This article explains how emails in AMS+ are associated with records and how they can be related to Policy Records when applicable, regardless of how the email enters the system.
Requirements
- For 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.
- For 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.
- For to 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.
- For 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.
- For 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.
- For 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.
Associating emails with records
Emails can enter AMS+ through:
Regardless of how the email enters AMS+, it must be associated with a record to be stored and accessible.
Emails may be stored in one of two ways:
- Saved directly as an email associated with a record
- Saved as an Activity associated with a record
When saving directly as an email, messages can be associated with:
- Agent Records
- Carrier Records
- Group Records
- Individual Records
When saving as an Activity, messages can be associated with:
- Agent Records
- Carrier Records
- Group Records
- Individual Records
- Policy Records
- Sales Records
If Outlook Email Sync is used, the system searches for an Individual Record with a matching email address:
- If a match is found, the email is automatically associated.
- If no match is found, you must manually associate the email.
If the email is saved manually from the Mailbox View, you select the record during the save process.
If the email enters AMS+ through the Activity Forwarding Address, it is saved as an Activity and must be associated with the appropriate record.
Relating emails to Policy Records
When associating an email with an existing Group Record or Individual Record, you may also relate it to Policy Record.
If the email contains policy-specific details for a client or lead, relating it to the appropriate Policy Record keeps that information centralized.
Best practices
Removing an Individual Record from a Group Record
If you remove an Individual Record from a Group Record and the individual has associated emails related to the group:
- Copy or change the association of those emails to the Group Record before removing the individual.
- This preserves the conversation history within the Group Record.
Deleting emails
- Copying an email or changing its association to another record can’t be undone.
- You can re-associate an email with its original record if needed.
- Deleted emails can’t be restored.