More e-mails at contact record

We have customers, who use more e-mail adresses (like john@company.com, ceo@company.com, boss@company.com, john.doe@company.com). We want them all linked to one contact record, use automatic e-mail linking, sent e-mail directly from CRM.... After update from 25.3.2017 it is not possible. Do you really think one e-mail at contact is enough? And how to deal with the fact we need to have all the e-mails stored in CRM? Do we really have to make one single contact for each e-mail and to make plenty of duplicates?

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Comments

19 comments
  • Yes! I have some contacts that I know in multiple contexts, so I need their business and home emails addresses. Please give us what you had before the awful 3/25 update.

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  • I had added the same comment to a different thread before reading yours. I could not agree more. Insightly, please reconsider these changes.

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  • agreed...especially should not have done this without notice and without a way to seamlessly fix 

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  • Their action impacted my daily work greatly.  Now when my customer call in, I CAN'T FIND THEM!!!!  

     

    If I can't service my customer, it's time to #Unsightly!

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  • It is really crazy this has been removed. I don't know what percentage of people have multiple email address in general but for me it was about 10%. Insightly certainly could have done this analysis and figured out a solution or better yet not have broken the product. At a minimum if you are going to break people you better give them lots of notice and a heck of a good reason. The release notes did not build a case for the need or value of this breaking change.

     

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  • Hi Everyone,

    I apologize for the inconvenience this has caused. Our goal is to provide a better product in the future for you. 

    Petr-

    You don't have create a new record for each Contact's email address. What you can do is create a Custom Field for the other email addresses.

    Andy-

    Have you looked in the Notes field for your customer information. The additional fields were migrated there and if you have Admin permissions you will be able to access CSV file that contains the data that was moved. Here's our complete FAQ on the updates along with a new notice a system tool we will soon release that will hopefully help make this transition a bit smoother.

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  • Nora, more than anything, if you really care about your goal of providing a better product, the absolute LEAST thing you as a company can do is tell your customers *way* ahead of time if you intend to delete data or drastically change some fields. And I would think you'd never consider deleting data at all.

    Also, please listen to what your customers are saying. On this forum, Petr already pointed out that putting the extra email address into the custom field doesn't work because it doesn't link with the email messages. He even provided a screenshot showing this. So your suggestion that he use a custom field is ill-informed.

    As for me, I already had data in the Notes field, so my data wasn't migrated there. You just deleted it.

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  • Nora, a Custom Field is not a replacement, because there is no email data type, just text. Therefore, when you save an email into insightly it will create a new contact for that alternate email address. Prior to this change, this was one of the best features of Insightly. 

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  • Nora:

    * A Custom Field won't currently help with automatic email linking or duplicate prevention.

    * Thees Notes do not show up by default in search results, so searching for a contact by email now requires two steps (search in contacts; don't find it? -> search in notes)

    I see from the FAQ that you'll be adding a new Email custom field type soon which may address these problems, but we're all losing days of critical work in the meantime.  

    The fact that there's not yet been any broad announcement to your users acknowledging that this rollout was botched and poorly thought out is also adding insult to injury.

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  • Nora - I appreciate the work you are doing to communicate with customers in the wake of these changes.

    A few things to note from my perspective:

    1) Custom fields only solve about 10% of the problem because they don't work with email linking which is an absolutely vital feature.

    2) The problem with this change is not something a tool will solve. This is a customer communication, change management issue and company process issue.

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  • @Nora: I obviously meant each ADDITIONAL email at contact record and each email at organisation record. Sorry for my English, I am not native speaker. But I guess it has to be clear to anyone, who is reading comments by all the dissatisfied Insightly users.

    I guess the rest was written by others and is also in many new threads here in CS forum.

    So once again and more conceptual.

    1) At least one e-mail at organisation

    What is benefit of removing option to have e-mail at organisation? We had it at 100% of records and it was important function of Insightly for us.

    2) More e-mails at contact with full functions



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  • Nora,

    If you're not here to resolve my issues, don't bother coming out to say something so meaningless.  

     

     

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  • I share your frustration Andy but lets not make it personal.

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  • Hi All,

    Thank you for your patience. We're going to add a new type of custom field for emails,  when an email is saved to Insightly we're going to search that field and save the email to the correct contact without creating a duplicate. This will help all the email addresses appear under one Contact.

    More information will be available once this is released.

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  • Thanks for the update, Nora. Can you give us an idea for when we should expect this to be released? I know a lot of us have had our work processes interrupted, and in my case, I am waiting to decide how to handle these issues until I have a better idea for Insightly's roadmap.

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  • Hi Jordan,

    Our team is working hard to release this as soon as we can.

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  • Nora,

     

    So you will put out custom email address fields

    How about custom web address fields?

    custom phone number fields?

    custom address fields?

     

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  • Hi Andy,

    This will only be available for email addresses. Since the concern is multiple records being created for contacts with more than one email address. This isn't occurring with web addresses, phone numbers or address fields. You will need to create a Custom Field for these additional items.

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  • Hi there,

    Insightly team have released the tool to move e-mails and phones back to contacts and organisations. It works well. You can find a video Insightly made on how to use the tool, and also written instructions on how to use the tool below.
    https://www.youtube.com/watch?v=K410thR16tU
    https://support.insight.ly/hc/en-us/articles/115004461788-FAQs-for-Insightly-Field-Changes-March-25-2017-#how
     
    Thank you very much!

    I have noticed and reported only one minor bug. In the case you have contact duplicates after the one-email period, it is not possible to transfer e-mails of both of them. Only one e-mail, originally of master contact, is transferred. Moreover, master e-mail is duplicated after SmartMerge.
     
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