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 covers 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
• Starring messages
• Adding messages to a thread
• 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.

To view email activity

1. Click the tab of the activity you want to view. 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 (click Add as Lead or Add as Contact to add the email sender to your Sell account).
   • Sent: view all emails you have sent in Sell, and emails that have been sent outside of Sell using an integrated email product.

     You can 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.
2. 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 can archive the email. Use the search to find a particular email.
3. 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. On the Sell sidebar, click the Communication () icon.
2. In Email, click 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. On the Sell sidebar, click the Communication () icon.
2. In Email, click 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.
• To filter your calls, use the options on the right side of the screen (for example by lead status).

Unmatched calls

• To save a phone number as a new lead or contact in the unmatched call list, click Add to Sell.
• 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.
• If you want to ignore the call, then click Ignore.

Note: Clicking ignore does not block the number, it just removes it from the Unmatched calls list.

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 tab.

The number in parentheses, (7) for example, 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.

• To save a number as a new lead or contact in the unmatched texts list, click Add to Sell.
• If the number belongs to an existing lead or contact, click the arrow next to Add to Sell.
• To update the number, click Add to Existing.

Sending a text message from the Communication Center

You can send texts directly from the Communication Center.

To send a text message

1. Click the Communications () icon, then click the Text Messages tab > 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. To send a text from a lead or contact page, see Using calls and text in Sell Voice.

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 click 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. To respond to a text from a lead or contact page, see Using calls and text in Sell Voice.

Starring messages

You can star a message (email, SMS) the same you star a note; when you first create it, or when you edit it. You can filter starred messages and notes in the Activity feed.

To star a message

1. On the lead, contact, or details page, click open the message you want to star.
2. At the side of the note, click the Star () icon.
   Note: If you share leads or contacts, anyone that can view the record, can view a starred message or note in that thread. This means they can also star (or unstar) the message or note.

   If you are viewing the message or note in the Activity feed, you can star it directly from this view.

3. When you have starred a message or note, the star changes to yellow. To unstar the messages or note, click the star again.

Adding messages to a thread

You can add a message to a thread and filter your messages by threads so you can easily find them later. You can filter for messages in a thread in the Activity feed.

To add a message to a thread

1. On the lead, contact, or details page, click open the message you want to add to a thread.
2. At the side of the message, click the Thread () icon.
   Note: If you share leads or contacts, anyone that can view the record, can view a message in that thread. This means they can also add or remove messages from the thread.

   If you are viewing the message in the Activity feed, you can add it to a thread directly from this view.

3. When you have added a message to a thread, you can see the Thread icon to the right of the message. To remove a message from a thread, click the Thread () icon again.
   Note: Removing a message from a thread does not delete the message.

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 click 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 can't be retrieved.