Sales Mailboxes - Google

In this guide we will cover:

• What is the Sales Mailbox Integration?
• Create a New Sales Mailbox Connection
• Using Sales Mailboxes
• Setting Overrides

In this guide we will cover how to setup Sales Mailboxes using Google mailboxes. For information on setting up using Azure mailboxes, checkout Sales Mailboxes - Azure.

What is the Sales Mailbox Integration?#

Sales Mailboxes allow agents to connect and use their own mailboxes for emails in and out of Halo, allowing the sales process to take place inside of Halo whilst still remaining personal to the prospect. Incoming emails to these mailboxes can be automatically added to the associated opportunity, or just monitored by the agent within Halo. Sales Mailboxes can also be utilised for project use, or for sending Mail Campaigns.  

Sales mailboxes for outgoing emails send via actions on tickets.

Create a New Sales Mailbox Connection#

To start, head to Configuration > Sales > Sales Mailbox > New, here give the mailbox connection a name and choose "Google" as the connection type. 

Note: Ensure the "Sales Mailbox" module is first enabled. 

Fig 1. New Sales Mailbox connection

Matching Type - This controls how emails in an agent's mailbox are matched to existing opportunity tickets. 

• Match on Email Address and Subject - Matches to any non-closed opportunity with an exact match on email address and subject. If an email contains the same subject and email address as an opportunity the email will be added to this opportunity ticket.
• Match on Email Domain - Matches to any non-closed opportunity with the same email domain as the sender of the email. If the from address of an email contains the same domain as an existing opportunity, the email will be added to this opportunity ticket. Useful if a single opportunity will involve communications with multiple people at the same organisation and you would like this stored on the same ticket. 

Once saved, you will be able to input details of a Google application to authorise the connection. 

Obtain Google Application Details#

Head to https://console.cloud.google.com/ and create a new project. 

Enable APIs#

Now enable the following APIs for the project:

• Gmail API

Fig 2. Enable APIs and services

Search for the Gmail API and enable this. 

Fig 3. Enable Gmail API

Create Credentials#

Now, create credentials for the project. A shortcut should be available once the API is enabled. 

Fig 4. Create Credentials

If this shortcut is not available, head to the "Credentials" section within the project and select "create credentials". 

Create OAuth client ID credentials. 

Fig 5. OAuth client ID

Note: If this is a new project you will be prompted to configure your consent screen first. 

Setup the client as shown in figure 6, giving it a sensible name and ensure the application type is "Web application". 

A redirect URI will need to be added, this should have the following format:

• https://YOURHALODOMAIN/authcallback

Fig 6. OAuth Client 

Once created you will be given the Client ID and secret for the application. Copy these to a clipboard. 

Fig 7. Copy Client ID and secret

You will need to copy the whole Client ID, including the '.apps.googleusercontent.com' section.

Add Scopes#

The following scopes will need to be added to the client you have created:

https://mail.google.com/

To add this, head to the "Data access" tab > "Add or remove scopes" > search for the scope needed, check this and hit update. 

Fig 8. Add scope to Client

Plug Details into Halo#

Now the Google Application is configured, you can plug the Client ID and secret into Halo. 

Fig 9. Plug credentials into Halo

Once added and saved, you will need to sign into google using a user account (this user does not need to be a Google admin). 

Fig 10. Sign in with Google

Add each Agent's Mailbox#

Now you will need to add all of the mailboxes that you would like to scan. Head to the "Mailboxes" tab and "Add" a mailbox.

Here, enter the email address of the mailbox you would like Halo to process, and the agent this belongs to. The agent chosen here, will be the only agent able to send emails from this address.

Fig 11. Add an Agents Mailbox

Enable Email matching - This setting determines whether emails processed by this address will be matched to tickets automatically. When checked emails in this mailbox will be attempted to be matched to an opportunity/project ticket automatically, if they cannot be matched a new ticket will be created. If unchecked, agents will need to manage their incoming emails manually using the 'My Inbox' module. Each email can be checked and added to an existing opportunity, or added to a new one. If enabled an additional setting will appear 'Emails are matched to' here you can select which tickets emails within this mailbox are matched to, opportunities or projects (based on the ticket type 'Use'). More information on this and using Sales Mailboxes is covered later in this guide. 

Emails are matched to - Available when "Enable Email matching" is checked. Here, you can choose if incoming emails to this mailbox are matched to opportunity tickets or opportunity tickets. 

Now, repeat this for all your agents, until all mailboxes are added here. 

Now, you will need to have each agent log into Google from Halo to authenticate access to their Gmail. 

Once an agent has logged in, they will need to click on their profile > My Account.

Fig 12. My account

Head to the Integrations tab > "Sign in with Google". 

Fig 13. Sign in with Google

They will need to log in with their own Google credentials and allow the Google application access to their account.

