Setting Up External Emails in CleanTelligent

Setting Up External Emails in CleanTelligent

Introduction to External Emails

External emails are the best way to connect other work order systems with CleanTelligent. If your clients prefer to submit work orders via email, this functionality is also a good resource for that. 
For an even easier method of submitting work orders that also does not involve the CleanTelligent app, please see our article on Mobile Surveys. They are an adaptable, modern tool that can be used to gather feedback and even service requests from clients using only their smartphones.
Basically, a functional external email allows clients or other work order systems to create new work orders in CleanTelligent simply by emailing a unique email address. These emails are converted into work orders in CleanTelligent's Work Order Inbox, where they can be addressed the same way as any other work order.

External email setup involves several distinct parts:

  1. Creating Applicable Users
  2. Creating Your New External Email
  3. External Email Rules
  4. External Email Settings
  5. Message Types
This article will be a step-by-step guide to setting up external emails and will suggest best practices for each phase of the setup.

Creating Applicable Users

At this point, it’s important to make sure you have the correct users set up. You need at least one user paired to each email address the system needs to expect emails from. That user's email address should be the email address or email pattern we are expecting emails from. Example: If they are sending emails from to which is the custom email address we will be setting up later in this process, then the email address for the employee or contact should be or if you are expecting several email addresses from then you can set up a second email on that user with a pattern of * in order for the system to recognize it.

You need at least one active user, either HR or Contact type, paired with each external email.
If you're setting up external emails for a client, or to make CleanTelligent talk to another work order system, it's best to set up a contact user with your own email address to begin with. That way you can do all the testing you need to and make sure you have everything set up correctly before rolling out this new feature to your client.
If necessary, create a new user before proceeding with the next steps.

Creating your New External Email

To begin, we’ll go to the Admin tab, scroll to the Work Order Configuration section, and click Custom External Emails.

This is where we’ll create our new External Email. Click New Custom External Email.

The Email Prefix should be something specific to the location to which it will apply that will be memorable for you and your clients, for example OfficeBuildingOneRequests. Your prefix will be added to a unique number and attached to the domain. ALWAYS turn Use Catchall to Yes. Click Save.

External Email Rules

Return to the Custom External Emails page (under the Admin tab), and click the email you created in the first step. Our next step is to make Rules. Click New on the right side of the screen.
CleanTelligent CANNOT accept any email unless it matches a rule you create. You MUST create clear rules or else your emails will end up in the Catchall instead of in your Work Order Inbox where you want them.

First, select the Service Location this email will apply to. 
If you have only one user who will be using this email, and you have already set them up, you can select them under SP user or Client user at this stage, but it is not required.
On the right of the screen, click Add Criteria.
Best practice for setting up an external email is to match each rule to a person.
It is best practice, when setting up external emails, to match each rule to a person. To do this, select "From" as the field type, "Exactly Matches" as the match type, and their full email address as the Pattern.

If you want to do things differently, however, you can experiment with different ways of setting things up (for example, some have a specific word that needs to be in the subject line of an email in order for it to be accepted). Bear in mind that the Rules can be a bit finnicky about what is accepted and what is not, so be thorough and clear in the way you set it up.
While you can add multiple criteria under each rule, best practice is to only add one criteria per rule. To add multiple, click Add Criteria on the right; otherwise, click Save. Your new rule will now show up under the Rules section. If you need to add another rule (for example, if there's another email address you want to be able to use to email in to CleanTelligent), you may.
Because the criteria are setup as "if/and" statements, it is best practice to add only one criteria per rule unless you are very clear about your criteria.
It's a good idea to make sure at least one of your rules will allow you to email in from your own email address. This will help you test the end result and make sure it's working properly.

External Email Settings

Before your External Email can be ready for testing and takeoff, you'll need to configure External Email Settings. 
Start by going back to the Admin tab. In the Work Order Configuration section, click External Email Settings.
This screen shows a list of all your Service Locations, along with their accompanying Message Types and Contact Users. Please note that in order to configure an external email, you need Message Types, a Contact User, or both. If you want to set up external emails for an employee, you will need Message Types configured. You can view this helpful video for instructions if you need to set up a new message type. Otherwise, if you are setting up an external email for a contact user, simply check the box by their name in the appropriate row and click Save.
In order to configure an External Email, you need Message Types, a Contact User, or both.

Testing and Troubleshooting

Because of all the different moving part in external emails, it's important to test your new setup before rolling it out to your clients or employees. Send in a numbered test email (ex. test #1). Give it a few minutes, and check both your Catchall and your Work Order Inbox. You can view your Catchall by hovering over the Admin tab and clicking View Catchall
If 10 or 15 minutes have gone by and you don't see the test email in either your work order inbox or your catchall, you may need to readjust your rules, check your settings, etc. 
If your email arrives in the catchall, it usually tells you the reason why it ended up there. In the example below, no rules were matched (the message was sent from an unrecognized email address in this particular case).

Some common errors you may see include:
  1. No Sender Matched - the email address this message came from doesn't match anyone you specified in your rules
  2. No Rules Matched - the message didn't match any of your rules
  3. Message Types Not Configured - Double check your message types (you can go back to the External Email Settings section of this article). You may have forgotten to configure them.
In the event that you see other errors or experience problems not covered in this article, don't panic! Feel free to reach out to the Customer Support Department by ticket or phone call with any questions.
Once you're done testing and everything is working correctly, don't forget to modify any relevant contact users, as well as relevant external email rules, to match the email of the person who will actually need to be using it.


We hope this guide to setting up External Emails has been helpful. The setup is a bit involved, but once it's all set up you'll be able to seamlessly funnel work orders between CleanTelligent and another system, or receive emailed work orders from clients or employees!

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