Using SaneBox with Salesforce
If you send email through Salesforce, SaneBox may need a little extra help recognizing replies to those messages.
By default, SaneBox assumes that replies to emails you send are important and should stay in your Inbox. To make that determination, SaneBox normally looks for the original message in the Sent folder of the email account connected to SaneBox.
Why Salesforce Can Affect Reply Filtering
When you send an email directly from your regular email account, a copy is normally stored in your Sent folder. SaneBox can see that message and recognize future responses as replies to a conversation you started.
Some messages sent through Salesforce or other third-party systems may not be saved to the same Sent folder.
If SaneBox cannot see the original sent message, it may not know that an incoming message is a reply to something you initiated. As a result, the reply may be filtered according to your normal SaneBox training instead of automatically being treated as Inbox-worthy.
How to Keep Salesforce Replies in Your Inbox
- The best setup is to make sure emails you send through Salesforce are also saved to the Sent folder of the email account connected to SaneBox.
- Once SaneBox can see the original sent message, it is better able to recognize the recipient’s response as a reply and prioritize it for your Inbox.
If Salesforce Emails Aren’t Saved to Sent
If your Salesforce setup doesn’t place sent messages in your regular Sent folder, there are a few other ways to help control where replies go.
Train the sender to your Inbox
If messages from a particular contact should always be considered important, train that sender to your Inbox.
Use a domain filter
If replies from an entire company or organization should stay in your Inbox, you can create a domain filter for that sender’s domain.
Use SaneSubject for identifiable conversations
If Salesforce-generated messages consistently contain a particular word or phrase in the subject line, you can use a SaneSubject filter to direct matching replies to your Inbox.
These options can be useful when SaneBox does not have access to the original sent message.
What About New Contacts?
If you’re communicating with new leads or contacts through Salesforce, your settings for unfamiliar senders can also affect where their replies are delivered.
If a reply from a new contact is being sent to SaneLater or another Sane folder, review your SaneBox settings and training to make sure new senders are being handled the way you want.
Troubleshooting Salesforce Replies
- If a reply to a Salesforce email doesn’t arrive in your Inbox, check:
- Whether the original message appears in your regular Sent folder
- Whether the sender has previously been trained to another Sane folder
- Whether you have a domain filter affecting the sender
- Whether a SaneSubject filter matches the conversation
- Whether the sender is being treated as a new or unfamiliar contact
If everything looks correct and Salesforce replies are still being filtered unexpectedly, contact SaneBox Support and include the sender, subject line, where the reply was delivered, and whether the original Salesforce message appears in your Sent folder.
How SaneBox Normally Handles Replies
For email sent normally through your connected email account, SaneBox generally assumes that a reply to a message you initiated belongs in your Inbox.
Salesforce and other third-party sending systems are different because SaneBox may not always have access to the original sent message.
