Managing your Sell email, phone calls, and text messages

After you have set up your email and Sell Voice number you can use the Sell Communication Center () to manage all your correspondence with leads and contacts, including emails, phone calls, and text messages.

The Communication Center is split into three areas that cover email, calls, and text messages. Calls and text messages are split into matched and unmatched communications.

This article contains the following topics:

• Viewing email activity
• Viewing phone call activity
• Viewing text message activity
• Sending a text message in Communication Center
• Responding to a text message in Communication Center
• Deleting a text conversation

Related articles:

• About using email in Sell
• Bringing leads into Sell from different sources
• Adding suggested people as a lead or contact
• Reflecting your sales processes in Zendesk Sell
• Troubleshooting email messages that are missing or not syncing

Viewing email activity

All emails in your inbox are scanned and synchronized to Sell when you integrate your email. Whenever you send or receive emails from a Sell lead or contact, whether you are working in Sell or your own email client, Sell attaches a copy of the communication to their record.

Email in the Communication Center has four tabs:

• Inbox: view all emails received from existing leads and contacts.
• Suggested people: view emails received from people that are not recorded as leads or contacts in Sell.
• Sent: view all emails you have sent in Sell, and emails that have been sent outside of Sell using an integrated email product.

  View when the email was sent from Sell, whether or not the email has been viewed and the number of times it has been viewed.

• Archived: view the emails you've archived in Sell.

Check the box next to any email to bring up a secondary menu in the top navigation bar in your email view. From here you can mark the email as read, unread, or archive the email. Use the search to find a particular email.

Click directly on any email in your inbox to view the contact or lead page for that person, and their email history.

To add the suggested person as a lead or contact

1. In Sell, click the Communication () icon.
2. Go to Email, and click on the Suggested people tab.
3. Click Add as lead or Add as contact to add the email sender to your Sell account.
4. (Optional) To bulk add suggested persons as leads or contacts, select the checkbox next to all of the suggested people that you want to add as leads or contacts.

To dismiss suggested people

1. In Sell, click the Communication () icon.
2. Go to Email, and click on the Suggested people tab.
3. Click Dismiss to remove the email address from being included in the suggested people prompt.
4. (Optional) To bulk dismiss suggested persons, select the checkbox next to all of the suggested people that you do not want to add, but want to dismiss, and click Dismiss.

Viewing phone call activity

Incoming and outgoing calls belonging to leads or contacts are displayed in the Matched section for calls in the Communication Center.

Calls to and from phone numbers that are not associated with leads or contacts in Sell are listed in the Unmatched section.

The number in parentheses, for example, (7), indicates how many missed calls you have.

To see a list of all of your missed calls, for both matched and unmatched calls, click Show only missed calls.

Matched calls

You can play your call recordings directly from the matched call list, or call a lead or contact again.

You can filter your calls using the options on the right side of the screen, for example, by lead status.

Unmatched calls

In the unmatched call list, click Add to Sell to save a phone number as a new lead or contact.

If the number belongs to an existing lead or contact, click the arrow next to Add to Sell to update that phone number, using the Add to Existing option.

Viewing text message activity

Text messages belonging to existing leads or contacts are displayed in the Matched section for texts in the Communication Center.

Text messages from phone numbers that are not associated with leads or contacts in Sell are listed in the Unmatched section.

The number in parentheses, for example, (7), indicates how many unread text messages you have.

Matched text messages

You can filter your calls using the options on the right side of the screen, for example, by lead status.

Click any text message to expand it. You can view the lead or contact page, and delete the conversation from Sell.

Expand the message thread to send a text message directly from the Communication Center (see Using calls and text in Sell Voice).

Unmatched text messages

Unmatched text messages belong to numbers that are not saved in Sell to a lead or contact.

In the unmatched texts list, click Add to Sell to save a number as a new lead or contact.

If the number belongs to an existing lead or contact, click the arrow next to Add to Sell to update that number, using the Add to Existing option.

Sending a text message in Communication Center

You can send texts directly from the Communication Center.

To send a text message

1. Click the Communications icon (), then select the Text Messages tab and New message.
2. Start typing the lead or contact name or number in the Contact or Lead field.

   Select the lead or contact that matches your search.

3. Type your message in the Add a message to this conversation field.
4. Click Send.

   The message is logged and sent to the lead or contact.

See Using calls and text in Sell Voice to send a text from a lead or contact page.

Responding to a text message in Communication Center

You can respond to texts directly from the Communication Center.

To respond to a text message

1. Click the Communications icon (), then select the Text Messages tab and click the text message you want to respond to.
   Note: You can only respond to text messages that have been sent directly to your number.
2. Type your message in the Add a message to this conversation field.
3. Click Send.

   The message is logged and sent to the lead or contact.

See Using calls and text in Sell Voice to respond to a text from a lead or contact page.

Deleting a text conversation

When you remove a messaging conversation from Sell (using the drop-down menu in the conversation header), it disappears from the lead or contact page as well as from the Communication Center.

To delete a text message

1. Click the Communications icon (), then select the Text Messages tab, and click the text message you want to delete.
2. Click Delete Conversation.
3. Click Delete to confirm.

The text conversation is deleted and cannot be retrieved.