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Workflow email alerts to contacts should be recordable as activity history
The new ability to send email templates to contacts triggered by time-based workflow is a great process automation capability, but we need to see the history of those emails against the contact.
There should be a check box when you create an alert that is, "Track history" so that when a contact calls in to discuss the contact of the email we have a record of what was sent.
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khawkins 10/11/07 |
Needs to have the same functionality as the auto-responder in Web-to-Lead. That email appears in the HTML Email Status; all users can see when and which emails a customer has been sent. If we cannot see that, it's almost impossible to talk to customers or answer specific questions. |
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robcohen 11/28/07 |
I agree with above, but wonder if anyone sees a downside to recording emails sent from workflow in contact activity history. Not knowing the downside makes it seem more like an oversight than a missing feature. |
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khawkins 11/28/07 |
We use the function to alert other team members to activity and would like to automate the email process - emails sent to contacts when they sign up, 2 weeks after sign up, when they schedule an appointment. It's frustrating when we can't track open rates or even know if an email was sent... A downside? I guess that would depend on how management in some organizations use workflow. Couldn't it be set up to only show emails sent to the contact's email - not to other salesforce users? |
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aldous 11/30/07 |
It is truly important for some organizations to follow up emails sent by workflow automation. There is an important downside: the activity history might have so many entries that reading them could be very difficult. Therefore, an option to make this work properly could be that any administrator may choose which emails should be shown in activity history and which emails must not. |
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ncurham 01/14/08 |
I'm not sure we need to track all history - just being able to see the initial email in the history would be a start. We have a regulatory compliance requirement to record all email correspondence with clients and this bug casues us to fail our commitments. I was told by a salesforce support team member that Activity History only stores "some" of the activities - can anyone point at documentation of what isn't recorded? |
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regman 01/18/08 |
As reported in this other Idea released in Summer 07, automated emails from a workflow are not listed in the activity history. PLEASE record these emails as history on contact/lead records. It is essential, IMHO. |
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JABBA 01/22/08 |
We use emails sent by workflow automation for lead nurturing. If the lead owner cannot see which emails have been sent it is very difficult to decide when to contact the lead. This is a great facility but activity tracking would make it more practical to use. |
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jim_murphy 01/24/08 |
Just plain essential for us. We send customer's license keys for evaluations via workflow rules combined with outbound messages and ultimately and email alert to a contact. Customer's sometimes call to say they didn't receive their eval key and we can't confirm that the email was sent and have to dig to find their key through other records. We need the complete email trail attached to Contact!!! |
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bvass 02/22/08 |
Merged Idea
originally posted 02/20/08
Add Workflow Email Alerts to Activity History Record
Currently, emails triggered via workflow rules and email alerts are not stored in the activity record for the affected lead/contact/etc. We would like to keep a history of all emails send to a lead/contact, even emails sent via the workflow rules.
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axeleik 05/06/08 |
This would be an essential addition in order for the workflow to become a powerful automation engine. We are in a retail market and rely heavily on automated processes. |
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heatherp 05/13/08 |
Merged Idea
originally posted 10/02/07
Log An Activity for Workflows
When a workflow is triggered, whether it's an auto task or email alert - the system should log those as activities in the history.
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Scott_Jorgensen 05/13/08 |
Merged Comment originally posted 10/02/07 |
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heatherp 05/13/08 |
Merged Comment
originally posted 12/20/07
Well I think it should be an option that the admin decides; however, for me personally, when an email alert goes out, I want it to automatically add that email as an activity so that I can see that 1. it went out and 2. there's a history of it.. Right now, a user will get an auto email alert and can just delete it -no one will ever know it existed.
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CraigAllen 05/13/08 |
Merged Comment
originally posted 05/06/08
This should be configurable so that you indicate whether or not you want the workflow activity logged as an activity on the corresponding record.
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heatherp 05/13/08 |
Merged Comment
originally posted 05/08/08
I guess I agree on the configurable so that admins have the option, but it should be up to the admins, not the users.
