Email Settings and Email Templates

Updated
Overview

Pacific Solutions will only support Outlook 365 and Google Workspace (aka Gmail).  The email integration sends email messages and attachments directly from the management system (JobRunner and FloorManager).  Emails (with or without attachments) are created within the management system. The management system then uses a Java-based plugin to connect to the designated SMTP server to send the message. **In Admin>Personnel/Access>Access Levels uncheck the box “Use Outlook Plugin”.**  

When the email message is sent, the details of the message are stored in the management system on the CRM Tab on the record it was created. For example, if an email is generated from the CRM Tab at Job# 125, that email message will be housed on the CRM Tab at Job# 125. There is an option to place that sent email message in that specific user’s Email Client Sent Folder. This feature requires SMTP or IMAP connectivity to the server be enabled. The sent folder name needs to match the sent folder name in the user’s Email Client (ie: Sent Items Folder). This feature cannot be used with POP3 configurations. You may need to turn OFF anti-virus email scanning to use the email feature.

Emails with attached documents such as Quotes, Sales, Work Orders, etc. may still be sent from the management system without using the new email integration. However, choosing to not use our new email integration feature, makes the process work differently. This means that only emails created with the intent of sending a quote, sale, invoice etc. may be sent. The email details are passed off to the user’s default email client to send the message however, users will complete and send the message in their email software (not their management system software). Once the email has been sent from the user’s default email client, the user will return to the management system.  No log of these messages is kept on the CRM tab in the management system.

You must have the proper Plug Ins Installed for email to work properly.


Outgoing Email Setup

First, establish the Outgoing SMTP settings for each personnel entry. Navigate to the Profile/Commission Tab and click the “Email Settings” Button at the bottom left of the screen. This opens the Email Settings window. There are three sections to this screen; the User Information section, the Outgoing Email Settings section and the Incoming Email Settings (while the incoming email feature is active, you do not need to fill out any information in this section).




Should you choose to add signatures, the signature image must meet the following requirements:
  1. JPEG 980x245 
  2. 72 DPI
You can either drag & drop or copy & paste this image into the field.
Be sure to select the Signature Type using the radial button:


Once the email settings for outgoing have been established, use the “Test Outgoing” button to test the email settings.
Once the email test is successful, contact support@pacific-solutions.com to have your email features activated for general use.
This setup process is much like for a cell phone or other mobile device. The primary difference is that the management system does not send directly to Exchange Servers. The management system requires the implementation of the SMTP connector in Exchange.
Enter the domain name or IP address of the SMTP server into the SMTP Server Address field. Selecting TLS or SSL in the Options boxes will make adjustments to the required ports. These settings can change the default port being used for the sending of email messages. A specific port can be identified if it is placed after the server address. For example, mail.office.com:2525.

The ForceTrust and Expunge settings are for communicating with specialized email servers. Most users should not need to use these features. An IT specialist can advise on whether these settings need to be used.
The workstations MUST be able to access the server. Firewall configurations may be required for the workstation and/or the network router.

The “Save in Sent Folder” checkbox will place history of the email message in the user’s sent folder in their email client program (i.e. Gmail, Outlook, etc.). The management system must be able to make an IMAP connection to the email server in order to place sent messages into the user’s sent folder. The management system sends the message via SMTP then connects through IMAP to place the sent messages in the user’s sent folder. Leaving this box unchecked does not affect the sending of a message nor the attaching of the message from within the management system. It only affects the ability to see the message from inside the user’s email client program (i.e. Gmail, Outlook, etc.). You must enter the IMAP server address into the IMAP Server Address field if you wish to track sent emails into your email client’s Sent Folder.

The Reply to Address must be for an account in which the user is set up as a delegate.  

Click the “Close” button once the settings have been completed and tested.


Creating Emails

You may create emails directly in Opportunities/Samples and Contacts/Customers by clicking the email icon. In opportunities/samples, this icon is located in the main “For” section at the bottom right of the email field. Emails may also be created directly at the contact/customer record by clicking the email icon located to the right of the main email field on the phone tab.








