Mago’s inbound email scanner is a great tool we’ve included to save you a few clicks and help you keep all your correspondence organized and at your fingertips within the relevant records in your Mago account. We currently pull in a few thousand emails per day, but occasionally we hear of an email that was missed. Usually, it's a simple thing that is cleared up easily once you understand the basic rules the inbox scanner follows.
The confusion typically revolves around one of these three things:
The self test...
The first and most common issue people run into is when they initially set up their inbound email and want to check that it’s working. It's definitely a good idea to do some testing to see how things look from both your side, and that of your contacts. Often performers start by setting themselves up as a "test" contact in Mago. They send emails back and forth and are confused when their replies to themselves don’t make it into the test contact’s history.
Mago is pretty smart – it doesn’t treat your email address (or any email address associated with your account) the way that it treats your contacts’ email addresses. If it did, every single email you receive would get added to that record (because they all have you email in the headers). That would be a nightmare, so Mago will ignore emails from addresses it knows belong to you.
In short – when you want to do some testing, make sure the test contact's email address is not one you've associated with your Mago account.
Patience, and time travel...
A common misconception is that the inbound email is real-time. Mago only checks for new messages a couple of times per hour. We know, it would be super cool if it checked more often, but many email service providers don’t like that. There are triggers that will cause your email account to get suspended, so we tread carefully to help you keep your business running smoothly.
Additionally, when the email scanner checks for new messages, it only looks in your inbox. If your contact emails you and you read the message in your normal email client’s window and then remove it from your inbox (or maybe it went into a folder other than your inbox to begin with) before the scanner checks again, it won’t be picked up.
Another thing to keep in mind is that the email scanner doesn't look backward in your inbox. Whenever the archiver connects, it only looks at emails that have arrived since the last connection. So if:
1:00 PM you get an email inquiry from a new customer
1:05 PM Mago scans your inbox
1:10 PM You create that contact in Mago
That email that arrived at 1:00 will not be pulled into the record because there was nothing to match it to at 1:05. Emails that arrive after the record is created will be pulled into the relevant records.
If you have multiple email addresses...
Sometimes, folks receive email at one address, and reply from a different one. If your contact happens to receive an email you sent to contact@example.com but has those emails forwarded to contactsmainemailaddress@example.com and replies from there, Mago won't be able to match that up with your contact record, because it's looking for contact@example.com. Using the "alt email address" field in the contact record will allow those emails to be properly matched up.
What about this stubborn email that didn't get pulled in?
If you’ve got an email that, for one reason or another, wasn’t pulled into the records you’d like to see it in, don’t panic. There are a couple of ways to get it into Mago.
Perhaps the simplest is to copy the content of the email and then paste it into the history of the record as a note.
Another way to handle this if you want to respond to the contact outside of Mago and have that be reflected in the history, is to bcc your archive address. You can find your archive address by clicking on profile and selecting the “Automation Settings” tab. Remember -in order for Mago to know what to do with an email you send to that address, the contact’s email address has to be in the to, cc, or bcc lines.