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Here are a few potential reasons: 1) Your Salesforce BCC needs to be entered into Tout on our Settings page. Please enter it here and check for any errors. 2) You need to be emailing from an email that Salesforce recognizes . Are you getting any sort of kickback messages from them? If so, you'll want to go to Salesforce Setup -> Email -> My Email to Salesforce. Then enter the email address you're using into "Acceptable Email Addresses." 3) Are you emailing a lead that already exists within the system? If not, your email will likely show up in Unresolved Items. 4) Are you sure you have the correct BCC address? Try copying your Salesforce BCC from our Settings page and manually copying it into the BCC field of an email. Don't send it through Tout and see what happens. Note: If you are still having issues getting your emails logged to salesforce via BCC, then contact ToutApp support for further assistance
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To log your emails in Salesforce using BCC, you'll first need to obtain your Email to Salesforce address. This can quickly be done by going to the Salesforce configuration page and clicking Get my BCC Address. If for some reason your Email to Salesforce address does not pull in, you can get it from Salesforce directly: Log in to your Salesforce instance Find your user name at the upper right corner and select the drop down bar Select My Settings Select Email under My Settings Select My Email to Salesforce On this page, you'll find an email address labeled "Your Email to Salesforce address". Copy this address and head over to the Salesforce configuration page in your ToutApp account and paste it into the BCC box. Once that's set up, click Save Changes
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If your replies are not tracking the first thing you may have a broken Gmail or Microsoft Exchange integration, depending on what Email client you use. If you are using a custom SMTP to send your emails then you might be using an older form of reply tracking that relies on several factors. In order for ToutApp to track a reply accurately when using a custom SMTP server, two things must match up: Email address of the recipient  The email address of the recipient must remain unchanged. The recipient must reply using the same email address you addressed the initial email to.  For example if you email someone at sheep@clothing.com : but they reply as wolf@clothing.com , the reply will not track Subject line The subject line has to be consistent. The reply to your email must have the same subject line as the initial email you sent to the recipient. Additionally, tracking will only be applied to the first person in the 'To' field of an email. Instead of sending an email with multiple people in this 'To' field, to get the most accurate tracking on an email, use our Group Email functionality! Reply tracking is currently only available for Gmail and Exchange users!
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To set your connection to Salesforce, head over to the Salesforce Configuration in ToutApp. On the configuration page you'll see a big, green button labeled "Connect to Salesforce". Click it. You'll be taken to the Salesforce login page (if you aren't already logged). This will authenticate ToutApp to integrate with your Salesforce account. If you are already logged in, you'll instantly be authenticated. After connecting to Salesforce, you'll come across the full configuration page. On this page you can setup how you want ToutApp to log information to your Salesforce account.
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ToutApp arms you with the ability to automatically log your prospects' replies to Salesforce. The structure that allows you to do this is based on our email reply tracking. If we can track a prospect's reply, then we can log that reply to Salesforce. Requirements Must be logging emails via API logging Must be able to track a reply​ Must be connected with Salesforce Must have Salesforce API calls available Setup Enable Reply Logging To enable reply logging you can head over to your Salesforce settings page. Once API logging is checked off you will see the option to check Log Replies. NOTE: Reply logging will follow the same rules you have in place for logging emails sent. This includes how emails are logged; to Leads and Contacts; when there is a duplicate record; if no matching records are found. Setting Type to Reply in Salesforce Getting meaningful data from your Salesforce reports is important. Having the ability to have the Type field populate as 'Reply' allows you to get that data through your reports. Partner up with your Salesforce admin to get this setup. The steps below should provide you with a straightforward setup. 1) Go to Setup > Customize > Activities > Task Fields 2) Click Type 3) Click New under Task Type Picklist Values 4) Type 'Reply' into the empty box. Make sure you capitalize the 'R' and click Save NOTE: You will not need to select a Default under the Type picklist. ToutApp will see that this Activity Type is available in your Salesforce instance and populate the task field on your incoming activities accordingly. Related Articles Why Aren't My Replies Tracking?​ API Requests Limits
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To log your emails in Salesforce via API, head over to the Salesforce configuration page and click Log email activity to Salesforce via API. This functionality requires you to be on the Enterprise edition of Salesforce or the Professional edition if you've purchased the Integration via Web Services API When using API logging, you'll have to set up your logging preferences: Where to log emails Opportunities ( Email is associated to all of the contact's open opportunities) Leads Contacts How to handle duplicate records All records Oldest Record Most Activity How to handle emails where no matching record is found Create an Unassigned Task (tasks will appear in the 'My Tasks' section of your 'Home' page in Salesforce) Once that's set up, click Save Changes
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If you notice that your emails are not logging to Salesforce via API you will want to check two places. First, look at how you are configured to log emails to Salesforce here: https://toutapp.com/next#settings/crm/salesforce/configure Second, check to see if the email failed to log on your Salesforce Activity page in ToutApp: https://toutapp.com/next#settings/crm/salesforce/activity . Remember that ToutApp will not create a Lead/Contact record for you in Salesforce. If you are not seeing emails log, make sure you have a record in Salesforce with a matching email address.
