Pre-requisite Steps:
Step 1: Install Zap Email Parser solution in your CRM environment
Step 2: Request trial by registering profile online (refer licensing KB article for more instructions)
Step 3: Once trial approved, activate license by clicking “Update License” button (refer KB article)
Step 4: Assign Security role: To setup Email Parser, you either need “System Administrator” or “Zap EP Admin” security role
Step 5: Setup Email Parser configuration record as per below instructions:

Email Parser setup involves below steps:

Step 1: Create the Email Parser configuration record
Step 2: Create multiple parsing rules
Step 3: Setup Success / Failure Email Notifications (optional)
Step 4: Test Run

Step 1: Create the email parser configuration record

An email parser configuration record should be created for each entity record that needs to be extracted from email.  Browse to Settings >> Zap Apps >> Zap EP Configuration and click “New”.
As shown in screenshot below…2 configuration records have been created:

Below is the explanation of the fields on the configuration form:

Section: General
  • Name: Provide a user-friendly name to distinguish between different configuration records.
  • Description: Comments to provide extra information regarding the configuration.
  • Queue: Select the crm queue to which the emails will be sent.(You will need to configure a CRM queue which has server-side synchronization enabled to receive emails)
  • Destination Entity: Select the entity for which the records need to be created.
  • Update Email Regarding: If this setting is enabled then the regarding of the email is updated with the newly created record.
Extract Attachments:
  • Attachments: Option 1: Copy to record, Option 2: Copy to record and remove from email.
  • Min. Attach . Size (KB): If the size is mentioned then the filter is applied
  • Max. Attach. Size (KB): If the size is mentioned then the filter is applied
Section: Inclusion (Optional):
  • Domain Filter: Enter semicolon seperated domains e.g. zapobjects.com;gmail.com;
    If the domains have been specified then the incoming emails would be validated against these domains. Only Emails matching these domains would not be processed. If no domains have been specified then this filter will be ignored.
  • Subject Filter: This setting is important if you intend to use same queue for multiple email parser configurations…This is semicolon seperated list of subject keywords. If subject filter keywords have been specified then the incoming emails (email subject) will be matched against these keywords. Only emails (email subject) having a matching keyword would be processed. If no subject filter has been specifed then this filter will be ignored.Example scenario: You can configure Zap Email Parser to create leads, cases or any other entity. Here you will need to create a seperate configuration record for each of the entity that needs to be created.
    In each of these configurations you can use the same queue if needed. Now, in-order for email parser to distinguish between each of these configurations, you can add a subject filter.
    Eg. To create configuration for creating leads, you could use subject filter as @lead and for cases configuration, you could use filter as @case.
    So emails that have subject @lead will be processed by configuration having subject filter as @lead…and same for @case.
Section: Exclusion
  • Exclude already processed
    When email parser runs on an email and creates record then there is an option to update the email regarding to the newly created record.
    If “exclude already processed” is checked and “email parser onDemand workflow” is run against an email then Email Parser will first validate to see if this email has already been processed earlier …if not then only a new record will be created.
Case Customer Settings: (applies only if “Destination Entity” is Case)
  • Link To:
    Option 1: Account (Search Contact & link Parent Account) [Most Used]
    Option 2: Account (Search Account)
    Option 3: Contact (Search Contact)
    Option 4: Contact-Account (Search Contact & then Search Account)
    Option 5: Account-Contact (Search Account & then Search Contact)

The sender’s email address is searched against a matching contact record and based on the above setting, the Case.Customer field is set accordingly.
Case.Responsible Contact is also set to the matching contact record. Please note that we do not set the Case.Contact record as this field has some restrictions on the kind of contact record that can be set.

Here we also update the Case.Responsible Contact field to the matching Contact record. Add the field “Responsible Contact” to the case form. Please note that we do not update the Case.Contact field as this field has some restrictions on the kind of contact record that is linked.
  • No Customer Identified: Option 1: Link to Dummy Account, Option 2: Link to Dummy Contact, Option 3: Do not create Case
  • Dummy Account: Select Account record e.g. “Dummy Account”
  • Dummy Contact: Select Contact record e.g. “Dummy Contact”
  • Lead Check: Yes/No
    This functionality allows you to auto-link a Case to a lead. So if you often get sales enquires and want to track them as cases then set “Lead Check” to Yes.
    If no matching Account or Contact is found and “Lead Check” is Yes then the app will search the open leads for a matching email address. If found then the Case will be linked to Lead. You will need to add a lead lookup to a case form. (basically you need to create a 1..N relationship between lead and case).
  • Select Lead Lookup: This option shows up if “Lead Check” is marked as yes. You need to select the custom lead look-up.

