Communications

This section includes the following modules:

My Mail

The My Mail module within the Communications section allows users to connect their email accounts directly to the CRM. It enables users to take specific, CRM-relevant actions from emails — such as creating contacts, enquiries, requests, or logging contextual notes — ensuring no communication is missed or disconnected from ongoing business activities.

Enabling the My Mail Feature

Before using My Mail, the Mail Client must be enabled in the system settings. Steps to enable:

Go to Settings > Modules in the sidebar menu.
Select the tab named Content.
Use the search field or scroll to find Mail Client.
Click the toggle for Edit Mode.
Ensure both Enabled and In Plan are switched on.
Wait briefly (1-3 minutes) and click the Refresh button to update the system view. Once completed, the My Mail section will be available within the Communications module.

Connecting Your Email Account

To begin using My Mail, you must authenticate your email provider. Steps to connect:

Navigate to the Communications module.
Select My Mail.
Click Manage Accounts….
Choose your email provider (e.g. Outlook, Gmail).
Follow the provider’s authentication process to complete setup. To add another email account:
Click the three-dot menu in the top right of the My Mail module.
Select Manage Accounts… to open the account management panel. All primary and secondary accounts will be listed here, and users can manage access accordingly by adding additional email and setting primary or secondary account as well as activating one.

Using the My Mail Inbox

Once connected, your inbox will display the latest incoming emails.

Scroll down to load older emails.
Use the search field to find specific messages.
Emails may display various status icons (explained below).
Question Mark- Unknown sender. Not recognised as a colleague or customer. Use "Add as EIIƎ Contact" in the action panel to add sender as a new customer/contact.
Person Icon: Verified internal EIIƎ user.
Handshake: Verified EIIƎ customer.
EIIƎ Logo: This email has linked CRM actions or related items.

Available Actions from Emails

Clicking an email opens a set of context-based CRM actions.

Add as EIIƎ Contact

Allows the user to extract contact details from the email signature and add them into the CRM.

Once selected, wait up to 30 seconds for the pop-up card to appear.
The system will show extracted information on the left, powered by HAMI AI.
Note: Data is extracted only from the original sender's signature, not from forwarded emails or images. You will go through four steps:
Business Details: this section will include the business details if there were any picked using HAMI AI, alternatively those can be updated in this step.
Customer Profile: this section includes details about customer, such as status, websites, description etc. Those can be skipped or entered here.

Address: This section should display picked address if one was included in the email chain, see notes below

Contacts: This section is where the senders contact details will be displayed. Additional information can be added at this point or later on.

Notes: If the business already exists, the system will prompt to add the contact to an existing business. On the Address step, the user must choose to either skip or complete the address. The system expects an action here.

Add Enquiry

Allows the user to create an Enquiry record from the selected email.

The form will be auto-filled with email data (from the last message).
Mandatory fields must be completed manually if not present in the email. Note: It is possible to create an enquiry even if the email is not yet linked to a customer, but customer details must then be entered manually in the enquiry form.

Add to Story

Users can log a comment from the email, indicating that an action has been taken.

The email title is used as a reference.
The story comment can be linked to:
Customers
Enquiries
Proposals
Orders Selecting Other presents the user with a full list of available items to link.

Add Request

Used to generate internal or external requests tied to the context of the email.

You must select an entity (Customer, Enquiry, Proposal, or Order).
Without selecting an entity, the system will not allow the request to be submitted.

Tidings

EIIƎ Tidings is a simple way to receive messages about EIIƎ updates, news and other important information. We send messages such as reminders or assignment notifications users through communication channels such as email or tidings, based on user settings / preferences.

We are alerted to new tidings by a counter in the top summary bar - in this image it is the number 1 in the black circle. This is actually the total number of new messages for your attention. This may include WhatsApp or other messages, depending on your business configurations.

When we click the icon we see the My Communications drop-down, showing the number of new tidings.

When you first open the Tidings menu it will display only new an unpinned tidings. The list shows titles of the tidings. Click on the title to view the tiding message.

Beneath the message we have icons and buttons to manage the tiding. You can pin the tiding to keep it at the top of the list, or delete the tiding. There is also a badge link to the related record, e.g. a request, a customer or enquiry.

When you click on a title to display the message EIIƎ will mark the tiding as read. Once read the tiding will be removed from the new list unless it is pinned.

If you don't wish to see a tiding again you can archive it. Note that this cannot be undone.

Receiving Tidings

To Receive tidings you set preferences in your resources / team section.

A quick way to get to your settings is via your avatar on the top bar. Click on your avatar, select Profile from the menu and in the pop-up window click on the pencil to get to your settings.

This takes you to your settings where you can set your preferences for tidings.

Note: Editing data in this view is typically restricted (editors will see the edit mode slider). If you need to change your settings you may need to contact your administrator.

Your preferences are shown in the highlighted areas. This currently includes 'Notification Channels'. Channels are how EIIƎ sends you messages. You can (currently) choose from email and / or Tidings.

If you do not use EIIƎ for most of your your work we recommend you use email as your primary channel.

Select your channels by clicking on the channels input then selecting the channels you want to use then save your changes.

Subscriptions

Use Subscriptions feature to keep informed of updates to activities you are interested in. You can subscribe to specific customers, enquiries, proposals, orders and requests. Once subscribed you will receive notifications of updates to the record. Specifically, whenever a change results in a new story entry you will receive a notification. This includes a change in status, a new comment or a new request linked to the item.

Practical uses can include subscribing to a customer to be informed of new enquiries, or subscribing to an order to be informed of changes in status.

Note: When you create a new request you will automatically be subscribed to the request. That way, when the assignee makes a comment or changes status you will be informed.

Notifications from subscriptions will be sent to your preferred notification channel, e.g. email or tidings, as set in your team profile.

Subscribing to a Record

You can subscribe or unsubscribe from a record by clicking on the bell icon in the action panel of the record.

The bell button text changes to Unsubscribe if you are already subscribed.

The view also shows the number of subscribers to the record. Clicking on the number will show the subscribers.

Manage Subscriptions

Select Communications / Subscriptions from the side bar menu to manage your subscriptions.

From here you can see all your subscriptions and unsubscribe from any of them.

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