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heatherp 05/13/08 |
Merged Comment
originally posted 05/08/08
I guess I agree on the configurable so that admins have the option, but it should be up to the admins, not the users.
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msnowden213 05/13/08 |
Merged Idea
originally posted 07/13/07
Track activity for workflow emails
I would like to see activity history tracking on objects with related workflows. For instance, most of ours are email alerts that are sent out, but occassionally I hear that someone didn't get their emails and I have no way of verifying whether they did or not. This would be helpful to see for trouble shooting.
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JohnBoy 05/13/08 |
Merged Comment
originally posted 07/18/07
I agree, tracking any changes by workflow, including sent emails would be very useful for auditing purposes
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natek 05/13/08 |
Merged Comment
originally posted 07/18/07
It would be good also to be able to see whether they have opened it or not, as in an HTML email (i.e. track opens, clickthroughs, etc.)
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mlee 05/13/08 |
Merged Comment
originally posted 10/09/07
My company uses Salesforce heavily for lead management. We have a team dedicated to screening leads and updating their Lead Statuses. Based on the Lead Status values, our workflow rules trigger various auto emails to our leads. However, our team can not tell which emails and when the auto emails were sent to the leads since the emails sent by the workflow rules do not get added to the Activity History section. We also need the emails for troubleshooting purposes. This is a very important feature for us (to add auto emails sent by workflow rules to the Activity History section).
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axeleik 05/13/08 |
Merged Comment
originally posted 05/07/08
Would be a great feature, also described in Idea http://ideas.salesforce.com/article/show/78836
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bbseven 05/13/08 |
Merged Idea
originally posted 04/17/08
Workflow Email Alerts should Log Activity to Contact
When a workflow is created the sends an email to a contact, that email should be logged in the contact as an activity. Something one would expect from any CRM system - a touch of the customer requires tracking.
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hemm 05/13/08 |
Merged Comment
originally posted 04/17/08
Totally agree. This is a lame workaround, but a decent approach is to use a a task action in the same workflow rule that just says the email was sent.
This does not meet your requirements, but at least you'll know the workflow rule fired and have some indication that an email went out (or at least was supposed to have) |
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bgross 05/13/08 |
Merged Comment
originally posted 05/08/08
Completely agree, this is a needed feature. Unless some field or task note is created a user has not idea an email was sent to a contact or lead; not to mention being able to read what was actually sent. This is definetly a need.
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curth 06/03/08 |
This is badly needed. This is even more critical to us because we use the existence of an email record to the contact to drive updates to our other on premise systems, and the failure to capture the email details has forced us to develop custom Apex and jump through 10 other hoops that I won't get into right now. As a business, we need a system that we can use to capture all interactions with our external customers. The fact that Salesforce.com would build in workflow to send external emails but not track them is a huge oversight and completely ignores one of the key tenets of a good CRM system. |
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jasonc11 07/21/08 |
I would completely agree, what's the use of executing work-flow rules and automating your processes if you can't track these activities in the same manner you can manual data input. Seems like without this the automation is practically useless. |
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mattiasnordin 10/22/08 |
I agree that the email should be tracked. I would also like to have the choice of a confirmation box asking you if you want to trigger a workflow or not. |
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mattiasnordin 10/22/08 |
I agree that the email should be tracked. I would also like to have the choice of a confirmation box asking you if you want to trigger a workflow or not. |
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cmurph 10/28/08 |
this was a big oversight... we need workflow to trigger email alerts to clients... but those need to be logged of course!! |
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Jason_L 11/10/08 |
It would also be ideal to be able to embed tracking in the email to be able to see whether or not the workflow email was opened by the lead. This basically allows for simple drip campaigns to be setup using workflow only. |
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sommerjo 12/31/08 |
why use a crm to send emails if you can't keep track of them? come on salesforce PM's, do you actually use your own product? |
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POST IDEA
Do you want the logging of email alerts to be configurable or required?