Information
The reason you have received this email is that a customer has directly emailed your Access Collins mail address ([email protected]) without entering the DMN reference number in the subject line of the email.
They have most likely done this by copying the email address from any previous correspondence you may have had with them and pasting it into a new email chain. By doing this, as opposed to replying directly to previous messages or without including the DMN reference number in the subject line, Access Collins cannot link the message to a booking.
Access Collins mail works by storing emails against individual bookings and the absence of any reference number will result in the email being forwarded on to the designated inbox entered in the Forward unknown Collins Mail messages to field.
Configuration
You can set up or update the designated email address for forwarding unlinked emails:
📌Note: Spam emails sent to your partners email address that do not contain a booking reference will also be forwarded by the Collins Robot.
Click Settings, Sites then select your site.
Click Emails & Texts.
Add an email on the Forward unknown Collins Mail messages field.
Click Save.
The forwarded email will contain the main body of the email and also importantly, the email address of the sender. With these two pieces of information, you should be able to cross-reference bookings in your system and work out which booking this should be linked to. You can then compose a new message within the booking and continue communication through Access Collins.
If you have received a forwarded email that did contain the booking reference number, reach out to us.