When printing, pdfs of the Proposal/Quote may be attached to an email by checking the box “email” at the printing options screen. This is also possible when printing Orders/Sales, Invoices, Work Orders and Purchase Orders.


Incoming Email

The Incoming Email Feature of the database is available to clients on v22b8 and newer.  
You do not need to fill out the last section titled Incoming Email:

To test your connection:
  1. Go to an existing proposal 
  2. Click: Print > Check the email box > Continue > Send a test email to yourself
  3. After you receive an “email sent successfully” notification in JobRunner/FloorManager, check your inbox and open the test email 
  4. Reply to the email and the response will be sent to the Pacific Solutions inbox
 Back in the system, on the dashboard upon login, there is a button that says Incoming Emails:
 
There is a scheduled script that runs every night and pulls in any replies that were sent from JobRunner/FloorManager, but it is possible that this process can be interrupted for various reasons (ie. a user changes their email password and forgets to change it in JR/FM).  Should you need to sync emails, click (1) Sync Emails, and the system will go into the email inbox to look for anything sent from the database up to 14 days in the past.
 
You can hide individual emails or Hide All (2).  You can use the (3) Show Omitted Emails button to access them again.  If you click the (4) arrow by the proposal it will take you to the proposal, sales agreement, change order, etc. it was sent from.
 
 
 
You can watch this video to see a demonstration of how the incoming email function of the database works. 


Email Templates

Navigate to:
  1. Admin Panel 
  2. Personnel Access
  3. Profile/Commission Tab
This is where Email Templates are set. Underneath the Email Settings button, there is a button labeled “Email Template”. Use this to set each personnel entry’s Email Templates. Each personnel entry may have different email templates. 

Since these initial settings are located in the Personnel/Access area, only Administrators of the management system will have access to initially set up email templates. Later, access to individuals may be given so that they may change their own email templates. Regular users will not access Personnel to change their email templates.
The Email Template button in Personnel is used to set default or standardized email templates for each user.



Underneath the “Select Module” area, click into the first line space and select either Quotes, Sales, Invoice, WorkOrder, or PO (1). Once the Module has been selected, move to the right section “Template Text”. A default subject line of the email for that module can be entered (2).  The default body of the email may also be entered (3). If you already set up your email signature in the Email Settings box, do not include your signature in the Template, as this will result in a duplicate signature.  .  At the bottom of the template is a field for “Attachment Name”. Enter the default root name for all attachments in the selected module (4). For example, if “Quote” is selected, the default attachment name might be “Estimate”. The quote/proposal number will automatically become part of the attachment root name you place here. 



Repeat this process for each module. Click the “Close” button at the bottom of the screen when completed.

Access for users to individualize their email templates is granted by using the Report/Admin Options area in the main Admin Screen. Click on the Report/Admin Options button from the main Admin Screen and “turn on” the Email Templates option for each/all users. 

A review of the Report/Admin Options may be found in the Help Center. 


Establishing Customers, Vendors & Installer Emails 

The system has the ability to auto-fill the “TO:” field on emails based on information stored at the customer level, the vendor level and at the installer vendor level.

At the customer level there is a field on the Phone Tab to store the main email address:



This is the email that will auto-populate the sender field of the email when sending Proposals, Sales, Invoices, etc.

At the Vendor level there is an email field at the Account Info Tab that stores the email default for sending POs:



At the Subcontractor Installer level, there is a field for the installer’s email address on the Contacts Tab.  This email address will auto-fill the sender field on the email when emailing installer work orders:



Here is a video walking through how you would utilize additional vendor or subcontractor/installer contacts on an email:

Including Internal Team Members on Emails

Should you wish to be able to CC internal team members of documents emailed to your customers from the database, you will need to import them.  This only pertains to v22b8 and newer.  There is a KB Article with instructions for this process.  Please click the link here to be directed to that article.  


Troubleshooting

Getting error messages when testing email settings indicates you may have email scanning anti-virus software turned on. You must turn OFF anti-virus email scanning to use the email feature.                                                                                                       

Inquiries

All software update questions, concerns and educational inquiries need to be sent to 

support@pacific-solutions.com either by email or phone: 800.201.6509. 


Training-v22b10-20221121EB-KB
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