You just have to use OroMailCenter as your e-mail software to track and manage "general" e-mails. For example, if your customers write at the e-mail address sales@yourcompany.com to get information about your products, just use OroMailCenter to track e-mails received at this address. For "personal" e-mails (e-mails that do not have to be managed by a group of agents), then, in that case your users will just have to continue to use their current e-mail software. In most cases, your agents will use OroMailCenter for "general" e-mails (such as sales@yourcompany.com) and another e-mail software for their "personal" e-mails (such as john.doe@yourcompany.com).

When a customer send an information request at the general address sales@yourcompany.com, OroMailCenter automatically receive it, creates a new request and assign it a unique number. Then, when one of your agents answer this e-mail, the request number is automatically added to the e-mail subject for tracking purpose. The e-mail received as well as the agent's answer are kept in a folder organized in a tree structure.

Later, if this same customer reply to your answer (for example to request additional information), OroMailCenter will automatically detect that a request already exists for this e-mail and will automatically link this e-mail to the existing request instead of creating a new one. The agent that will answer this new e-mail will be able to instantaneously see the complete conversation (all e-mails received and sent) for this request by a simple mouse click.