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.
This article covers the following topics:
- Enabling email visibility for an email address
- How the visibility setting affects contacts and deals
- Enabling global email visibility
- Working with shared email conversations
Enabling email visibility for an email address
Allowing an email conversation between a lead or contact, or related to a specific deal, to be visible to other Sell users is done via a quick setting on the lead, contact, or deal card.
To allow all users to view an email conversation
- From the Leads, Contacts, or Deals page, select the lead, contact, or deal that contains the email conversation you want to share.
- Below both the Add a Note and Send an Email tabs you’ll see the Email conversations visible setting. Click None to change the setting.
- Select the checkbox next to the lead or contact’s name.
- Click Save and the visibility setting is changed to All.
Selecting this setting allows email messages to and from this email address to be visible to the other Sell users who have access to the lead, contact, or deal.
You can disable this setting at any time by following the same steps.
How the visibility setting affects contacts and deals
Changing the visibility setting affects contacts and deals in the following ways:
- Sharing a contact’s email address on the contact card also shares it (makes it visible) on the contact’s deal card.
- Sharing a deal’s email address on the deal card, however, does not also make it visible on the contact card. If you want it visible on both the deal and contact card, you need to change the visibility setting on both the deal and contact card.
- If you unshare an email address on a contact card, you’ll be prompted to choose if you also want to unshare the email address on any associated deals that contact has.
- Likewise, if you unshare an email address on a deal card, you’ll be prompted to unshare the email address for the contact.
Enabling global email visibility
In addition to sharing email addresses one at time, you can allow all your email conversations to be shared with your team. This can be done separately for leads, contacts, and deals.
To enable global email sharing
- Click the Settings icon (
), then select Communication Channels > Email.
- Select the Visibility tab.
- Separately for leads, contacts, and deals, click Not visible to users to change the visibility setting.
You have the following four options:
- Not visible to users - The default setting. Your email conversations are not visible to other users.
- Visible to users - Your email conversations are visible to other users.
- Visible to users only if I’m an owner or collaborator - Your email conversations are visible to other users only if you are the owner of the lead, contact, or deal, or if you're a collaborator on it.
- Visible to users only if I’m an owner - Your email conversations are visible to other users only if you are the owner of the lead, contact, or deal.
- Click Save.
Working with shared email conversations
The visibility setting is displayed in email messages in the activity feed on lead, contact, and deal cards. The lock icon indicates that the email conversation has not been shared. The unlocked icon indicates that it has been shared.
When other members of your team share their email conversations with you, you'll be able to see the receipt status on email messages that they send, just as you would on your own email conversations. You will not see if the owner of the email conversation has read an email message and you will not be able to reply to email conversations that have been shared to you. You can however forward shared email messages.
8 comments
Adam C Lopez
Can Admins control the Visibility tab for non-Admins?
0
Jason Schaeffer
Yes, any Administrator would be able to control the visibility for any email including non admin users. Selecting this setting allows email messages to and from the email address to be visible to the other Sell users who have access to the lead, contact, or deal.
Hope that helps!
0
Briana at Cabana
Where is the Visibility tab for my team? I am an admin trying to set their emails to visible.
1
Dane
It's located below the section for adding Internal Note, Email and SMS.
Hope this helps!
0
Luis Guzman
Hello , I would like to start measuring how many emails are being sent by my sales team. Is there any feature in zendesk where I can download or visualise information such as:
Emails sent per day ( as admin I want to see all sales team interactions.)
Interactions with clients per user
or any other information relevant to start measuring kpi's
thank you
0
Afabio Junior
For Sell, we do offer ways to track your communication channels. These include the Activity Overview report, the Call Outcomes report, the Email Outcomes report, and the Visit Outcomes report.
Please take a look at the following article for more details: About Activity Reports.
I hope this helps.
Cheers,
0
Shona O'Brien
Hello.
Why does my “Deal” have a different “@get.base” email address?
When my client replies to an email that I sent to them via the “Deals” page, the reply is not being captured on the Deal page. It is being captured on the “contact” page, because there is an “auto-forwarding” rule to our standard “@get.base” address, but i notice that the Deal page, despite being the same contact as the Contact page, has a different @get.base address??
Is there any way to have emails received on the “Contact” to be visible on the “Deal”?
0
Paige Thompson
I am the account owner and admin - how do I adjust the visibility for those on my team? I need to be able to see what they are saying in their communication
0