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How E-Mails Are Processed by SSI

There are three ways to get an e-mail saved from your MS Outlook Desktop / On the Web or Gmail mailbox to SAP C4C:

1. Manual (selective) saving via SAP C4C Add-In

2. Semi-automatic saving via dedicated folder

3. Automatic items saving with auto-save

All these ways to save an e-mail are described in this article.

   

1. User-defined (selective or manual) saving

You can save an e-mail or calendar item linked to an existing or new created Cloud for Customer object. To do that:

  • Open Cloud for Customer SSI Sidebar

  • Select/create an e-mail or open a meeting/appointment in MS Outlook, Outlook.office.com, or the SSI Chrome Extension for Gmail

  • In Cloud for Customer SSI Sidebar, click Save this E-Mail at the bottom of the relevant object’s expanded card.

  • (optionally) modify the item’s Subject on saving, if you want to name the matching SAP C4C record differently.

Tip

In addition, there is an optional possibility to edit a saved e-mail’s Body before it’s conveyed to SAP C4C

  • Click Add

 

Read mode and Compose mode in MS Exchange / Office 365

  • If the message is opened in Read mode, that is selected in the Inbox or Sent folder, or the custom added SAP e-mails folder (e-mails from any other folders are not processed by SSI), it will be saved in SAP Cloud for Customer directly, following the regular pattern.
  • If the message is opened in Compose mode (that is, it is a new message created by clicking New e-mail, Reply, or Forward in MS Outlook/Office 365/Gmail), saving it in SAP C4C is not possible until you enable synchronization, or, as a workaround, you could save the message and move it to the Sent MS Outlook folder and then open it in Read mode and save it.
    Note that in SSI Chrome Extension for Gmail e-mails saved in Compose mode are handled in the same manner as in Read mode, the save date/time set according to the date/time when the Extension’s Sidebar was opened to save the e-mail.

 

 

Saving files attached to e-mails in SAP C4C

In the same “Save an E-Mail to SAP C4C” dialog, you can mark files attached to the e-mail which you want to save in SAP C4C along with it:

 

 

2. Semi-automatic saving via dedicated folder

To quickly save an e-mail in SAP C4C by Synchronization, you can make use of either of the following methods:

  • Drag-and-drop the e-mail to the dedicated SAP E-Mails MS Outlook folder

 

or

  • Right-click on the e-mail item and assign it the custom SAP Cloud for Customer SSI category

 

Note

E-mails saved this way will be created in SAP Cloud for Customer on the following sync session, that is within 1-30 minutes after saving. E-mails will be auto-linked to a single relevant Contact or Individual Customer. See the point (3) below to learn how linking is performed

 

 

3. Automatic saving with Auto-save

If the corresponding Sync setting is enabled, all new incoming/outgoing e-mails from/to addresses already registered in SAP C4C will be saved in SAP C4C automatically, auto-linked to a single relevant Contact, Account, or Individual Customer. The following pattern is applied on retrieval of related object(s) to be linked:

  • The sender’s and recipients’ addresses are retrieved from the To, CC, and From fields of the e-mail
  • The addresses are matched with Contact and Individual Customer records available in your SAP Cloud for Customers
  • The saved e-mail gets linked to the first matching record found (a single one)
  • If no matching records are found for some e-mail addresses, the are still registered in the saved unlinked e-mail object’s Recipients field

 

E-mail categories which do not get auto-saved when Auto-saving is enabled:

A. In-org e-mails. In addition, if opened for such e-mails the Sidebar displays a notification “Nothing to save in SAP Cloud for Customer”

>>> Click to see a screenshot <<<

B. E-mails from/to addresses or domains blocklisted from syncing on the Org level or individual level. In addition, if opened for such e-mails the Sidebar displays a notification “Nothing to save in SAP Cloud for Customer”

C. E-mails placed into any other folders of your e-mail client but Inbox, Sent, or the custom SAP E‑Mails one

D. Service e-mails (see below)

 

 

The Add-In / Chrome Extension does not work with Service e-mails

Service e-mail messages cannot be saved in Cloud for Customer or processed in any way, so the Add-In / Chrome Extension cannot be opened for the following kinds of e-mails:

When an e-mail of this kind is selected in MS Outlook Desktop or On the Web, the button View Context of SAP Cloud for Customer becomes disabled and the Sidebar cannot be opened.