In Sage CRM, users can import email messages from their organizational Exchange Online account directly into Sage CRM. This feature, introduced in Sage CRM 2022 R2, allows users to link emails to various entities within Sage CRM, such as:

• Case
• Company
• Opportunity
• Person
• Any custom entity that includes communications

Getting Started with Email Import

To begin using this feature, users must first connect their Exchange Online account to Sage CRM. Once connected, they can:

• Select the specific record (such as a case or company) they want to associate with the email.
• Choose the "Import Emails" option.
• Select the folder that contains the emails they wish to import.

A list of messages in the chosen folder will be displayed, including any messages previously imported into Sage CRM. Users can choose to hide messages that have already been imported to avoid duplicates.

Note: Sage CRM does not support email imports from personal Microsoft accounts.

Enhanced Folder View in Sage CRM 2024 R2

Sage CRM 2024 R2 introduces an expanded folder view, allowing users to see up to 250 folders by default when importing email messages from Exchange Online. This is an increase from the previous limit of 10 folders, making it easier for users to access more of their email folders.

Customizing the Folder Limit

System administrators can adjust the maximum number of folders displayed by modifying the Sage CRM database. To increase this limit:

• Connect to the Sage CRM database using Microsoft SQL Server Management Studio.
• Run the following query:

UPDATE custom_sysparams SET parm_value = '{number of folders}' WHERE parm_name = N'ImportedEmailFoldersRetrievalSize'

• Replace {number of folders} with the maximum number you want (minimum 250).
• Refresh the system parameters in Sage CRM by navigating to: Administration | System | Metadata
• Select "Refresh system parameters" and then "Execute Refresh."

This flexibility allows users with a larger number of folders in Exchange Online to manage and access their email more effectively within Sage CRM.