About using email in Sell

Email communications with your leads and contacts is an integral part of Sell. Your email conversations with leads and contacts, and those pertaining to specific deals, are easily accessible on lead, contact, and deal cards, and also in the Communication Center.

You can communicate directly through Sell or set up an email integration with an external email system such as Google Mail and Microsoft Exchange (see Integrating email with Zendesk Sell).

Setting up an integration means that email messages in your external email server are mirrored into Sell and paired with your leads and contacts. You’ll see email messages that are synced with the email addresses that are included in the profile data for leads, contacts, and companies in Sell. These are shown on the lead, contact, and deal cards and also in the Communication Center.

Note: Deleting emails from your external email server will also remove those emails from Sell. However, deleting an email in Sell does not impact your external mail server.

When there isn’t a match between integrated email messages and an existing lead or contact in Sell, you can easily add that email address as a new lead or contact. See Adding an untracked email address as a lead or contact.

The Communication Center is where you can view and manage all your email messages, calls, and text messages, (provided you’ve set up those integrations). See Managing your Sell email, phone calls, and text messages.

The email messages that have been integrated into your Sell account, and that are matched to an existing lead or contact, are shown in the Inbox tab.

Unmatched email messages are shown on the Untracked Messages tab where you can convert the email message senders to leads and contacts. The emails you’ve sent, both from within Sell and outside of it using your external email system, are shown in the Sent tab. Likewise, the email messages you’ve archived in either place are shown in the Archived tab.

Using the Communication Center, you can also search for email messages and refine your list of messages by, for example, choosing to only view your leads in the Inbox.

The Communication Center is used for viewing and managing your email messages, not to initiate the creation of them. To send an email message from Sell, select a lead, contact, or deal and compose and send an email from there.

You can also send email messages to more than one recipient at a time using the views available on the Leads, Contacts, and Deals pages. See Sending bulk email messages.

In the Professional, Enterprise, and Elite versions of Sell, when you send an email message to multiple recipients, you can also use merge tags to personalize your message by inserting each recipient’s name into the body of the email message, for example. The custom fields you create are also available as merge tags. See Using merge tags in your email messages.

Also in the Professional, Enterprise, and Elite versions of Sell, you can create email message templates to streamline your workflow by creating standard, reusable messages that can be inserted into a new email communication. Merge tags are especially useful when creating templates. See Creating and using email message templates.

The email messages that you send to and receive from your leads and contacts can be made visible to (shared with) other members of your team. You can do this as a one-off (for a specific lead or contact) or you can choose to allow all your email conversations to be visible to other Sell users. You can define visibility settings separately for leads, contacts, and deals. See Sharing email conversations with your team.

The email features in Sell also include the following:

• Setting up an email opened notification
• Monitoring email open rate and link clicks
• Setting up an email sentiment analysis risk notification
• Blacklisting leads and contacts to prevent tracking of email conversations
• Using the Bcc email address for external email messages