administrator Profile Values task:

Profile Option	Description
SVC_EMAIL_ENABLE_PAST_CONVERSATIONS	This is the profile option to display past conversations. By default, it's set to No. Change the value to Yes to enable the past conversations.
SVC_EMAIL_NO_OF_PAST_CONVERSATIONS	This profile option sets the number of past conversations to be included in the email thread. The default value is 1. You can specify a value from 1 to 10. If you set the value to 0, past conversations aren't included. If you set a value greater than 10, only a maximum of 10 conversations are displayed.
ORA_SVC_EMAIL_PAST_CONVERSATION_SHOW_MSG_TYPES	This is the profile option to include the message type in past conversations. The default value is Y. The message type is translated based on the user locale. The default language may be different than the local language. For example, if the user locale is Japanese and the default language is Chinese, although everything gets translated to Chinese, only the message types appear in Japanese.