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Drop box

Storing your sent & received emails in Capsule is simple using the Capsule drop box. You can also use the drop box to create new Cases & Opportunities and attach emails to existing ones.

Storing emails

The Capsule email drop box provides a convenient way to store email messages in one simple step when you send or receive an email.

First you’ll need to know your drop box address which has been automatically generated by Capsule. You can find it by clicking on your name in the top menu bar then selecting My Preferences Mail drop box . It will look something like this: dropbox@12345678.examplecompany.capsulecrm.com

Then:

  • When you receive an email from a contact, forward the email to your drop box address and the email will be attached to the contact who sent it.
  • When sending an email to your contacts, BCC the drop box address and the email will be attached to the recipients.

Tip

If you forget to BCC the drop box simply find the email in your sent folder and forward it to the drop box address.

Controlling where an email is attached

When you BCC or forward an email to the drop box, Capsule will automatically attach the email to each contact referenced in the email and auto-create contacts that don’t already exist. Read more details about how the matching rules work here.

You can override the attachment rules as follows:

Attaching an email to a specific contact

If for any reason you’d like to attach an email to a specific contact (i.e. a contact that isn’t referenced directly in the email) there’s a simple way to do this. Simply forward the email to the drop box but before sending, add a From: line to the start of the email using the email address of the contact you want to attach the email to, like so:

Attaching an email to a specific opportunity

When you forward an email to the drop box, you can create a new opportunity by replacing dropbox@ with opportunity@. It will look something like: opportunity@12345678.examplecompany.capsulecrm.com. Capsule will auto-create the new opportunity, attaching the email and contact.

If you’d like to attach the email to an opportunity that already exists, just open the opportunity in Capsule and then from the Actions menu and select Attach an email action and Capsule will provide you with a specific drop box email address to use.

Attaching an email to a specific case

When you forward an email to the drop box, you can create a new case by replacing dropbox@ with case@. It will look something like: case@12345678.examplecompany.capsulecrm.com. Capsule will auto-create the new case, attaching the email and contact.

If you’d like to attach the email to a case that already exists, just open the case in Capsule and then from the Actions menu and select Attach an email action and Capsule will provide you with a specific drop box email address to use.

Starting a track

When you forward an email to the drop box, you can start a track by replacing dropbox@ with track+[track name]@. For a track called “welcomepack”, it will look something like: track+welcomepack@12345678.examplecompany.capsulecrm.com.

Capsule will auto-create a new opportunity or case, attaching the email and starting the track.

Alert

If you’re using Office365 or Outlook.com then you might have problems using a plus + sign in the email address. You can replace it with a minus - sign instead and it will work just the same.

Creating a follow-up task

To create a follow-up task just replace dropbox in the email address with todo and the drop box will automatically create a follow-up task for you, as well as attaching the email to the contact. Example address: todo@12345678.examplecompany.capsulecrm.com

  • Note that this task will be due today

If you’d like to set the task as due tomorrow instead, simply add +tomorrow to the drop box address like this: todo+tomorrow@12345678.examplecompany.capsulecrm.com or if you’d like the task to be due further in the future, add +[number of days]d for example: todo+7d@12345678.examplecompany.capsulecrm.com to create a task that will be due in a week.

Troubleshooting

If you’re having trouble with the drop box, here are a few things to check:

  1. Capsule authenticates your email address before accepting any email to the drop box. Each email address you send from (your own email address) must be recorded against your user record in Capsule. To add or amend your email addresses see this article.

  2. If you’re forwarding an email inline to the drop box then it’s important that you don’t remove the forwarding header that is included at the top of the message. Capsule uses the email address in this header to identify which contact to store the message against. A normal forwarding header looks like this:

  3. If you’re having trouble storing your emails in Capsule when using Outlook, Apple Mail or Thunderbird then you are best to use the option to Forward as Attachment instead.

  4. Capsule doesn’t currently support auto-forwarding from Gmail. We are beta testing a solution to this and if you would like to try it out, contact us on support@capsulecrm.com

  5. Capsule is designed to keep track of messages between you and your contacts. It won’t store messages that are only between you and other users of your account.

