Emailing a Lead or Customer Outside of the Schedule

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This guide covers how to manually send emails to Leads or Customers outside of scheduled communications. If you have manual emails scheduled as part of your Collection or Lead Follow-up workflows, those items appear on your outstanding list for completion. However, you also have the ability to send emails to Leads or Customer outside of that scheduled workflow. The steps for emailing Leads or Customers are the same and allow you to send communications, as needed, outside of regularly scheduled communications.

Note

Italicized terms represent clickable icons on the specific screen being discussed.

Terms in blue are links to additional information about the described functionality.

Open a New Email

(A) Email icon - This is located in the information ribbon in every interaction card (Lead, Customer, or History). Click to open a blank email window in the bottom right corner of the interaction card addressed to the email listed. To access additional addresses, proceed to step (B). Otherwise continue to step (D) to learn how to compose the email. If you do not see an email address, that means there isn’t one saved for the Lead or Customer.

(B) Email dropdown - Click to access additional email addresses saved to the record. Not every Lead or Customer will have multiple emails so nothing may appear in the dropdown with the exception of (C) Add New which allows you to add additional email addresses to their record. Note: For Customer records, additional emails will only be saved in CallPotential and do not transmit to your PMS.

Compose Your Email - Note: All emails sent to Leads will automatically contain a link that can be used to unsubscribe from these notifications.

Add Additional Recipients (optional) - Click to either (D) carbon copy (CC) or (E) blind carbon copy (BCC) recipients. A carbon copied recipient will see all the other email addresses included in the email while a blind carbon copied recipient will not.
(F) Subject - Enter the email’s subject. This will display prominently in the recipient’s inbox. Note: If you select an existing template, step (G) below, the subject line will automatically populate.
(G) Template icon - Click to select from a list of pre-configured messages created by your management team. If you want to send a more customized email, type the message directly in the email window.
(H) Formatting icon - Formatting options appear by default when you open a new email. After you’ve finished writing the email, use these tools to further customize your message. You can do things like adjust the font and message layout as well as include links. Click the formatting icon to remove the options and view the entire email window. Note: You can click the edge of the email window to increase or decrease its size on your screen.

Send the Message

(I) Send - When you've finished composing the message, click to send the email. Note: After sending the message, a confirmation message will appear at the top of the interaction card indicating the message was successfully sent.