How to manage unassociated Activities and emails in AMS+

This article explains how to view and associate Activities and emails that were not automatically matched and associated with records in AMS+ through Email Forwarding or Outlook Email Sync.

Requirements

• To associate Activities with Sales Records:
  • You must be logged into AMS+ as an Agency User or Agent CRM User.
  • You must be assigned to a Security Group with the Sales Enablement Visible permission.
  • You must have user account Sales permissions to View and Edit Sales Records. Learn more.
• To associate emails and Activities with Agent Records:
  • You must be logged into AMS+ as an Agency User.
  • You must also be assigned to a Security Group with the Agent Visible and Edit permissions.
    • In addition, you may need access to Agent Records assigned to your Accessible Agent.
• To associate emails and Activities with Carrier Records:
  • You must be logged into AMS+ as an Agency User.
  • You must be assigned to a Security Group with the Carrier Visible and Edit permissions.
• To associate emails and Activities with Group Records:
  • You must be logged into AMS+ as an Agency User or Agent CRM User.
  • You must be assigned to a Security Group with the Group Visible and Edit permissions.
    • If you’re an Agent CRM User, you need access to Group Records assigned to your Accessible Agent, and optionally unassigned records.
• To associate emails and Activities with Individual Records:
  • You must be logged into AMS+ as an Agency User or Agent CRM User.
  • You must be assigned to a Security Group with the Individual Visible and Edit permissions.
    • If you’re an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
• To relate emails and associate Activities with Policy Records:
  • You must be logged into AMS+ as an Agency User or Agent CRM User.
  • You must be assigned to a Security Group with the Policy Visible and Edit permissions.
    • If you’re an Agent CRM User, you need access to Policy Records assigned to your Accessible Agent, and optionally unassigned records.

View unassociated items

When AMS+ can’t automatically associate an incoming Activity or email, it becomes “unassociated”.

A bell icon in the AMS+ header displays the total number of pending unassociated items.

Select the icon to navigate to:

• Unassociated Activities
• Unassociated Emails

On either page, you can:

• Manually associate items
• Mass delete listed items

To reduce unassociated items, keep email addresses on Individual Records accurate and up to date. AMS+ attempts to match incoming email addresses to existing records. If no match is found, the item becomes unassociated.

Associate unassociated Activities

Go to Unassociated Activities.

Locate the Activity.

Select the "not set" link in the Association column.

You must complete the following:

Select Existing or New to associate with a record.

• If selecting Existing, search for the Group Record, Individual Record, Agent Record, or Lead (Sales Record).
• If selecting New, enter the Group Record, Individual Record, or Agent Record name and optionally provide its type and servicing agent.

Optionally relate the Activity to a Policy Record.

If associating with a Group Record or Individual Record, you can relate it to a Policy Record.

Choose to:

• Create a new Activity, or
• Add to an existing Activity.

Update the Subject field if needed.

Select the Save button.

You can preview the original email before it was converted into an Activity by selecting the subject link. From the preview, you can read the message, view attachments, and complete the association.

Associate unassociated emails

Go to Unassociated Emails.

Locate the email.

Select the "not set" link in the Association column.

You must complete the following:

Select Existing or New to associate with an Individual Record, Agent Record, Group Record, or Carrier Record.

• If selecting Existing, search for the record.
• If selecting New, enter the record name and optionally provide additional information.

Optionally relate the email to a Policy Record.

If associating with a Group Record or Individual Record, you can relate it to a Policy Record.

Select the Save button.

You can preview the original email by selecting the subject link. From the preview, you can read the message, view attachments, and complete the association.