If a user is CC'ed on an email does it show up in their activity?
The answer to this question depends on whether you're wondering if...
- ...Capture is going to log a contact from an email
- ...Capture is going to log an email as an activity, or
- ...an email activity is going to show up in Accounts
1. Is Capture going to log contact(s) from an email from individuals who are CC'ed on the email?
This depends on how your organization has configured Capture to sync contacts from emails. If Only Sync From Inbound Emails is set to Yes and Sync Sender Only is set to No, then Capture will sync contact information from inbound emails from everyone in the email thread (i.e. including sender, recipients, and recipients CC'ed).
If Only Sync From Inbound Emails is set to Yes and Sync Sender Only is set to Yes, then Capture will only sync contact information from the sender of the inbound email.
This assumes that all other aspects of the activity are such that the contacts would be synced from Capture. Please review the articles under "Further Learning" below for a comprehensive overview of how contacts and activities are synced to accounts and opportunities.
2. Is Capture going to log an email activity if the Account Owner is CC'ed on the email?
This depends on how your organization has configured Capture to sync email activity. By default, Capture will log emails and associate those emails with Account Owner (or the Custom Owner defined by your Custom Owner Mode) whether the Account Owner is the sender of the email or CC'ed on the email thread. The Account Owner (or Customer Owner) will always be the user who is associated with the email activity; Capture will not define another user as the owner of an email activity.
If the email sender is someone other than the Account Owner (or the Custom Owner defined by your Custom Owner Mode), but the Account Owner (or Customer Owner) is CC'ed on the email thread, and you do not want Capture to log such emails, then you can open a support ticket to configure Capture to only log activity when the email sender is the Account Owner (or Customer Owner).
Is an email activity going to show up in Accounts if the Account Owner is CC'ed on the email?
In Account Owner Mode, Accounts will associate emails with the Account Owner (or the Custom Owner defined by your Custom Owner Mode) whether the Account Owner is the sender of the email or CC'ed on the email thread. So, the email would show up under the Account Owner's (or Customer Owner's) "Emails Received" activities in Rep Mode in Accounts. The email would also show up under the Account activities in Account Mode.
In All Accounts Engaged Mode, Accounts will associate email activities to the account that include the Account Owner (or the Customer Owner) and any other user in your organization who has their email/calendar connected to Clari. So, the email would show up under the Account Owner's (or the Custom Owner's) "Emails Received" activities in Rep Mode.
The email would also show up under the "Emails Received" activities of any other user(s) in your organization who were also CC'ed on the email thread and have their email/calendar activity connected to Clari — unless the other user was the sender of the email, in which case the email would show up under their "Emails Sent" activities. In Account Mode, the email would also show up under the Account activities.
Learn More
For more information on how contacts and activities are matched to accounts and opportunities, please review our article on How Contacts and Activities are Matched to Accounts and Opportunities.
Please review our article on the Capture Console for more information on your contact sync configuration options.