Step 2: Create parsing rules

A Parsing Rule is a collection of simple instructions which tell our algorithm what kind of data you want to pull out from your emails. Typically you’ll create multiple parsing rules, one for each data field inside your email (e.g. customer name, company etc.).

A basic parsing rule would be one which extracts a data value which can be found inside the body of the email. Ideally this value has a preceding label which stays the same in all emails (e.g. “First Name:”, “Email:”, “Shipping Address:”, …).

Below screenshot shows few parsing rules created for Email-to-Lead configuration:

 

Below are the high level steps in creating parsing rule:

  1. Select the CRM field (eg Lead.Company)
  2. Select a data source (e.g. email body, email subject)
  3. Add a Start position text-filter which defines the start of your variable (e.g. search for “Company: “)
  4. Add a End position text-filter which defines the end of your variable (e.g. “end of line”)
  5. Refine the result with additional settings like trim, remove empty lines, extract first name, extract last name, etc

/////Please note that it takes some time for the Parsing rule form to load … When the form has loaded completely…the focus of the form moves to the “Name” field./////

Below is the explanation of the fields on parsing rule form:

Section: General
  • Destination Field: Select the field in which the extracted value needs to be saved.
    Presently following field data-types are supported:

    • Single line Text
    • Multi-line Text
    • Option-Set
    • 2-Option Set
    • Date-Time
    • Currency
    • Decimal
    • Whole-Number
    • Owner
    • Customer (only for Case.Customer)
  • Data Source: This is the data source from where the text will be extracted.
    The various values for data source are as follows:

    • Email Subject: The text would be extracted from email subject.
    • Email Body: The text would be extracted from email body.
    • Email Recipients: The text would be email address or full name as retrieved from email header.
    • Default Value – This will allow you to add a default value for the destination field.
      For example if you have the destination field as Lead.Lead Source, then you can specify a default value for this option-set called as “Web”.
Section: Set up parsing rule
  • Start Position: Add a Start position text-filter which defines the start of your content that needs to be extracted.
    Below are the options:

    • None: This is normally selected when the data-source is “Default value” or “Email Recipients”.
    • Text Match After: Enter the text filter that defines the start of the content that needs to be extracted.
    • Start of Content: Select this option to have the content to be extracted start from the begining of content.
  • End Position: Add a End position text-filter which defines the end of your content that needs to be extracted.
    Below are the options:

    • None: This is normally selected when the data-source is “Default value” or “Email Recipients”.
    • End of Line: The end position of content to be extracted is end of line.
    • End of Content: The end position of content to be extracted is end of content.

Section: Apply Text Refinements

This section has settings for cropping and cleaning of the extracted content.

  • Trim: To remove blank spaces from the left and right of text.
  • Remove empty lines
  • Remove line breaks
  • Truncate text size: If you would like to truncate the extracted text then mention the text length. The default text length for CRM single line text field is 100.
  • Extract First Name: This setting extracts the word before space of extracted content as First Name.
  • Extract Last Name: This setting extracts the word after space of extracted content as Last Name.

Step 3: Setup Success / Failure Email Notifications (optional)

You can enable these email notifications if you need to know the status (success / failure) of the newly created record..

Section: Email Notification Settings (Optional):
  • Enable (check box): Set the check-box to enable email notifications.
  • From Email Recipient Type: User / Queue (The From Email Recipient of this email notification can be either a user or queue)
  • From Email: Enter the “From” email address
  • Recipient – To: Sender: If you would like the status email notification to go to the sender of the original email then set this checkbox.
  • Additional Recipient – To: Enter additional email recipients if needed.
  • Additional Recipient – CC:
  • Success Email Template and Failure Email Template:  If you select the failure email template and do not select the success email template then email notification will be sent only if an error occured when creating new record

Step 4: Test Run

The classic way to test Email Parser, would be to send the email to the Support queue selected in this configuration. However this could take lot of time… as the email will be receieved in mailbox and then subsequently passed-on to the CRM queue (using server side syncronization or email router).

The other option is to use the Test Run feature! Here on click of “Test Run” button, we create an artificial email immediatly in CRM in-order to test run email parser!

Section: Test Run
  • From Email Recipient Type: Contact / User / Queue (The From Email Recipient of this email notification can be either a contact or user or queue)
  • From Email: Enter the email address of the Sender. So if you selected “From Email Recipient Type” as queue… then enter the email address of the queue. (Pls note that test email would fail if the email address is not matching with crm contact / user or queue)
  • Subject: Enter email subject
  • Email Body: This is a rich text box for entering email body contents.

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