Sharing email conversations with your team

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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

1. From the Leads, Contacts, or Deals page, select the lead, contact, or deal that contains the email conversation you want to share.
2. 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.

   

3. Select the checkbox next to the lead or contact’s name.
4. 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.

Note: This setting applies to the selected email address used in the email conversation. If a lead or contact has another email address in their profile (in a custom field), this will have no effect on that email address. 

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.

Note: The global setting is overridden when you manually share an email address using the instructions shown above. For example, if the system default is that all the email conversations with your leads are not visible and then you manually set a specific lead’s email address to be visible, it overrides the global setting and becomes visible to other users.

To enable global email sharing

1. Click the Settings icon (), then select Communication Channels > Email.
2. Select the Visibility tab.
3. 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.
4. Click Save.

Note: If you select either the Visible to users only if I’m an owner or collaborator or the Visible to users only if I’m an owner option, and then you change the ownership of the lead, contact, or deal, its visibility setting will be determined by the new owner’s visibility settings.

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.