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Logging with Salesforce via BCC will auto-append this BCC to every email you send out with Tout functionality (as long as this BCC is saved here) Any emails sent to persons not saved within your Salesforce will automatically be assigned to 'My Unresolved Items'* *if you have the 'If no matching records are found, create a task for each recipient and send it to My Unresolved Items' box checked here Logging with Salesforce via API will make sure we show live Salesforce data in across the application and log all of your emails automatically into Salesforce NOTE : Make sure these ToutApp settings match with your Salesforce settings Any emails sent to persons not saved within your Salesforce will automatically be assigned to 'My Tasks'* *if you have the ' Create an Unassigned Task (tasks will appear in the 'My Tasks' section of your 'Home' page in Salesforce) ' box checked here NOTE : This setting will override the 'If no matching records are found, create a task for each recipient and send it to My Unresolved Items' checkbox Salesforce setting
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Add Email to Salesforce allows you to push any emails you receive in Outlook or Gmail to your Salesforce account. We do the look up based on the sender of the email, so we can currently only use this button for emails you received - and not emails you sent. Add Email to Salesforce will help you log your emails to the Lead, Contact, Account, and Opportunity level. When logging to the Opportunity will log to all Opportunities the Contact is associated with. We are working on changing the functionality to allow to log emails you have already sent, but in the meantime, if it didn't automatically log when sent, or show up in your failed activities in the activity log you can forward it to your Salesforce BCC email address.
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If you are receiving the error message below when trying to connect ToutApp to Salesforce, then there might be a restriction on your access to Salesforce's API. You will want to work with your Salesforce Admin to make sure the following things are in place. Enable API in User Permissions 1. Have a Salesforce Admin log into SFDC 2. Select Setup 3. Select Manage Users 4. Select Profiles 5. Find the Profile that the ToutApp users are under and click Edit. 6. Scroll down to Administrative Permissions and make sure API Enabled is checked. . Check if Salesforce is Blocking ToutApp from Connecting 1. Have a Salesforce Admin log into SFDC 2. Select Setup 3. Select Manage Apps 4. Select Connected Apps OAuth Usage 5. Make sure that ToutApp shows "Block" next to it. If you see "Unblock", then click the button to Unblock Toutapp's access to Salesforce.
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If there are any issues with your My Email to Salesforce settings or validity of the email then the email might not log using your BCC address. We recommend switching your settings to log via API. Using the API you get more control over the deliverability, and we will never lose an email based on your settings.
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Make sure that the custom activity fields Tout provides are visible/editable in Salesforce. If you have installed the fields but they are not populating their might be Field Level Security preventing information from populating, contact Your Salesforce Admin. Learn more about Salesforce FAQ Field Level Security
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ToutApp needs the Contact you are emailing to be associated with the Opportunity via the Contact Role section in order to log against the Opportunity. Make sure your Salesforce Contact is listed there. Questions: What is the email address of the email that didn't log to the Opportunity?
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If you use Capsule we no longer offer an integration, but we can use our AutoBCC functionality which will automatically add your BCC email to every email you Tout. All you need to do is add that BCC email address here and it will automatically log those emails into your CapsuleCRM account.
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You will always want to make sure that each of your email addresses that you use are listed under “Acceptable Email Addresses” in your Salesforce Settings. This makes sure that all emails you are using are authorized within salesforce as a sender. The image below will show you where to check on this within Salesforce: So, if you are seeing error messages pop up in your inbox saying “you are not authorized as a sender”, you will need to check this Salesforce setting!
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If you do not see your My Email to Salesforce under your Settings, it is most likely because your admin has not enabled it. This can happen if your team is new to Salesforce or your team has never used the BCC address that Salesforce provides you with. You will need Admin privileges to set this up so you may need to reach out to a Salesforce Admin. Now let's get started! 1. Click on Setup 2. Click Email Administration 3. Click Email to Salesforce 4. Click Edit 5. Check the box next to Active 6. Click Save
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