Once each agent has done this you can test mailbox access using the button on the Sales Mailbox configuration page. 

Fig 14. Test mailbox access

Once tested, the "Accessible" tab will indicate if the agent has successfully given access to their mailbox. In the figure x example we can see only Nina Peach has logged into Google and authorised access. 

Fig 15. Accounts with connected Google Mail 

Importing Mail#

The Halo integrator will need to be enabled for this Sales Mailbox connection to have the mail in the connected mailboxes imported into Halo. This is enabled under the details tab. 

Fig 16. Enable the Halo integrator for Sales Mailbox

When enabled, the mail will be imported on a  scheduled basis (every 10 minutes). If you require a more frequent sync you can host your own integrator and set this to import mail on a custom schedule. 

When emails are imported they will not be removed or read in personal mailboxes. Importing essentially creates a copy of the email in Halo. 

Using Sales Mailboxes#

Processing Incoming Mail#

Sales Mailboxes can process incoming mail in one of two ways:

1. Incoming emails can automatically be added to opportunity/project tickets based on matching criteria.

2. Incoming emails can be viewed in the "My Inbox" module. Here, agents can process the mail, either adding them to an existing opportunity or creating a new one. 

Having emails match to opportunities automatically can allow for faster processing, but it relies on emails always meeting matching criteria. Options can be set per agent for flexibility. 

Add Incoming Emails to Opportunities Automatically (option 1)#

If you would like to use this option, ensure you "Enable Email matching" for each agent. 

Fig 17. Enable Email matching for agent 

Now, every email received by this mailbox will be attempted to match to an opportunity ticket in Halo.

How are Emails Matched to Opportunities? 

The "Matching Type" setting will determine how emails are matched to tickets. 

Fig 18. Matching Type 

Use "Match on Email Address and Subject" if email subjects are typically unique and each opportunity has one associated contact. The from address of incoming email will be checked to see if this matches the contact email against an opportunity. The subject of the email will also be checked to see if it matches the summary of an opportunity. If both match, the email will update the matched opportunity. Otherwise a new ticket will be logged. 

Use "Match on Email Domain" if each of your opportunities tend to have multiple contacts at the same organisation, requiring emails from anyone at the organisation to update the opportunity. The from address of incoming emails will be checked to see if the domain in the address matches the domain of an opportunity contact. If a match is found the opportunity will be updated. 

Note: Domains matching the Agents own domain will be ignored.

Only open opportunities will be matched on and updated with emails. 

Using the My Inbox Module (option 2)#

If you would like to use this option, ensure "Enable Email matching" is disabled for each agent. 

Fig 19. Enable Email matching is disabled

Now, every email received into this agent's mailbox will appear in the "My Inbox" module. 

Fig 20. My Inbox module

Here, agents can review all their incoming mail and process them onto opportunities. 

Click into an email here to action. 

Fig 21. Options to action an email

Add to Existing Opp - This will add the email to a chosen opportunity as an email action.

Add New Opp - This will allow you to create a new opportunity, the body of this email will be copied into the details of the opportunity automatically. 

Add as CRM Note - This will add this email as a CRM note to a chosen client. A client will be suggested based on the email details, but this can be overridden. 

Delete - This will remove the email from the My Inbox module. Only agents who are administrators in Halo will be able to delete emails from the My Inbox Module. 

Use a Sales Mailbox to Send Outgoing Emails#

Sales Mailboxes can be used to send outgoing emails on opportunity tickets. 

Actions can be configured to use the personal email of the agent that is completing the action, rather than using a shared mailbox. To do this head to the action configuration (Configuration > Tickets > Actions > Defaults tab) and set the 'From address' to be '*Sales Mailboxes*'. 

Fig 22. Default action from address to Sales Mailbox

Now, when this action is used the email will be sent from the agent's Sales Mailbox (personal) address. It will be sent from the address of the agent completing the action, not the agent assigned to the ticket. 

Setting Overrides#

Set Global Sales Mailbox Override

To set a global sales mailbox override head to configuration > Quotations, 'From Address'. Select 'Sales Mailboxes' and this will ensure all quotes are sent out using the configured sales mailbox.

Fig 23. Quotations configuration.

You can also set a 'fallback' mailbox, this is the mailbox that is used to send out the quotation if the agent sending it is not configured as part of the sales mailbox.

If you do not set a fallback mailbox then there will be no restriction on the from address, the agent will be able to choose to send the quotation from all the mailboxes they have access to. 

Note: This setting is overridden by the mailbox settings on the action.

Set override at Client level

To set the sales mailbox override at the customer level, head to the customer's profile > Settings > Email Defaults, 'Mailbox override for Quotation emails'.

Fig 24. Customer override.

Here you can choose the mailbox used to send out quotations for this customer. This will override the global setting for quotations.