Insightly email address no longer works in the bcc field

Hi,

We recently moved from from the G-world (GMail / Calendar / GDrive) and Outlook 2010 to Office365 and Outlook 2016 (then back to Outlook 2010).

The problem now is that the my Insightly mailbox address doesn't work with either the Outlook 2010 (or Outlook 2016) bcc field.  Please understand that this is a major problem and has greatly reduced the efficiency of my use of the Insightly CRM.  In fact it has increased my workload greatly.

I have read all the similar support posts and none of the supposed "fixes" are anyway remotely suitable. For example; suggesting I write visual basic code to fix your problem is laughable. Similarly, setting up an alias for the cc field and then forwarding it is a pathetic response (I don't want to explain the cc to a contact, it was after all, a bcc).

Instead of my emails being automatically linked to a contact, this is now what I have to do:

  1. When I click on the contact's email address and the Outlook email window appears, I replace my Insightly mailbox address, which is automatically placed in the bcc field with my work email address.
  2. When the email appears in my Outlook inbox, I then forward it to myself (work email address again), with my Insightly mailbox address in the cc field.
  3. I then go to Insightly, open MY contact page, click on my emails, find the relevant email and then link it to the contact/organisation/opportunity/project or whatever.

This is incredibly time consuming (I send and receive a lot of emails), especially when this all happened automatically before.

Note that I have tried many other email addresses in the bcc field and they all work - so the problem is definitely yours.

There must be a solution to this so that it happens automatically again.

Regards,

David

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Comments

15 comments
  • Hi David:

    Use of the BCC field is affected by each program and/or email service's email handling and some email applications will mask the header information too well and Insightly can not link it properly. In these cases we recommend using the CC field to save the email.

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  • Hi Lyla,

    Thanks for your response, but did you actually read my post?

    Two things I must mention again and explain in more detail for you so that you understand completely:

    1. Other email addresses work in the bcc field (I have tried many).  Only my Insightly mailbox address does not work.  Please explain why this address is the ONLY exception.
    2. I use the bcc for the obvious reason; that I don't want everybody I contact to know that all correspondence is being stored in a CRM.  If the cc field was an option I would use it.  The moment I put my Insighty mailbox address in the cc field is the moment my contacts will stop all correspondence with me.

    Please also understand that this problem is now a huge impost on using Insightly and has created a significant increase in the workload to get emails into Insightly.

    Regards,

    David

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  • Hi David, my apologies for any misunderstanding.

    Hoping I can address your first question above. While we understand that using the BCC field to send an email to other email inboxes works, what happens when you BCC your Insightly email address is a little different. When Insightly receives an email, it scans the header to make find related records to link to. However, when the email service provider masks the BCC header information, Insightly can not find the record to link to.

    Thank you for explaining that using the CC field is not a solution for you. Unfortunately, an email can only be linked if Insightly has all the information to do so. 

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  • Hi Lyla,

    Can't Insightly obtain the Insightly mailbox address from the Delivered-To header when an email service provider masks the BCC header?

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  • Hi Nisanth:

    Unfortunately, we can't always determine how each email service provider or each individuals email configuration affects how the email is handled. 

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  • Hi Lyla,

    I have the same problem as David.  I too am using Outlook through Office 365.  I moved to this after support gave me a similar answer  re: BCC and said I should use something like Outlook or Gmail. 

    However, I've noticed that the email does get saved in Insighthly, just in the wrong place.

    I am trying to save an email into an Opportunity and I'm using the BCC field.  The email appears in 'recent activity' when I press home on Insightly but doesn't get saved in the Opportunity email.  

    This says to me that Insightly does pick up the email but there is an error within Insightly somewhere that is preventing it being copied into the Opportunity. 

    The email in question is the one with the subject 1 Windsor Road. 

    Take a look at the screenshots.  

    Look forward to hearing from you. 



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  • Hi Mark,

     We suggest using CC to link an email to an Opportunity, vs using BCC.

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  • Hi Mark,

    You are better off than me as my emails only get into Insightly if I use the CC field.  It's a three step process for me now; 1. Send the email with a BCC to my Outlook email address, 2. Once the email arrives in my Outlook inbox, I send it to my Outlook email address (yes, to myself) with a BCC to my Insightly address, 3. Then in Insightly I go to my emails to find it, and then link it manually to the contact or organisation or whatever.  Huge impost and waste of time, plus all email attachments are lost.

    Strangely though, if you send an email(s) from within Insightly (using an email template), the BCC field works!!!!!!

    I'm sure Insightly knows how to fix the problem, but chooses not to, for whatever reason. For this reason, plus the last upgrade (which is a massive step backwards in ease of use), I am looking at moving to a different CRM platform.