  6. If you still have a problem, please get in touch at support@capsulecrm.com with a description of the problem you are having, the subject of the problematic email and the date & time you sent the message to the drop box.

Hints for using different email clients

Some email clients such as Outlook remove email addresses from the forwarded message. As a result Capsule can’t identify which contact to attach these messages to. For best results, use the Forward as Attachment method if your email client supports it.

  • Outlook and Office 365 For best results, choose the Forward as Attachment option when forwarding emails to the drop box. Capsule needs the full email address for matching to contact records and Microsoft products tends to drop the email address when using the default forward method.

    If you are seeing extra lines between paragraphs in the messages you forward to Capsule, you can resolve this by installing the fix outlook line breaks script.

    Note

    Because this script is developed by a third party we can’t offer support for it. You can learn more about why your Outlook email may appear differently for non-Outlook users in this article.

  • Thunderbird: If Thunderbird offers the choice of email format choose either ‘Send the message in both plain text and HTML’ or ‘Convert the message to plain text’. Given that most email programs handle a combination of text and HTML, you might consider setting ‘Send the message in both plain text and HTML’ as your preferred option. See Preferences > Composition > Send Options in Thunderbird.

  • Apple Mail: To forward a message as an attachment, select the email and then select Message Forward as Attachment from the menu bar.

  • Gmail via G Suite: Instead of forwarding messages from contacts to the drop box, you can use the Capsule gadget that appears at the bottom of each message to store the message against a contact in Capsule. For messages that you send to contacts you will still need to BCC the drop box.

  • Gmail.com: If you use Firefox or Chrome, you can configure Google Mail to automatically BCC your drop box when sending emails by installing the Gmail Auto BCC script

    Note

    Because this script is developed by a third party we can’t offer support for it.

Incompatible Apps

  • Gmail Mobile: If you are using the Gmail app on your phone or tablet then unfortunately the forward process in this app is incompatible with the drop box. This is because the Gmail app does not include the sender’s email address in the headers when forwarding the message. For mobile devices you’re instead best to use the mail apps that come with the phone or tablet.

  • Lotus Notes

Attachment file size limit

The maximum email size is 25MB. Email systems typically use a method called base64 encoding to attach files to emails. This has an overhead of about 30%, so the total size of attachments should not exceed around 17MB.

Support for international languages

The drop box handles most character sets used in emails and converts these to UTF-8 for storage. If you forward a message containing a character set that the drop box doesn’t recognize you’ll receive a notification email explaining the problem. To allow the drop box to recognize the message, select UTF-8 encoding when forwarding the message.

Detailed explanation of email matching rules

The drop box identifies contacts from their email address and looks for a match in Capsule using the following rules:

  1. For emails sent to a contact and BCC’d to the drop box, Capsule attaches the email to all recipients the email is addressed to (CC’s and BCC’s are ignored). Capsule will auto-create the recipients if they don’t already exist.
  2. For emails received from a contact and forwarded to the drop box, the rule depends on how the email was forwarded:

    • If the email was forwarded as an attachment (the preferred method), Capsule attaches the email to the sender only, auto-creating a new contact if a match is not found for the sender’s email address.
    • If the email was forwarded inline (the default method in Outlook and the only method in Gmail), Capsule scans the text of the email to determine the sender of the original email. Capsule attaches the email to the sender only, auto-creating a new contact if a match is not found for the sender’s email address:
  3. For emails sent and then later forwarded to the drop box, the rule depends on how the email was forwarded:

    • If the email was forwarded as an attachment (the preferred method), Capsule handles the email as per rule 1. above.
    • If the email was forwarded inline (the default method in Outlook and the only method in Gmail), Capsule scans the text of the email to determine the recipients of the original email. In this scenario the drop box will only attach the email to the first recipient that the the email is addressed to, auto-creating a new contact if a match is not found for the recipient’s email address.