Hi all,
Bit of a weird problem and not sure if an error with our SMTP setup or Odoo.
We are sending quotes to clients directly in Odoo as intended, and in the email templates settings for quotes we are adding a Cc email address of the sales rep dynamically using code. This is working, so the sales rep receives a copy of the quote sent to the client. The problem is that when the client replies to the quote/ email received on their end, Odoo is logging & capturing the clients email reply as a 'Log Note' within minutes....but then waiting til 09 minutes past every hour to actually email the sales person Cc'd with that clients response. This creates a backlog of client communciation & missed email replies that only sync once every hour at xx:09.
Worth noting that no email apps are being used as we're just using Odoo 16 settings/ options.
Any help much appreciated.
After hours of investigation:
This wont apply to clients as their emails aren't listed as aliases under the single Odoo mail account (obviously) so the issue is now 'why sales reps are not getting email notifications if a client replies to a quote/ invoice etc mailed out from Odoo.'
Maybe the notification settings on sales reps preferences are set to Handle in Odoo?
all sales reps preferences are set to Email....but no emails come to them.
Is the sales rep email an alias or individual? Also, verifying if the salesrep email id added as a follower of document.
Settings > technical > messages has the history, might be able to validate if sales rep was included as recipient of the message
We are using email aliases & sales reps are already followers of docs/ records, so not sure if they are supposed to be receiving notifications when a client responds via email to a quote sent etc but aren't because of this alias setup. (?)
We managed to get a workaround sorted by creating a rule in outlook to redirect lost emails to specific sales reps that were being captured and stored in the main Odoo email account.