How to keep email threads together and move them

The Mail Route app keeps email conversations in the right place. It does two things:

• When two companies both use Viindoo (for example to handle tickets together), replies by email land on the same ticket, task or opportunity on both sides, provided each side adds the other’s email alias as a follower before replying.

• Move Message Thread moves all the messages of a record to another record, and routes future replies there too. Use it when a conversation was started on the wrong record or on a duplicate.

Who	Any user for email threads. Moving a thread requires the Move Message Thread right.
App	Mail Route (with Helpdesk, Project or CRM)

Before you start

• Mail Route is installed. It is installed automatically with the email features; to check, search for Mail Route in Apps.

• The ticket examples use the Helpdesk app; the same steps apply to the records of Project and CRM. Move Message Thread itself works on any record that has a chatter.

• Incoming emails work and an alias domain is set: How to connect Viindoo to your own mail servers.

When do I need this?

• Tickets of two companies that support each other (Helpdesk).

• Tasks of two companies working on the same project (Project), or a task on one side and a ticket on the other.

• A purchase order on one side and a lead or opportunity on the other (Purchase and CRM).

Where do I find the email alias of a team or project?

Each side needs the email alias that receives emails for the record type.

Record	Where the alias is
Ticket	Helpdesk ‣ Configuration ‣ Helpdesk Teams, open the team, Emails tab (shown once an alias domain is set).
Task	Project ‣ Configuration ‣ Projects, open the project, Settings tab.
Lead or opportunity	CRM ‣ Configuration ‣ Sales Teams, open the team (the alias is shown when the team uses leads or opportunities).

How do I keep a conversation between two Viindoo databases in one thread?

Example: Company A (company-a.viindoo.cloud, helpdesk alias support@company-a.viindoo.cloud) asks Company B (company-b.viindoo.cloud, helpdesk alias support@company-b.viindoo.cloud) for help on a ticket.

1. Company A creates a ticket, adds as follower a contact with Company B’s helpdesk alias (support@company-b.viindoo.cloud) and sends the message.

2. Company B’s Viindoo creates a ticket from the email. Before replying, Company B adds as follower Company A’s helpdesk alias (support@company-a.viindoo.cloud). This alias must be the alias of the team set in Helpdesk Team on Company A’s ticket.

3. Company B replies from the ticket.

The reply arrives on Company A’s original ticket, and the whole conversation stays in one thread on both sides.

The receiving side always adds the sender’s alias before replying: the helpdesk team’s alias for a ticket, the project’s alias for a task, the sales team’s alias for a lead or opportunity.

How do I allow a user to move message threads?

1. Turn on developer mode.

2. Go to Settings ‣ Users & Companies ‣ Users and open the user. In the Access Rights tab, Technical section, tick Move Message Thread.

How do I move a thread to another record?

Warning

Moving a thread cannot be undone. All messages leave the current record, and future replies go to the new record.

1. Open the record that holds the messages, click the gear icon (Actions) and choose Move Message Thread.

2. In Move To, choose the type of record and the record that should receive the messages.

3. Click Apply, then confirm.

Viindoo opens the target record: its chatter now holds the messages of both records.

Common errors

Problem	What to do
Move Message Thread is not in the Actions menu.	The user does not have the Move Message Thread right, or the record has no chatter.
This move was not confirmed, so nothing has been moved. Check that “Move To” is filled in, then click Apply again and confirm when asked.	Fill in Move To, click Apply and confirm.
The other company’s reply created a new ticket instead of reaching the original one.	The receiving side did not add the sender’s alias as follower before replying, or the alias is not the one of the team on the original ticket.

Next steps

• How to connect Viindoo to your own mail servers: set up the alias domain and incoming emails.

• Chatter: follow records, log notes and send messages: send messages and add followers.