Vantaca Emails 101

Email account configuration enables Vantaca to send and receive email communications through your organization's email addresses, automatically creating action items from incoming emails. This system matches emails to users, homeowners, and vendors using a prioritized assignment process to ensure proper routing and accountability.

Contents

• Email Account Setup
• Email Assignment Process
  • Step 1: User Account Matching
  • Step 2: Homeowner Contact Matching
  • Step 3: Vendor Contact Matching
  • Assignment Failure
• Orphaned Action Items
  • Resolving Orphaned Action Items
• Troubleshooting 

Email Account Setup

Configure your organization's email addresses to enable Vantaca email communications.

To set up email accounts:

1. Navigate to Mailroom > Email Accounts.
2. Configure your organization's email addresses according to your requirements. For detailed setup instructions, see the "Mailroom Email Accounts" article.
3. Complete the setup process for each email account you want to use.

Email Assignment Process

When Vantaca receives an incoming email, the system uses a three-step priority process to assign the email to the appropriate user or account.

Step 1: User Account Matching

Vantaca first attempts to match the sender's email address to an active user account.

The system assigns the email to a user if there is exactly one active user with that email address connected to either:

• The user's account directly
• The user's homeowner contact information

Result: The action item is assigned to that user for the author information. If that user is attached to a homeowner with a single property, the action item is also assigned to that homeowner account.

Step 2: Homeowner Contact Matching

If Step 1 fails to find a single User match, Vantaca searches all homeowner contacts.

Result: If exactly one homeowner contact matches the email address, the system connects that homeowner to the action item.

Step 3: Vendor Contact Matching

If Steps 1 and 2 fail to find matches, Vantaca searches all vendor contacts.

Result: If exactly one vendor contact matches the email address, the system connects that vendor to the action item.

Assignment Failure

If the system cannot find a single match in any of the three steps, the action item remains unassigned and becomes an orphaned action item.

Orphaned Action Items

Orphaned action items occur when the email assignment process cannot identify a single matching account. These require manual intervention to assign them to the appropriate association or homeowner record.

Common causes of orphaned action items:

• Multiple user accounts have the same email address as contact records.
• The sender's email address does not exist in any Vantaca contact records.
• The sender's email address matches multiple homeowner or vendor contacts.

Resolving Orphaned Action Items

To resolve orphaned action items:

1. Navigate to the unassigned action item.
2. Review the sender information and content.
3. Manually assign the action item to the appropriate:
   • Association
   • Homeowner record
   • Vendor account
4. Update contact records as needed to prevent future orphaning.

Troubleshooting 

Q: Why are the emails not being assigned correctly?

A: Verify that email addresses are set up as contact records on only one user account. If an email address appears on multiple accounts, incoming emails will not be connected to either account.

Q: Why are action items becoming orphaned despite having matching contacts?

A: Check for duplicate email addresses across different contact types (users, homeowners, vendors) and consolidate or remove duplicates.

Q: Why are emails being assigned to the wrong type of account?

A: Remember that the system follows a strict priority order:

1. User accounts (highest priority)
2. Homeowner contacts
3. Vendor contacts (lowest priority)

Adjust your contact setup to align with this priority structure.

Q: Why is the Event History blank on an action item?

A: To maintain optimal system performance, Vantaca retains Event History in the Message Details and Email Research screens for 3-6 months. This history includes message processing, delivery, and opening records. If you need to access older Event History data, please contact Vantaca Support to have the information temporarily restored.

Q: I received an Exceeds 25MB error when trying to send an email. What should I do?

A: Email communications in Vantaca cannot exceed 25MB in total size. This limit includes all combined content: file attachments, letter templates (when sent as email attachments), reports, documents, and email template content.

To resolve this issue:

• Review all attachments on the action step configuration (navigate to Settings > Action Types/Steps, locate the action type and step, and click Rules to review attached letters, reports, and documents).
• Reduce file sizes by compressing images or documents.
• Remove unnecessary attachments from the step configuration.
• Consider splitting large documents into multiple communications across different action steps.
• For very large files, upload them to Association > Documents and reference their location in your email instead of attaching them directly.

Note: The 25MB limit is an email client limitation that applies to all email communications sent through Vantaca.

Q: How does the Other Email field work on action items?

A: For information about the Other Email field, see the "Action Item Notifications" article.