Symptom / Need

Learn what MailVox is and how to configure it in MailVox CRM to manage your emails efficiently.

Context / Scenarios

MailVox is a feature within Wolkvox CRM that allows you to manage emails, facilitating the administration, organization, and response of emails from a single platform. Currently, MailVox only allows integration with the Outlook service, which facilitates synchronization and management of emails directly from Wolkvox CRM.

Answer (Solution / Recommendation)

Considerations: General Scope Functionality

Allowed actions

• Compose, Reply, Reply All, and Forward.
• Attach files according to the formats available in the cases module.
• Attach files with .eml and .msg extensions (Outlook emails) for review or viewing, but these emails cannot be replied to.
• If the .eml or .msg file contains attachments, these cannot be downloaded or viewed.
• Incorporate images and tables into the body of your email. Tables can be edited, allowing you to change the font size or modify the content.
• The maximum size allowed for emails is 25 MB, with an 18 MB limit for attachments.
• The process of copying and pasting tables containing images must be done individually, that is, first copy the table and then copy and paste the image into the table.

Technical restrictions

• It's not possible to edit the original email when using the Reply or Reply All actions due to technical limitations (API). However, it can be edited with the Forward action, as it's interpreted as a new email.
• In new or forwarded emails, you can add yourself as a recipient. This isn't possible when "Reply" or "Reply All" is selected due to API restrictions.
• The maximum number of threads that can be viewed in a specific email is 100. If the email to be viewed contains more than this limit, the tool will display a message informing you that this email must be viewed from the local email engine (Outlook), but will offer the option to view the specific message as a separate message (without a thread).
• In threads, you can't delete posts you've sent yourself, so they'll still be listed even if they come from another folder.
• The search engine for a specific email can only search for individual folders; it doesn't run globally or in all folders like Outlook does.
• When executing the Compose New Mail, Reply, and Forward actions, the feature allows you to attach files (allowed formats and files with .msg and .eml extensions). For the Reply All action, due to API restrictions, you can only reply without attachments.
• Due to restrictions in interpreting HTML code, when viewing content, it may not correctly preserve shapes and styles, which can cause overlapping of content and affect its neat and compact presentation.

Configuration

1. Go to the settings menu.
2. Select “Call Integrations.”
3. Click on “Email Settings.”
4. Select the “Connect with Outlook” option.
5. A pop-up window will appear where you'll need to enter your Outlook credentials. Enter your login information and follow the instructions to authorize the connection.

1. Once the connection is authorized, select the user you want to connect to.
2. Click "Add user" to complete the integration.

After completing the integration, a "MailVox" button will appear in the platform's main menu. Click "MailVox" to access your integrated email account.

Choose the account you want to manage and that is previously integrated.

Within MailVox, you can manage your emails, create new messages, reply to existing ones, and create cases directly associated with emails.