Article published on the 30th of January 2020.
1. What is Email Manager
WorkPoint Email Manager is a smart, intelligent system for automatic journalizing and backing up e-mails and attachments. Email Manager 365 safeguards your company’s business-critical data with an intelligent solution for automated journaling of emails on Microsoft Azure cloud storage. By using Microsoft Azure for storage, your company can be sure no critical data such as information, e-mails, and attachments is lost.
Here are three reasons to choose Email Manager:
Ensures correct archiving of mails
WorkPoint Email Manager ensures that emails and attached files from customers and suppliers are archived correctly. Email Manager works out by itself where emails from customers and supplier is to be archived, and makes optimal archive search possible.
WorkPoint 365 ensures automatic exchange of information with relevant persons. Email Manager is delivered with in-built security making it possible to limit who can gain access to which emails.
Overview and automation of processes
With WorkPoint Email Manager you achieve unhindered knowledge-sharing throughout the organization and ensure that no business-critical data vanishes.
WorkPoint Email Manager offers a lot of configuration options and the system can accommodate all business needs. Examples could be which business modules Email Manager should operate on, or if certain users on a solution should be excluded from the general rules for journaling. WorkPoint Email Manager also offers a lot of configurable options for security.
2. How Email Manager works
As a general explanation, Email Manager is a service running in the background of the day to day office work. Whenever Email correspondence goes on the Emails are stored in an SQL database in Microsoft Azure cloud storage - a database referred to as the "Archive".
From the archive, Emails can be pointed to various journals. All entities which can hold Emails have a journal, in which Emails can be journalized from the archive. Technically, the Email is stored only in the archive. The archive then points to various journals. In effect, this means that if what looks like an Email is deleted from a journal, the actual Email is still stored in the archive.
The following image is an illustration of how Email Manager works:
3. Different ways to journalize
Email Manager offers three different ways to journalize emails:
Automatic journaling in Email Manager is based on Email addresses. If the Email Manager system recognizes an e-mail address, the system will automatically journalize the e-mail in that entity's journal. Using this method, it is also possible to define e.g. *@andersoncustombikes.com. Using this configuration, all e-mails addressed to or from any e-mail address on the @andersoncustombikes.com domain can be journalized in that entity's journal.
Furthermore, this method of journaling can be used backwards, meaning if an entity is created in WorkPoint after some correspondence has already taken place, the system can pick up e-mails registered on the entity, and add e-mails to the new entity's journal, even though the correspondence took place before the entity can created.
Smart journalization uses a so-called RegEx expression in order to recognize patterns in Email subjects and body texts, and journalize the Emails based on this. An example could be a RegEx expression which recognizes Project IDs, and uses this information to search for an entity with that ID. If an entity is found, the system automatically journalizes the e-mail in the journal of the found entity in WorkPoint.
Manual journaling refers to dragging and dropping one or more e-mails from a mailbox into a journal in WorkPoint.
Various settings for WorkPoint Email Manager can be set from the WorkPoint Administration. Please note that this article will not go in depth on how to configure WorkPoint Email Manager.
An example of configurable aspects of Email Manager is shown in the following image:
For information on how to configure Email Manager settings, please refer to our documentation on each topic, which can be found here.
The following is a list of frequently asked questions regarding WorkPoint Email Manager.
Question: What impact does Email Manager have on my mailbox?
Answer: Email Manager does not have any impact on your mailbox as such. An indicator shows which e-mails have been journalized, and it is possible to see where the e-mail is journalized in the bottom of the e-mail. All other functionality of your mailbox operates as usual.
Question: Can others view my e-mails?
Answer: Yes. One cannot, however, select to see an individual co-workers mailbox. It is possible to create shared mailboxes. An example could be if a contact person is created called Edward Dean in WorkPoint, and the e-mail address firstname.lastname@example.org is added to that person. All mails to and from this email address becomes available to everyone, by searching through all journals. No other person than Edward Dean can access his mailbox, but mails to and from Edward Dean, which have been journalized on an eitity, can be found by searching through all journals in Email Manager.
Question: How can I see if an e-mail has been journalized?
Answer: A small indicator flag is added to the e-mail, letting users know that it has been journalized. The flag color is configurable.
Question: What happens if a case is moved from one customer to another?
Answer: The e-mails have been journalized on the individual entity. If the entity is moved, so are the e-mails in it's journal.
Question: What happens if I shut down my computer?
Answer: WorkPoint Email Manager runs as a cloud service, and as such, the service runs independent of the power status of your computer.
Question: Can e-mails disappear? Can they always be found?
Answer: Generally, even if e-mails are deleted from a journal, it still exists in the Email Manager archive and can always be restored from here. Administrators do have the option to delete e-mails permanently. This option was developed in order to comply with GDPR rules.
Question: If I delete an e-mail from all journals it is journalized in, is it lost?
Answer: No. The e-mail is stored in the Email Manager archive, and can be restored from there.