We want to send automated emails to leads in CRM (our CRM pipeline is set up in Sales) and then the customer needs to be able to reply to it. The response should then be recorded in Odoo. The client recieves the email and it's logged in Odoo, but the client's reply is not.
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We found the solution. We needed to define the "Reply to" email in the email template and configure the incoming mail server with the same email.
Well that doesn't explain why it was working while you sent out email individually (manually) and not while you automated the email
With an incoming mail server not set Odoo only records the first 200 replies on a day apparantly.
Ok, is your DB cloud hosted for the limitation to be in place?
The issue wasn't to do with manual vs automated process of emailing leads as suspected.
Thanks for sharing!
Hi
Would you please check the Email Alias of sales team setting
What would I need to check?
If we send the email templates manually and the client responds, we receive it and it is logged in Odoo. Only when we want to automate the email, we don't receive it.
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In your automated process do you still be use the same email template? Do you use a different outgoing or incoming mail server?
Yes, we do use the same email template. We have two outgoing mail servers but none for incoming?
One of the ways to validate what is sent and received is from messages
Settings > Technical > Messages while on developer mode
Received emails Filter by Type 'Email' and Subtype 'discussion'
Sent email filter by type 'comment' and subtype 'discussion'
You would be able to validate from the document ID and document model fields if the customer replies are being logged to the correct document.
I would take a couple of leads and send them email using the email template (manual) and a couple of leads use your automated rule. Reply to these emails (as a customer would) and then validate if the emails (sent and replies) are with the appropriate document IDs
Also, you could check 'outgoing mail server' field on the "Gateway" tab of your outgoing messages, if the automated emails and manual ones use the same server since you mention you have 2 configured