Configuring Email Capture in FranConnect is a crucial step for streamlining communication and ensuring that important emails related to your franchise operations are effectively tracked and managed. This guide will walk you through the process of setting up Email Capture, allowing you to automatically archive incoming and outgoing emails directly within FranConnect. By following these steps, you can enhance your team's productivity and maintain a comprehensive record of all email communications, ensuring that no critical information slips through the cracks.This guide also covers how to control who can see captured emails using role-based accessibility in the Sales and Info Manager modules
Note: Email Capture must be configured in both, FranConnect and your email provider's settings. The first section of this guide covers FranConnect configuration. Then you can choose the relevant section for your email provider.
Topics
- Configuring Email Capture in FranConnect
- Configuring Email Capture for a Gmail Account
- Configuring Email Capture for a Microsoft Account
- Mapping Multi-Unit Owner Emails Using the Unit ID
- Changing the Visibility of a Captured Email Later
Configuring Email Capture in FranConnect
To configure Email Capture, log into FranConnect, then click your name in the top-right corner and select Options. Open the Integrator tab.
Select Email Integrations and locate the Email Capture card.
Click Manage Accessibility to open the Email Capture configuration page.
On this page you configure the mail server details for each module(Sales Module or Info Manager Module) the authentication method, POP server, capture email address, and (for Microsoft accounts) the Directory (tenant) ID, Application (client) ID, and Secret ID. The page also includes an Accessibility setting that controls who can view captured emails (Public to All Users or Role Based) for the Sales and Info Manager modules.
The Accessibility dropdown offers two options:
| Accessibility option | Who can see the email |
| Public to All Users | Every user who has access to the record. |
| Role Based | Only users assigned to the role(s) you pick in the searchable Select Role field (multi-select supported). |
Note: Role-Based Email Visibility applies to the Sales and Info Manager modules only. It is not available in the CRM module
For CRM, Email Capture is configured from Admin › Email Capture, and captured emails follow CRM's standard record access. Below represent described steps
Click Admin in the top navigation.
Open Email Capture under the CRM settings.
Enter the capture email address and mail server details, then click Save.
Note: To configure the Directory ID, Application ID, and Secret ID, please refer to the following article.
If this is not already configured, the page will be blank. You will need to place the email address to which you wish to forward the emails in the "Email" field. However, a little more configuration is needed in Gmail or Outlook, depending on which you are configuring. We will look at how to configure this for both email services.
Configuring Email Capture for a Gmail Account
To configure Email Capture in Gmail, first log into your Gmail account. Click the gear icon at the top of the page to access your Settings.
Next, click See all settings.
On the following page, click the Forwarding and POP/IMAP tab.
Change the "Forwarding" setting to forward a copy of the incoming email to the email address you choose. Please allow a little time for the Email Capture to sync. Once it does, you will see these emails in the lead's "Message History" in FranConnect.
Configuring Email Capture for a Microsoft Account
To configure Email Capture in Microsoft Outlook, first log into your Microsoft Outlook account. Click the gear icon at the top of the page to access your Settings.
In our example, we are using the browser version of Microsoft Outlook. If you are using the desktop version, some features may in a different location. However, the steps remain the same for whichever version of Outlook you are using.
Click the Mail tab on the left-hand sidebar and then select Forwarding from the sub-menu.
Tick the box to "Enable forwarding," and type in the email address to which you wish to forward the email. Please allow a little time for the Email Capture to sync. Once it does, you will see these emails in the lead's "Message History" in FranConnect.
Mapping Multi-Unit Owner Emails Using the Unit ID
Email Capture assigns an email to a location by the sender's email ID. When several units share one capture address, this can route an email to the wrong location. To improve accuracy, Email Capture can also read a Unit ID from the subject and use both the email ID and the Unit ID to assign the email to the correct location.
Note: users can include the Unit ID in the subject line (in brackets) so multi-unit emails are mapped correctly.
Example: Multi-unit owner, shared mailbox: Owner Jane runs Locations 1001 and 1002, which share one email address. An email arrives with the subject “Renewal paperwork [1002].”
Assigned to: Location 1002, the Unit ID in the subject matches, so the email is logged in this location's Contact History.
Not assigned to: Location 1001, the subject's Unit ID points to 1002.
Changing the Visibility of a Captured Email Later
Any captured email in Message History can have its visibility changed later, one at a time or several at once:
Open the record, go to Activity History (Sales) or Contact History (Info Manager), and select the Messages tab.
For a single email, click its three-dot (⋮) menu and select Manage Accessibility.
For several emails, hover over each row to reveal a selection circle, select every email to update, then click Manage Accessibility in the action bar above the list.
In the Manage Accessibility drawer, choose Public to All Users, Private to me, or Role Based (selecting roles if applicable), then click Save.
The setting updates immediately; an accessibility icon reflects each email's visibility. In Info Manager, a dedicated column also shows it.
Conclusion
Configuring Email Capture in FranConnect is an essential process for ensuring that all franchise-related communications are effectively managed and archived. By following the outlined steps for Gmail or Microsoft Outlook, users can seamlessly integrate their email accounts with FranConnect, allowing for automatic tracking and storing of email exchanges. This integration not only streamlines communication but also enhances the overall efficiency of franchise operations, providing a reliable record of important interactions and safeguarding critical information.