    To Ed B. You clearly don't understand why we want to use the BCC field and not the CC field.  Here is my explanation of the reason which I gave to Lyla T in my post of 12/10/16.

    "I use the bcc for the obvious reason; that I don't want everybody I contact to know that all correspondence is being stored in a CRM.  If the cc field was an option I would use it.  The moment I put my Insighty mailbox address in the cc field is the moment my contacts will stop all correspondence with me."

    Also Ed, other email addresses work in the bcc field (I have tried many).  Only my Insightly mailbox address does not work.  Please explain why this address is the ONLY exception.

    David

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  • Hi David,

    Since you're not wanting your contacts to see the Insightly mailbox in your CC field, a suggestion is to save the Insightly address as a contact (selecting a name of your choice) so that your contacts won't see the Insightly email address in the field.

    Here's more information on why things aren't saving when you use BCC to save emails

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  • Hi Ed B, 

    Thanks for your reply.  I know you want us to use the CC field, but my statement was around the fact that when I use the BCC field the email IS getting into Insightly but only into the 'recent activity' list and not to the Opportunity where I took the email link from.   I'm not a techy expert but that suggests to me that if the email is in Insightly then a 'programming' tweak by your experts may be able to resolve the issue.  

    I was providing feedback and evidence to highlight a potential fault which may be fixable (it may not be).  I was trying to help the 'Insightly' team out to improve the product.  If its not fixable then a little more of an explanation as to why it might appear in Insightly but in the wrong place would have been more helpful and communicative to me than - "just use CC". 

    Or, you could have replied with - that's interesting Mark, I'll check with our technical bods and come back to you. 

    I'm not moaning - just trying to be helpful so we can get to a resolution.  

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  • Hi Ed B,

    So you're suggesting that I create a contact to mask the Insightly BCC email address? 

    Clearly you don't understand why we use BCC (blind carbon copy) and CC (carbon copy) differently in emails, nor do you seem to understand the business uses of a CRM such as Insightly. I can guarantee that the first question I will get from a contact who sees the CC (being the Insightly "contact" masking the BCC address) will be; "Who is the CC and why have they been copied?".  All emails are confidential and the attachments are typically contracts (draft, signed etc).  Again, "Who is the person you have CC'd on our confidential email (with the contract attached) and why?"

    The BCC works if I use an email template that I have set up in Insightly, so why does it not work if I click on a contact's email address? Please do not suggest that I use email templates because that would mean setting up a template for each email - ridiculous!

    I agree with Mark, you know that there is a problem and you have chosen not to fix it.

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  • Hi All,

    Thank you for waiting while we looked into this issue.

    I spoke with our Engineering Team and they informed me that due to specific email configurations per user, we’re unable to develop a “catch-all” solution.

    This is due to some email configurations not including specific information Insightly needs to save or link the email.

    In some cases, this is also due to the email being sent to Insightly in a format we cannot read.

    We can guarantee that the CC field will work when forwarding emails into Insightly.

    If you’re having issues with the CC field not working as intended, please reach out to us and we’ll look into that for you.

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  • Hi Ed,

    Whilst I appreciate your efforts to investigate and resolve the BCC problem, your comments show that you still don't understand the reasons why we use the BCC field and not the CC field.  Please understand this; the CC field is not a substitute for the BCC field.   Insightly itself boasts about the automatic BCC feature, so somewhere in Insightly, someone understands its use.  What I still don't understand is why the BCC field used to work and now doesn't and also why it works if I use an Insightly email template, but doesn't work if I click on an email address anywhere else in Insightly (such as a contact, organisation, opportunity, project).  It works somewhere, so why not everywhere within Insightly?

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  • Hello,

    Thank you for waiting while we looked into this issue.
     
    I spoke with our Engineering Team and they informed me that due to specific email configurations per user, we’re unable to develop a “catch-all” solution for the BCC issue. When you use the BCC field, some email applications don't expose enough information in the email message to link it properly. This is why we recommend using the CC field instead. We completely understand how important the BCC field can be to some of our Users.
     
    Thanks for your understanding. 
     
     
     
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  • Hi Alejandro

    Thank you for your email, but will you and your colleagues please understand that the CC field is NOT a substitute for the BCC field. I've explained this many times in this thread (specifically, see my posts on 7/2/18, 30/1/18, 25/1/18, 12/10/17), so much so that its now like being in a Kafka novel (if you haven't read Kafka, then think of being in 'Groundhog Day', but not getting out).  Without the BCC field working properly, it is now hugely inefficient to use Insightly (and we have very simple crm needs).  Remember this, the BCC field used to work in all situations and now it doesn't.

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