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NORDVEST

Inbound Email

Every company using the Sales CRM module gets its own private email address. BCC that address on an email to a customer, or forward a customer's email to it, and NORDVEST logs it as an interaction on that customer's timeline automatically — no copy-pasting into a note after the fact.

Your inbound address

Find it at Settings → Inbound Email. Copy it into your email client's BCC field, or save it as a contact so forwarding is quick.

Treat the address like a password. Anyone who has it can add entries to your timeline, so don't post it publicly or paste it somewhere outside your team. If it ever leaks — say, inside a forwarded email thread — click Rotate Address to generate a fresh one. The old address stops working immediately, so update anywhere you had it saved.

How it gets matched

NORDVEST reads the email and tries to figure out who it's from and who it's about:

  • You send or BCC an email to a customer — NORDVEST matches it to the customer and contact from the recipients and logs it as an outbound interaction.
  • A customer's reply lands in your inbox and you forward it — forward the message (subject starting with "Fwd:" or "FW:" works best) and NORDVEST logs it as an inbound interaction from that customer.
  • Someone outside your company emails the address directly — this is always held for review. NORDVEST never auto-logs a message from someone it doesn't already recognize as one of your team members.

When the match is confident — a known sender, and exactly one contact and customer it clearly belongs to — the interaction is logged automatically in the background and shows up right on the customer's (or We Owe's) timeline, same as any interaction logged by hand. It may take a short moment after the email is received.

Email Review

Anything NORDVEST can't confidently match waits on the Email Review page instead of being logged blindly or dropped. You'll find it in the sidebar once the Sales CRM module is on.

When AI features are enabled, NORDVEST also prepares a suggestion. Opening an email shows the message itself first, with the suggestion on a second Suggestion tab — you always see what actually arrived before you see what NORDVEST made of it. The suggestion is clearly marked AI interpreted and may recommend linking or creating a Service Request or We Owe.

What gets logged is the email itself, not a summary of it. NORDVEST tidies the message — dropping the forwarded headers, the quoted reply chain underneath, and the signature block — so the interaction reads as what the person actually wrote. The AI's job is filing: working out which Service Request or We Owe the message belongs to, and which contact it's from.

It never changes a record by itself. When there's a suggestion, the fields below are filled in for you — review the customer, record, title, description, and priority, change anything that's wrong, and save. If the suggestion isn't useful, just fill the form in yourself and save as normal, or discard the email if it doesn't belong anywhere.

For each pending email, you can see who it's from, any matching contacts found on the message, and the reason it needs a human look (unrecognized sender, more than one possible contact, and so on). From there:

  • Pick the right customer — search, or pick from the suggested matching contacts with one click
  • Optionally pick a contact and link the interaction to a specific We Owe or Service Request
  • Don't see the We Owe yet either? Choose Create a new We Owe right there in the picker — give it a title (it's pre-filled from the email subject, but you can change it) and a type, and it's created and logged in the same step
  • Need a new Service Request? Choose Create a new Service Request, review its AI-prefilled title, description, and priority, and create and log it in one step
  • Don't see the customer yet? Create one on the spot, right from the review screen, without losing your place
  • If the email isn't worth keeping, discard it — the record stays on file, but nothing gets logged

Once you resolve an email, it moves to the Processed tab so you can always see where it ended up — logged (with a link to the customer, We Owe, or Service Request it landed on) or discarded. AI-assisted interactions keep a visible badge. If the interpretation is wrong, choose Report AI issue on the interaction; NORDVEST staff can then review the flagged record.

What doesn't come along

Attachments on inbound emails aren't stored yet — NORDVEST notes how many an email had, but you'll need to get the file itself another way for now. The intake record keeps that count so attachment processing can be added later without changing the email review workflow.

Requirements

Inbound email is part of the Sales CRM module. If you don't see Inbound Email in Settings or Email Review in the sidebar, ask your admin whether Sales CRM is enabled for your company.