Efficiently managing email communication is crucial for maintaining a smooth workflow. Engager's Automatic Email Linking feature ensures that emails are accurately linked to the correct client or contact profile, saving you time and effort.

Here's everything you need to know about configuring and using this feature.

1. Configuring Automatic Email Linking Settings

Practice-Wide Email Settings

To configure global email linking settings for your practice:

1. Go to Settings > Practice Email.
2. Adjust the defaults for how inbound emails should be linked.
   Options include:
   • Linking to own profile (e.g., Individual / Sole Trader or 'Contact Only').
   • Linking to the business profile (e.g., Primary or Secondary Contact of a Business).
   • Linking to related individual's profile (e.g., secondary contact of an individual).

These settings will affect:

• Outbound emails sent from outside Engager (e.g., Outlook or Gmail website). Emails sent within Engager are always automatically linked to the correct client.
• Inbound emails that are not already part of a conversation linked manually. Emails received in relation to manually linked threads will continue to be linked based on the existing connection.

User-Specific Email Settings

Individual users can decide whether their emails should be shared with other users:

1. Navigate to Settings > User Email.
2. Choose whether emails should be automatically readable by other team members.

2. Overriding Global Email Linking Settings

Client Profile-Level Customisation

For a specific client profile:

1. Navigate to the Related Contacts & Individuals tab within the client profile.
2. Set how a contact’s emails should be linked.

Note: These settings will override global defaults for that client or contact.

Individual Profile Customisation

For individual contacts, you can override global settings at the profile level:

1. Open the General Information section of the individual’s profile.
2. Adjust the automatic linking settings.

3. How Automatic Email Linking Works

When automatic email linking is enabled:

• Any inbound email that matches a client or contact's profile will automatically be linked to their Communication tab, unless manually overridden. Emails received in response to manually linked threads will continue to follow the same connection.
• Any outbound email sent from outside Engager (e.g., via Gmail or Outlook) will also link to the relevant client, provided the email address matches the profile.
• The linking behaviour will follow the criteria defined in your global or customised settings.

4. Benefits of Automatic Email Linking

• Time-saving: No need to manually link emails to the correct profiles.
• Improved organisation: All email correspondence is readily available within the client’s Communication tab.
• Customisable: Tailor settings to match the specific needs of your practice or individual users.

5. Frequently Asked Questions

Q: What happens to emails already linked manually?

Emails linked manually will not be affected by the automatic settings.

Q: Can I unlink emails that are linked automatically?

Yes, you can manually unlink emails if required from the Communication tab.

Q: What happens if I send an email from Gmail or Outlook to a client?

A: As long as the email address matches a client profile in Engager and automatic linking is enabled, the email will be linked to their profile.

With Engager’s Auto Linking, you can simplify email management and ensure consistent communication tracking across your practice. For further support, feel free to explore our help centre or contact our support team.